Slide 21
Text Captions:
When things go wrong
Follow these 4 steps to anticipate and resolve problems. Click on each step to learn more.
This 4 step approach has been adapted from:
Fisher, K., Tayner, S., & Belgard, W. (1995). Tips for teams: A ready reference for solving common team problems. New York: McGraw-Hill.
1. Acknowledge the problem
2. Understand the issues
3. Agree on a solution
4. Make an action plan
Gain some common ground on the problem.
Try to understand the problem from different angles.
Be open to other team members’ interpretation of the issues involved.
Be respectful of different perspectives, observations, and points of view.
Acknowledge that a problem exists and needs to be dealt with.
Raise the potential problem at a team meeting.
Ask team members if they are experiencing the same problem.
Your ultimate goal is to collaborate in reaching a solution that satisfies everyone's needs.
Suggest solutions, but be prepared to listen to other ideas too.
Attack the issue, not each other.
Focus on the problem and its cause, rather than others’ behaviours.
Agree to the actions each team member will need to take to resolve the problem.
Put the plan into action, and continue discussing any issues that occur._
The problem will only be fully resolved if everyone's needs are met, and there is an agreed way forward.
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