DEVELOPING CRITICAL THINKING SKILLS: PROBLEM-SOLVING ON
THE JOB
Directions
Enter your response after each situation.
1. Reorganizing the files. You are convinced that the office assistant who previously
worked in your office made up his own filing rules. You have been working for three
weeks and have extreme difficulty finding anything the previous office assistant filed.
Your manager has told you to reorganize the files and to set up your own system. You
are eager to set up a better filing system, but this is the peak season for your
department. It will be at least two more months before you have time to reorganize
the files. Either individually or with a team member, follow the problem solving steps
to determine most appropriate solutions in the meantime.
I would first ask others who use the filing system if they are having extreme difficulty
finding files. If I am the only one struggling with it, perhaps I need clarification of
how the system was set up. If I am not the only one struggling with the system, I
would design my idea for a filing system on paper or electronically and get the
approval of my manager or others who use the filing system regularly to make sure
that I am not overlooking anything.
The conditions described in this scenario warrant action now, not two months from
now. After getting the manager’s approval for the new filing system, I would then
ask my manager for permission to spend an hour or two daily during regular work
hours to work on the reorganization of the files, or ask if overtime would be
permitted. If neither was a possibility, I would come in early, work through lunch,
and/or stay late to get this project done now – on my own time. There is too much
time being wasted looking for files. If I am having extreme difficulty finding files, I
don’t think I would want to replace files into a system that doesn’t make any sense.
Even if I have to do this project on my own time, the time, energy, and frustration
that would be saved by having a system that works would be worth it.
2. Misplaced files. You have set up an electronic filing system for your office, complete
with directories and folders. At numerous staff meetings you have asked the
managers to file their completed proposals into the correct folders you have set up.
NAME
DATE
C8-OJS
However, whenever you have to search for a proposal, you rarely find it in the correct
folder or even in the correct directory. How do you feel about this situation? What do
you think is the real problem? What solutions do you have for solving this problem?
Identify the advantages and disadvantages of each solution? At your next staff
meeting, what, if anything, will you suggest to the managers?
I would feel frustrated initially, but at the same time, I would give the managers the
benefit of the doubt. Did I get input from the managers before changing the filing
system? Perhaps they are having difficulty with a change that they did not want. If I
did get input from the managers, did I give sufficient training on the new system?
Just because it makes sense to me doesn’t mean that it will make sense to everyone
else.
If I didn’t get the managers input, one solution would be to have a meeting with the
managers asking for their input as to how to make the filing system work for them.
Their suggestions may indicate that my system needs to be changed. The advantage
to getting their input is that they will be more cooperative in using the filing system.
The disadvantage is that I may have to create the system all over again.
If I did initially get their buy-in to the new system, but they are struggling with using
it correctly, I would ask for time at the next staff meeting to conduct a training
session on using the system. If time was not available at the staff meeting, I could
also offer to do individual training for the managers who needed help.
The advantage to group training is that it would take less time than doing individual
training on the system. Also, questions may come up in the group that an individual
manager may not think to ask. The disadvantage to group training is that some
managers may not want to ask questions or give examples for fear of looking like
they don’t know what they are doing. In this case, individual training allows the
person to save face by being able to ask their questions in private.
3. Additional filing responsibilities. The four managers for whom you work have been
doing their own paper filing. However, today you were told you are to maintain the
files for all four managers. Their paper files will be moved to your area. You are to
maintain separate files for each manager. What can you do to make it easier to get the
materials to the appropriate manager and to re-file the materials?
I would set up a subject filing system with each manager having a subject heading. I
would also use a different color file folders for each manager to clearly distinguish
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whose files are whose and to eliminate the possibility of folders being misfiled.
4. Centralized filing dilemma. Your company centralizes the paper files for economy
and efficiency. Your manager, however, tends to resist releasing materials to the
central location, preferring to build up his and your in-office files. The records
supervisor has called you several times to remind you to return materials to the
central filing area. With your team member, apply the steps in problem solving to
help resolve this conflict.
I would sit down with my manager and have a talk with her about her reluctance to
release files to the central filing area – Covey’s “Seek first to understand” concept. If
she has valid reasons for needing files in her area, I would work with her to duplicate
essential files that she needs readily available and return the original files to the
central filing area. It’s important to have good working relationships with my boss as
well as the central filing manager. I’m sure that my boss would like to maintain that
relationship with the central filing manager as well.
5. Question of ethics. You have been asked by your supervisor to destroy files related
to an employee in your work group. You are aware the employee has taken legal
action against your company for sexual harassment. Describe how you will respond
to this situation.
I would tell my supervisor that what he is asking me to do is not ethical and that I
cannot destroy the files. If he insists that I do it, I would tell him that I am going to
speak to his supervisor.
NAME
DATE
C8-OJS