Effective Problem Solving & Communication

BSC card item Aims to train all ?? grade staff for their problem solving and communication skills and ensure that they can apply the learnt skills

• AM

• SM

• OFFICER

• WORKER

Problem analyses method –fishbone 6M

• Man

  Method Machine Management Environment Materialism

• Man

  Method Machine Management level Environment Material

• Man only

  Method Machine Management Environment Material

• Man

  Method Machine Management Environment Material

5 WHY is continue to ask 5 time of WHY, the propose is to find the ??

• reason

• root cause

• Topic

• HOW

SIGMUND FREUD’S MENTAL ICEBERG THEORY

• 1. Subconscious

  2. Subconscious

  3. Unconscious

• 1. Unconscious

  2. Subconscious

  3. conscious

• 1. Conscious

  2. Subconscious

  3. Unconscious

• 1. Conscious

  2. Conscious

  3. Unconscious

4-STEP COMMUNICATION FRAMEWORK

• 1. Positive  Opening

  2. Identify Needs &  Opportunities

  3. Support & Acknowledge

  4. Close & Referral

• 1. Positive closing

  2. Identify Needs &  Opportunities

  3. Support & Acknowledge

  4. Close & Referral

• 1. Positive  Opening

  2. Identify Needs

  3. Support & Acknowledge

  4. Close & Referral

• 1. Positive  Opening

  2. Identify Needs &  Opportunities

  3. Support & get noted

  4. Close & Referral

ACTIVE LISTENING - LORAC

• LO: Listen

  R: Restate what you have

  understood A: Ask relevant questions C: Confirm mutual  understanding

• LO: Listen Openly R: Restate what you have

  understood A: Ask relevant questions C: Confirm my  understanding

• LO: Listen Openly R: Repeat what you have

  understood A: Ask relevant questions C: Confirm mutual  understanding

• LO: Listen Openly R: Restate what you have

  understood A: Ask relevant questions C: Confirm mutual  understanding

How do you feel about this training session?

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