Resolving Workplace Difficulties

Who should resolve these workplace issues

• Manager / Supervisor

• A staff member needs help to clean a mess made by a client

• Employee

• A client has disclosed information that indicates someone may be at risk of harm

• Employee

• A client has asked for the contact details of a social worker

• Employee

• A staff member finds the photocopier is not working

• Manager / Supervisor

• A staff member feels intimidated by a fellow worker

Put these problem solving steps into the correct order

• Evaluate - was the problem solved? What worked well? What didn't work well?

• Listen to the client

• Define exactly what the problem is e.g. what is happening, what is being impacted?

• Identify the problem

• Action - what steps need to be taken to resolve the problem

It's David's first day on the job and his supervisor has given him a list of tasks to complete. He gets to one task and can't remember what he was supposed to do. What should he do?

• Ignore the task and move on to the next one.
• Complete the task based on his assumptions.
• Ask a coworker who is not familiar with the task.
• Ask the supervisor for clarification on the task.

Michael is not feeling well and needs to take a day off work. His manager requires staff to call in sick before 8:00am. Michael has slept through his alarm and when he wakes up it is past 8:00am. What should he do?

• Call the manager to inform them he is sick.
• Take a sick day without informing anyone.
• Go to work and hope no one notices.
• Send an email to the manager later in the day.

Shelly gets into a discussion with a colleague and it quickly becomes obvious that her colleague has an opposite view on the topic they are discussing. Shelly is very passionate about her opinion. What should she do?

• Ignore her colleague and change the subject.
• Dismiss her colleague's view as irrelevant.
• Become aggressive to defend her opinion.
• Engage in a respectful discussion and seek common ground.

List 3 common problems you may face in the workplace:

We need to ask questions to ​ (a)   knowledge. We need to ask questions in a ​ (b)   sequence. Your questions should help you to ​ (c)   information.

• consolidate
• logical
• clarify

In the problem solving context, consolidating means ​ deepening and ​ (a)   your knowledge so you are able to draw on this in the future. This can include ​ showing or ​ (b)   your knowledge by ​ (c)   , repeating or ​ (d)   back the ​ (e)   and facts to the speaker.

• strengthening
• demonstrating
• summarising
• paraphrasing
• relevant details

When asking questions you should (tick multiple correct answers):

• Address questions to the relevant person

• Speak clearly and confidently

• Use polite language, free from bias and with a friendly tone

• Speak without rushing and allow time for people to answer

• Adjust your questions to account for the responses you receive

List the 7 Key Active Listening Skills in order

a

b

c

d

e

f

g

Summarise

Be Attentive

Be attuned to and reflect feelings.

Ask open ended questions

Request clarification

Paraphrase

Ask probing questions