Collaborative Problem Solving
Collaborative Problem Solving is an approach to resolving problems or conflicts between people, with the goal that solutions be acceptable to all parties. It engages all concerned parties, in a process that redefines problems, discovers new alternatives and focuses on common or overlapping interests. Neither party capitulates or dominates the other. No one loses or gives in because both parties benefit. This is often called a “win/win” way of dealing with conflicting needs. It’s been found to help with many common problems that arise between people
Six Steps of the Collaborative Problem Solving Model
- Define the problem in terms of needs, not solutions
- Brainstorm possible solutions
- Select solutions that will best meet the needs of both parties, while also identifying possible consequences
- Plan who will do what, where, and by when
- Implement the plan
- Evaluate the problem-solving process, and at a later date, how well the solution worked out
Collaborative problem solving requires the use of listening skills, assertion skills and uses the conflict resolution model.
Step 1 : Define the Problem in Terms of Needs, Not Solutions
Conflict in a situation occurs because individuals desire goals/solutions they perceive as attainable by one or the other, but not both. For a win/win outcome the problem is stated in terms of needs or concerns, not solutions. To discover needs it’s usually necessary to find out why each person wants the solution originally proposed. Sometimes it’s necessary to separate means (the “how”) from ends (the “what”, or goals). This step may take the greater part of the time needed for the problem solving process. It requires asserting one's own needs and concerns, and listening reflectively until you understand the other’s needs and concerns. When this is complete, both sets of needs are restated in a one sentence summary of the problem
The message conveyed is that the other person and their needs and concerns are understood to be important, just as you and your own are important
Step 2 : Brainstorm Possible Solutions
Brainstorming is the rapid generation and listing of solution ideas without clarification and without evaluation of their merits. Go for quantity, not quality. Don't evaluate. Don't seek clarification. Include seemingly zany or unusual ideas. Expand on each other's ideas. List every idea. Do not attach names or separate by person, ideas that are generated
The message conveyed is that creative thinking is valued and that working together can be more creative in dealing with a common concern than working alone
Step 3 : Select the Solution (or Combination of Solutions)
That Will Best Meet Both Parties Needs
If clarification is required, the "no evaluation" guideline continues to apply. Ask what solutions the other would favor in the resolution of the problem. State which alternatives are best for you. Determine which choices coincide. Jointly decide on one or more of the alternatives. Usually, if the needs were well defined at the start, several of the same alternatives will be selected by both parties
Ensure that both parties are satisfied with the solution so that both will be motivated to see the solution implemented. Consensus is the decision-making process most appropriate to use in this situation. Consensus is a process of free and open exchange of ideas until agreement has been reached. Each individual's concerns are heard and understood and a sincere attempt is made to take them into consideration. The conclusion may not reflect the exact wishes of either member but in that it does not violate deep concerns of the parties, it can be agreed upon
The message conveyed is that both individuals want to have their needs satisfied and it is unacceptable to have either one denied their needs
Step 4 : Plan Who Will Do What, Where, and By When
This involves working out the specific pragmatics of the solution and identifying any possible unwished for consequences. Once the details have been worked out it is usually helpful to write them out - but only as a reminder
The message conveyed is that both individuals are willing to make joint decisions and coordinated plans to meet needs
Step 5 : Implement the Plan
Complete the action steps on schedule as a measure of good faith. If there is failure to do so, an assertion or notification message can be offered, followed by reflective listening
The message conveyed is that both individuals have the power to change their behaviors, in ways that will enhance their relationship and their lives. In addition to words, commitment is expressed in actions
Step 6 : Evaluate the Problem-Solving Process, and at a
Later Date, How Well the Solution Worked Out
Evaluate how the process was - how each feels, what they most liked and most disliked about the process, anything that they wished they had or hadn't said and what each can do better the next time. Set a time for evaluation of the solution (after it has had a chance to be implemented). If it is not working, it needs to be corrected, or a new one needs to be established. If it is working well it needs to be celebrated in some way
The message conveyed is that each individual desires to continually improve the way problems are solved. Both individuals demonstrate honesty and integrity by discussing their feelings about this interaction. They are not locked into any solution policy or rule. If it doesn't turn out as good as anticipated, they have the power to make it better
Article : Nancy Willihnganz Edited/revised with permission by Jeff Smith RN
Adapted from People Skills - Robert Bolton, Simon and Shuster 1979 April 2001
Please send comments to Nancy Willihnganz at will@camosun.bc.ca
Next in series : Collaborative Problem Solving : Treating Explosive Kids
Collaborative Problem Solving is an approach to resolving problems or conflicts between people, with the goal that solutions be acceptable to all parties. It engages all concerned parties, in a process that redefines problems, discovers new alternatives and focuses on common or overlapping interests. Neither party capitulates or dominates the other. No one loses or gives in because both parties benefit. This is often called a “win/win” way of dealing with conflicting needs. It’s been found to help with many common problems that arise between people
Six Steps of the Collaborative Problem Solving Model
- Define the problem in terms of needs, not solutions
- Brainstorm possible solutions
- Select solutions that will best meet the needs of both parties, while also identifying possible consequences
- Plan who will do what, where, and by when
- Implement the plan
- Evaluate the problem-solving process, and at a later date, how well the solution worked out
Collaborative problem solving requires the use of listening skills, assertion skills and uses the conflict resolution model.
Step 1 : Define the Problem in Terms of Needs, Not Solutions
Conflict in a situation occurs because individuals desire goals/solutions they perceive as attainable by one or the other, but not both. For a win/win outcome the problem is stated in terms of needs or concerns, not solutions. To discover needs it’s usually necessary to find out why each person wants the solution originally proposed. Sometimes it’s necessary to separate means (the “how”) from ends (the “what”, or goals). This step may take the greater part of the time needed for the problem solving process. It requires asserting one's own needs and concerns, and listening reflectively until you understand the other’s needs and concerns. When this is complete, both sets of needs are restated in a one sentence summary of the problem
The message conveyed is that the other person and their needs and concerns are understood to be important, just as you and your own are important
Step 2 : Brainstorm Possible Solutions
Brainstorming is the rapid generation and listing of solution ideas without clarification and without evaluation of their merits. Go for quantity, not quality. Don't evaluate. Don't seek clarification. Include seemingly zany or unusual ideas. Expand on each other's ideas. List every idea. Do not attach names or separate by person, ideas that are generated
The message conveyed is that creative thinking is valued and that working together can be more creative in dealing with a common concern than working alone
Step 3 : Select the Solution (or Combination of Solutions)
That Will Best Meet Both Parties Needs
If clarification is required, the "no evaluation" guideline continues to apply. Ask what solutions the other would favor in the resolution of the problem. State which alternatives are best for you. Determine which choices coincide. Jointly decide on one or more of the alternatives. Usually, if the needs were well defined at the start, several of the same alternatives will be selected by both parties
Ensure that both parties are satisfied with the solution so that both will be motivated to see the solution implemented. Consensus is the decision-making process most appropriate to use in this situation. Consensus is a process of free and open exchange of ideas until agreement has been reached. Each individual's concerns are heard and understood and a sincere attempt is made to take them into consideration. The conclusion may not reflect the exact wishes of either member but in that it does not violate deep concerns of the parties, it can be agreed upon
The message conveyed is that both individuals want to have their needs satisfied and it is unacceptable to have either one denied their needs
Step 4 : Plan Who Will Do What, Where, and By When
This involves working out the specific pragmatics of the solution and identifying any possible unwished for consequences. Once the details have been worked out it is usually helpful to write them out - but only as a reminder
The message conveyed is that both individuals are willing to make joint decisions and coordinated plans to meet needs
Step 5 : Implement the Plan
Complete the action steps on schedule as a measure of good faith. If there is failure to do so, an assertion or notification message can be offered, followed by reflective listening
The message conveyed is that both individuals have the power to change their behaviors, in ways that will enhance their relationship and their lives. In addition to words, commitment is expressed in actions
Step 6 : Evaluate the Problem-Solving Process, and at a
Later Date, How Well the Solution Worked Out
Evaluate how the process was - how each feels, what they most liked and most disliked about the process, anything that they wished they had or hadn't said and what each can do better the next time. Set a time for evaluation of the solution (after it has had a chance to be implemented). If it is not working, it needs to be corrected, or a new one needs to be established. If it is working well it needs to be celebrated in some way
The message conveyed is that each individual desires to continually improve the way problems are solved. Both individuals demonstrate honesty and integrity by discussing their feelings about this interaction. They are not locked into any solution policy or rule. If it doesn't turn out as good as anticipated, they have the power to make it better
Article : Nancy Willihnganz Edited/revised with permission by Jeff Smith RN
Adapted from People Skills - Robert Bolton, Simon and Shuster 1979 April 2001
Please send comments to Nancy Willihnganz at will@camosun.bc.ca
Next in series : Collaborative Problem Solving : Treating Explosive Kids
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