Problem-Solving in Business Activity

Lesson by Andrew Moss

Description (for Instructors)

This generative activity asks students to analyze, evaluate, and redesign business problem-solving writing strategies so that they effectively apply to their own professional fields. After developing field-appropriate principles for written problem-solving (referred to as an “outline” in the activity), students then draft short, informal messages aimed at solving one of three provided problems. Not only does this activity encourage practical application of theoretical problem-solving skills, but it also encourages students to consider how their individual problem-solving philosophies intersect with both general and field-specific problem-solving norms.

Students are asked to submit their outline and informal message to a submission tool on the course management system of the instructor’s choosing (i.e., Moodle, Canvas, etc.).

Note: The original Moodle assignment also includes a video that cannot be copied into the BTW Instructional Wiki. Please contact Andrew Moss at apmoss@illinois.edu for access to the accompanying lecture video. 

Explanation (for Students)

Instructions

1.) Watch the video: Watch the Problem-Solving Messages Video. Take notes on its advice for making requests, adjusting situations, and giving bad news.

2.) Review arguing strategies: Consider the following basic strategies for arguing in business:

  • Formal language makes a writer seem more trustworthy.
  • Objectiveness or avoiding emotion makes a reader seem more trustworthy.
  • Description is effective, even if there is a lot of it, but not judging is not.
  • A balance of the positive and the negative makes you seem just and impartial.
  • Do not let emotion get the best of you, or take over your argument.
  • Exaggerated or over the top (hyperbole) language or stories make you seem like a troll, or like you’re just out to ruin someone’s day.
  • Lot’s of details that “show you’ve been there” or that you have researched the problem make you seem like a reliable witness who has reliable proof of a problem.
  • Give constructive criticism.
  • Be managerial: give advice about how a situation can be improved.
  • Offer and describe a solution.

3.) Make a problem-solving outline: Compare the advice and strategies of each of these two resources (i.e., the Problem-Solving Messages Video and the business arguing strategies listed above), and make an outline of your own for solving problems in the profession of which you will be a part.

4.) Write a problem-solving message: Write a brief (no more than 200 words), informal message in any genre that uses your newly created outline to solve any one of the following problems:

  • Getting repairs done to your apartment or house
  • Requesting that your roommate clean the kitchen more often
  • Asking a team member in your class to attend meetings on time.

5.) Submit your materials: Submit both your outline and informal message.

Submission Directions

  • Submit your assignment using the following naming convention: lastname_problemsolvingact.
  • File formats accepted: .pdf, .doc, .docx

Grading

This activity is worth two homework/activity grades. All activities together are worth 20% of your final grade.

Deadline

See the week-specific instructional activities table for specific deadline information.

Student Examples

Student Example #1

Outline to problem solving in business

Notes from video:

    • Opening (attention grabber)
    • Closing (resolves conflict and motivates to act, contact info)
    • Complaint Letter
      • Explain rule or promise that has been broken
      • Describe it and request appropriate outcome
      • Describe what you want reader to do
    • Adjustment letter:
      • Good news (positive adjustments)
      • Thank the complainer
      • Restate complaint
      • Apologize
      • Detail explanation on how you will fix problem
      • Explain how the problem occurred (take responsibility)
      • How you will you prevent it in the future
      • Bad news (negative adjustments)
      • Thank the complainer
      • Restate complaint (from your point of view)
      • Say no politely and clearly, resolve the communication
      • Explain why you are refusing

Additional strategies

    • Provide good arguments that are not biased
    • Don’t sound accusatory, such as “you did this”
    • Have an example of how you are also doing something to improve in this area, or suggestions (if it is a complaint)

Informal message to: requesting that your roommate clean the kitchen more often

Hey roomie! I kind of noticed recently that the kitchen isn’t as clean as I expected it to be. I am so used to having a kitchen cleaned once a week, since it is the way that I was raised, and it makes me feel better knowing that we are cooking in a clean and safe environment. Do you think we could hold each other accountable to clean the kitchen taking turns every week? Sorry for not mentioning this earlier, but I didn’t realize how much this issue would get to me. I wanted to make sure you are aware that I feel this way and I want you to be comfortable coming to me with any concerns you may have, since we will be living together all semester. I can clean the kitchen this Sunday and you clean it next week and so forth, does that sound good?

Student Example #2

After watching the videos, the outline that I would use for problems is as follows:

  1. Establish the main problem occurring between the parties
  2. Provide details about the specific conflict arising from this
  3. Lay out steps that could solve the problem
  4. Keep it positive by making it more of a conversation than yelling
  5. Reach an agreement together

Informal message: asking a team member in your class to attend meetings on time.

Hi Jack,

I just wanted to touch base and see how you have been doing. I noticed that you have been showing up to meetings late. This has caused some troubles since we are unable to start until you get here and it puts us off. I know at the beginning of class you said that this meeting time works well for you. I was wondering if there is a reason you have not been making it. Maybe we could help you get there by providing a ride, changing the meeting location, or meeting at a different time. Let me know if any of these options work so we can reach an agreement. Have a great rest of your day!