L G B T   C a m p u s   O r g a n i z i n g

(When (I, he, she, they)______, you

Problem Solving

felt_______, because you ________,

The following is a six step problem solv 

and what you want is_______,

ing model which you can use to find

because_________.) 

mutually agreeable solutions to conflicts.  

When this cycle is complete the person

talking usually feels understood.  Under 

Step 1

standing is not the same as agreeing,

Define the problem in terms of the real

however. 

needs of each person (not their proposed

solution).  State the facts, not opinions,

about the actual condition.  Get agree 

ment on the desired condition.  The prob 

lem is often the difference between the

two.  It is important to get agreement on

the actual problem (specific and factual)

before moving on to the solutions.

Step 2

Think of possible solutions without eval 

uating or discussing any suggestions;

this is sometimes referred to as brain 

storming solutions.

Step 3

The receiver(s) will also have an oppor 

Each person eliminates any solutions

tunity to express themselves according to

they could not possibly agree to, it is

this model and be listened to.  Helping

sometimes helpful to figure out before 

people clarify their ability to send mes 

hand what criteria you will use to evalu 

sages and helping people to feed back

ate the solutions.

what they have received is one part of

conflict resolution.  It is especially useful

Step 4

in interpersonal conflicts so that people

Of the remaining solutions, decide which

feel heard and understood.  

one to use.

Often it is at the point of trying to agree

Step 5

on a solution that things get hung up.  Try

Develop an implementation plan, who is

the following problem solving technique

going to do what by when?

until you can find a mutually agreeable

solution.  This problem solving approach

Step 6

is based on a belief that it is possible for

Contract to check back at a certain time

everyone to get their needs met.  It is

to see if the solution worked.  If not, try

important that people are not forced into

this method again.

agreement because they will probably not

follow through.  

(IV) Diversity

Every group or organization wants the

fullest contribution of all its members.

6 6

M

B u i l d i n g   a   H e a l t h y   O r g a n i z a t i o n