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Furthermore, each individual finds that it is much easier to complain about
the way things are than to have the courage to change them. Most people
prefer an unsatisfactory present to an uncertain future. As Shakespeare’s
Hamlet put it, we would rather bear those ills we have than fly to those we know

not of.

If conflicting parties do want to solve their mutual differences, most do not
possess an adequate set of problem-solving skills to bring this about. With
all the good intentions in the world, people often discover that where they
end up is not where they wanted to be at all. Instead of solving problems,

they get bogged down in defending their positions. That is why is it useful
to undertake an organized or systematic procedure to arrive at mutually
agreeable solutions. To that end, an effective problem-solving approach
involves the following steps:

1. Defining the problem

2. Collecting information and diagnosis

3. Suggesting solutions and researching them

4. Evaluating alternatives

5. Gaining agreement and commitment

6. Finalizing a course of action (implementation procedures)

Step 1: Statement of the Problem

A problem is basically a dilemma with no apparent way out. In human
relationships, problems tend to occur as a result of opposition of ideas,
goals, or needs. The first step of any effort to mitigate this opposition

should always be to get agreement on a clear statement of the problem. A
good problem definition states the current situation and the desired
situation. For example, our responsive time for prospect inquiries over the

David Kolzow 190