Problem Solving

by Unre Visagie

Creative and objective problem solving
Chapter 6
p.5
When I find out what a customer’s or colleague’s needs are, I try to give them the best service every time they call.
However, you won’t believe how many customers I’ve lost over the last few months. Can you think of a reason?
More of the same doesn’t always add value to the other party. Sometimes less of the same equals more value added. You cannot apply the same mode of thinking under all circumstances.
Sometimes you have to apply creative thinking (second order thinking) in dealing with situations, especially when things are no longer working.

Creative and objective problem solving

Chapter 6 p.5

w&t_question

I Ask

When I find out what a customer’s or colleague’s needs are, I try to give them the best service every time they call.

However, you won’t believe how many customers I’ve lost over the last few months. Can you think of a reason?

w&t_exclamation

I Answer

More of the same doesn’t always add value to the other party. Sometimes less of the same equals more value added. You cannot apply the same mode of thinking under all circumstances.

Sometimes you have to apply creative thinking (second order thinking) in dealing with situations, especially when things are no longer working.

More of the Same=Less

Less of the Same=More

First order principle:

More of the same = More

When a client is happy with your services, then offer more of the same service.

More of the same = Less

When a customer is not satisfied with your services and you still push the same product, the client will either give you less or no business at all.

Linear thinking
(1st order)

Useful when things are working:

  • Logical and predictable digging of the same hole
  • Same stimulus
    Same response
  • Inside the system
  • First order thinking
  • “A” means “B”
  • Conclusive
  • Input directed
  • Inflexible

Lateral thinking
(2nd order)

Essential when things are no longer working:

  • Unpredictable
  • Digging another hole somewhere else
  • Change stimulus
  • Change responses
  • Outside the system
  • Second order thinking
  • What else could “A” mean?
When there is acceptance When there is resistance

About Unre Visagie
I am a master coach with 30 years of career and business coaching experience. I have built and sold many of my own multi-million dollar companies. I have always built my companies based on the principle of successful people make a successful company. I invest in people. As your coach you get 30 years of experience to help you do the work you love and earn the salary you want.

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