Problem Solving

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Copyright © 2024 ABC Life Literacy Canada.​

UPOSPRS2024-05-06-2-EN

First published in 2022 by ABC Life Literacy Canada. All rights reserved.​
Distributed to organizations across Canada by ABC Life Literacy Canada.

This project is funded in part by the Government of Canada’s Skills for Success Program.

UP Skills for Work was developed with support from founding sponsor Canada Life.

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 Problem Solving

Welcome to UP Skills for Work!

The program helps you build your skills for learning, work, and life, which
include:

• Motivation • Reading

• Attitude • Writing

• Accountability • Numeracy

• Presentation • Digital

• Collaboration • Problem Solving

• Time Management • Confidence

• Adaptability • Communication

• Stress Management • Creativity and Innovation

These skills are used in nearly every job and in daily life. They also allow us
to learn new skills and to adapt to changes. Improving your skills can help
you to build a good life for yourself.

You can also take these courses on ABCskillshub.ca

This workshop
This workshop deals with the skill of problem solving.

In life, we encounter problems all the time – big and small ones. When we
are able to solve problems effectively, we can improve our quality of life.
We can be happier, more confident, and more independent.

In this workshop, we will talk about how and why we problem solve. You will
learn what problem-solving skills are and how to use them. You will be able
to identify what causes the problems you face and what you can do about
them.

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 Problem Solving

What is problem solving?

Nobody likes running into problems, whether it’s at home or at work.
Problems are inconvenient, and it often feels like they’re out of our control.
But problem solving can help us figure out all kinds of problems.

Problem solving is when we use our skills and

knowledge to fix something, make a situation
better, or find a new way of doing things.

We use problem-solving skills when we:

• Fix a flooded basement

• Take a detour while driving

• Help to comfort a sick child

• Get through a busy day at work

• Resolve an argument with a loved one

We often problem solve without realizing that’s what we’re doing. When
something gets in our way, we try to fix it so that we can carry on. There are
lots of different ways to solve a problem.

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 Problem Solving

Why is problem solving important?

No one likes problems. It’s easier when everything goes just the way we
want it to. But problems are a part of life. Having strong problem-solving
skills can help you feel less worried and more in control when things go
wrong.

Problem-solving skills can improve our lives in many ways. Good problem
solving can help us:

• Get out of debt

• Find a job

• Have happy relationships

• Stay healthy

• Meet deadlines

When we have strong problem-solving skills, we can make smarter

decisions, keep ourselves safe, and avoid making mistakes.

Problem-solving skills are very important at work. Employers want to hire

people who are good at solving problems. Strong problem-solving skills can
help you increase your chances of finding the job you want.

Ask yourself...
Think about how you solve problems in your daily life.

• How could strong problem-solving skills help you at work?

• How could they help you at home?

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 Problem Solving

Getting started
How do you feel about your problem-solving skills? An honest assessment will
help you understand your strengths. It will also help you figure out what you’d
like to improve.

Put a check mark in the box beside the statement that sounds most like you.

Activity I’m confident in my problem-solving skills and can solve most

problems without much help.

I’m pretty good at solving problems, but sometimes I get frustrated

or need help with really big problems.

I feel upset or scared when things go wrong. It’s hard for me to

know how to fix the problem or what to do next.

None of the above. Here’s my situation:

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 Problem Solving

Steps for problem solving

When a problem comes our way, it can often feel overwhelming.
Sometimes, we have to face many problems at once! The best way to
feel better about a problem is to break it into steps. Thinking about each
problem we face in a step-by-step way can help us solve it.

We can start solving problems by taking these steps:

1. Understand the problem

2. Gather information

3. Compare your options

4. Make a decision

5. Reflect on the results

Practicing these steps will help us strengthen our problem-solving skills.

Knowing what to do next helps us stay calm when we have to solve
problems.

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 Problem Solving

1. Understand the problem

Short-term and long-term problems
The first part of understanding a problem is knowing how long it will take to
solve. There are two main time-frames for problems:

• Short-term problems

• Long-term problems

Figuring out how long a problem will last helps us be patient and come up
with the right solutions. Knowing that we’re working to solve a long-term
problem can make it easier to think about a long-term solution.

Short-term problems might be quicker to solve, but that doesn’t mean

they’re not urgent. If your child starts choking on their snack, you have to
act fast to help them.

A problem might also be long-term, but not urgent. For example, you might
decide to repair an old car. You might work on it when you have the time
and money, but you’ll solve other problems first.

A short-term problem can be solved quickly and

sometimes easily.

A long-term problem takes more time to solve and

often requires more effort.

An urgent problem is one you need to solve right away.

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 Problem Solving

Activity
In the table below, write whether you think each problem is:

• A short-term problem or a long-term problem

• Urgent or something that can wait

Identifying problems

Short-term or Urgent or can

Problem
long-term? wait?

Having dry skin in the winter

Forgetting your wallet at home

Getting food poisoning

Having your bike stolen

Managing diabetes

Running out of mobile data on

your phone

Getting out of debt

Let’s talk about it

Discuss these questions with a partner or in a group:

• Did everyone in your group agree about which problems were short-
term and which were long-term?

• Did everyone agree about which problems were urgent?

• What are some reasons we might disagree about how long it takes to
solve a problem?

• What are some reasons we might disagree about whether a problem

is urgent?

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 Problem Solving

Root causes
The next part of understanding a problem is finding the root cause. Knowing
the root cause can help us learn why a problem might be happening.

A root cause is the source of a problem. It can help

us understand why a problem started happening.
Sometimes a problem has only one root cause, and
other times, a problem could have several root causes.

Most problems happen for a reason. When we look for a root cause, we are
trying to understand why the problem is happening. It’s helpful to think of
our problems like a tree.

Leaves
The leaves are the problems we face.
For example, one leaf could be a flooded
basement.

Branches
The branches are the questions we can
ask ourselves about each problem:

• Why is my basement flooded?

• What could have caused the flood

Roots
The roots are the root cause. Trying to
find answers to your questions helps you
find out what is causing the problem.
For example, your basement is flooded
because there is a crack in your house’s
foundation.

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 Problem Solving

Meet Jason
Jason is a server at a fast food restaurant. He has to manage
many orders and tables. When customers ask him questions, he
sometimes answers in a rude way. His supervisor gives him a verbal
warning to improve his attitude.

Activity In a group or with a partner, try to fill in answers to the questions below.

Leaves: What is Jason’s problem?

Branches: What are some questions

Jason can ask himself to understand his
problem?

Roots: What are some possible root

causes of Jason’s problem?

Let’s talk about it

There are many different ways to think about Jason’s problem.

• Was it easy to find Jason’s problem? Did he have more than one?

• Was it easy to find root causes? Did you find the same one?

• Do you think Jason’s problem is urgent?

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 Problem Solving

2. Gather information
Brainstorming
Now that we understand our problem, the next step is to gather
information that can help us solve it. The first place we can find information
is in our own heads! Sometimes, we can find a solution to our problem by
brainstorming.

Brainstorming is when you gather as many ideas as

you can, without worrying if they’re good or bad. You
can brainstorm by yourself or in a group.

By brainstorming, we can come up with more than one possible way to

solve a problem. When we think about how to solve a problem, our first
idea is not always the best idea. This is why it’s important to come up with
many different ideas. Then we can decide to see which one has the best
chance of solving our problem.

Here’s a good way to brainstorm:

• Write down your problem question in the middle of a piece of paper.

For example: How can I stay organized at work? Then circle it.

• Spend 10 minutes drawing as many ideas as you can that branch off
from the problem question in their own boxes.

• Don’t worry about if your ideas are good or bad—just write!

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 Problem Solving

Meet Andre
Andre is biking to work. When he’s about halfway there, his tire
pops. He looks for his phone to call his boss, but it’s not in his
pocket. He realizes that he’s forgotten it at home, and has no other
way of getting in touch with his boss or anyone else who could help.
He wonders how he can make it to work on time.

Activity Take 10 minutes to brainstorm ideas that could help Andre with his problem.
Write your ideas in the boxes below.

How can Andre get to work on time?

Let’s talk about it

Join a group or find a partner and compare your ideas.

• Did you find it easy or hard to come up with ideas?

• Did you come up with similar ideas or different ones?

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 Problem Solving

Finding and trusting information

Sometimes we can brainstorm our own ideas to solve problems, but
sometimes we need help. When we gather information to solve a problem,
we want to find information that we can trust.

You might feel like you have all the answers you need for some problems.
For other problems, you might ask friends, family, or mentors for advice.
Sometimes, you might face a problem that’s totally new to you.

When we need to gather information about a problem, it’s important to find

reliable sources. Reliable sources present information in a fair way that
avoids bias. It’s great to gather information from as many reliable sources
as you can so you see the problem from different angles.

Reliable sources provide information that you can

trust. Someone who is an expert or an article on a
government website is a reliable source.

Bias means unfairly thinking that some people or

ideas are better than others.

Ask yourself...
Think about how you get help when you have to solve a problem.

• Who do I ask for information when I have a problem?

• Where do I look for information when I have a problem?

• How do I know that I trust that information?

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 Problem Solving

Meet Jaromir and Conrad

Jaromir works in construction. His company hires Conrad, a young
foreman, to be Jaromir’s boss. Jaromir is annoyed. He doubts this
young guy has enough experience to tell him what to do.

One day, Jaromir runs into a problem with the house he is framing.
Conrad comes over and kindly suggests some ideas. Jaromir likes
Conrad’s ideas, and he appreciates that Conrad gave him several
suggestions to choose from.

Let’s talk about it

When Conrad helps Jaromir solve a problem, Jaromir starts to trust him.

• Did Jaromir have a bias when he started working with Conrad?

What was it?

• How did Conrad prove himself to be a reliable source?

• Can you relate to Jaromir’s situation? Can you relate to Conrad’s?

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 Problem Solving

Activity Imagine that you really like drinking coffee, but you don’t always feel good
after you do. Some of your friends tell you that coffee is bad for you, and
others say it’s healthy. You look online for more information and you find
an article called: “Scientific study finds that coffee has health benefits!”
When you’re reading the article, you learn this information:
• The scientific study was paid for by a coffee company.

• The study checked the health of 5,000 people for 10 years.

• T
 he study compared the health of coffee drinkers and non-coffee
drinkers.

• The study did find health benefits. But it also found health risks.

Is this article a reliable source? Put a check mark beside your answer.

Yes No I’m not sure

Let’s talk about it

Get together in a group and compare your answers.

• Do you think the article is a reliable source? Why or why not?

• Did hearing other people’s thoughts about the article change what
you thought about it?

• Would this source be helpful in solving your problem about whether

or not to drink coffee?

• If you need more information to make your decision, where would
you find it?

When we decide if information comes from a reliable source, we are

using our critical thinking skills. Then we can choose to use or avoid that
information as we try to solve our problem.

Critical thinking is when we review information

and decide what we think about it.

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 Problem Solving

3. Compare your options

Now that you’ve gathered your information, it’s time to compare your
options. Depending on how many options you have, you can compare them
in different ways.

Ranking ideas
Sometimes you might have lots of good options to solve a problem. That’s
great! You can rank your ideas to choose the best ones to try first.

Meet Sacha
Sacha is taking a class online. He has almost finished an assignment
that’s due tomorrow when his power cuts out. His computer shuts
off without saving his work!

Activity Take 10 minutes to brainstorm ideas that could help Sacha with his
problem. Draw or write about your brainstorm below.

When you’re finished, cross out any ideas that you’re not sure would work.
Then, choose three ideas from the ones you have left. Rank them from 1 to
3, in the order that you would try them if you were Sacha. Write your ideas
below.

1.

2.

3.

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 Problem Solving

Pros and cons list

Sometimes you can rank problem-solving ideas, and sometimes you have
only two options. Either way, comparing options helps us see which idea has
the best chance of working. It also helps us think about the good and bad
consequences of each idea. We can compare the consequences of different
options by making a pros and cons list.

A consequence is the result of an action. It’s what

happens because of something you did. Consequences
can be good or bad.

A pros and cons list is all the consequences that might

come from a decision. Good consequences are called
“pros.” Bad consequences are called “cons.”

Meet Ling
Ling works at a department store. One day, Ling’s boss tells her she
is being promoted! Ling is very excited. But Ling’s manager tells
her that the promotion is at a store in a different city. Ling can stay
where she is in her current job, or she can move away to get the
promotion. Ling is not sure what to do.

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 Problem Solving

Activity Think about the pros and cons of Ling staying in her current job. Write the
pros and cons in the first table below. Then, think about the pros and cons
of Ling moving away. Write the pros and cons in the second table below.

Pros and cons of Ling staying

Pros Cons

Pros and cons of Ling moving away

Pros Cons

Let’s talk about it

Get together in a group and compare your lists.

• Did you find it easy to come up with pros and cons?

• Were there pros and cons that you hadn’t thought about before?

• Do you think these lists would help Ling with her decision?

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 Problem Solving

4. Make a decision
Sometimes, we make quick decisions to try and solve our problems. But
making an informed decision means you have:

• Thought about the problem

• Figured out the root cause

• Brainstormed ideas

• Gathered more information

• Compared your options

You can make an informed decision after

thinking about the information you gathered
and the consequences of the different options.

Understanding the problem and brainstorming solutions are only useful

if we take action. Making an informed decision helps us put our ideas into
action, which leads to results.

Once you have brainstormed, found reliable sources, and compared your
ideas using pros and cons lists, you can choose the one that’s best for you.

Meet Ananya
Ananya has recently moved to Canada from India. She’s trying to
decide whether she should take an online course to improve her
English. It’s a big decision, and she wants to think about it carefully.
She feels like there are a lot of consequences to consider.

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 Problem Solving

Activity Should Ananya take this course? Here’s the pros and cons list that Ananya
made. Add any new pros or cons that you think of at the bottom of the
table. Work with a partner or a group to help her make her decision.

Ananya’s list of pros and cons

Pros Cons

• T
 he course can help her improve • T
 he course is expensive. She would
her English. need to use some of her savings to
• S
 tronger English skills can help pay for it.
her make friends more easily. • T
 he course is only offered on
• S
 tronger English skills can help Tuesdays, when she normally goes
her find a job. to dance class.

• S
 he loves learning and going back • S
 he’s heard that this course is hard.
to school would make her happy. She would need to spend a lot of
extra time studying.

Should Ananya take the course? Put a check mark in the box beside your answer.

Yes

No

Let’s talk about it

There are pros and cons to both of Ananya’s options.

• What did you decide?

• Did everyone in your group agree? Is there only one right decision?

• Do you need to make a pros and cons list for all decisions? When do
you think it’s best to use this tool?

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 Problem Solving

5. Reflect on the results

Making an informed decision doesn’t guarantee that you’ll solve your
problem on the first try. It means you’re making the best decision you can
make. If it doesn’t work, you can practice self-reflection, and then try other
options.

Self-reflection is our ability to think honestly about

ourselves and our actions, ideas, beliefs, or opinions.

We can always learn from our experiences. Reflecting on why an option

didn’t solve a problem can help us understand what option we could try
next. If we were able to solve our problem, reflecting helps us understand
why. It also helps us be ready to solve the next problem.

Self-reflection means asking ourselves:

• Did this decision have a good or bad consequence? Or both?

• Why did this decision lead to each consequence?

• What lessons can I learn from making this decision?

• What would I do differently next time?

You can reflect in different ways. Some people like to write down their
thoughts, and others like to think about the situation on their own.
Sometimes, people choose to reflect by talking about their decision with a
friend.

Ask yourself...
Think about what you do after you solve a problem.

• Do you practice self-reflection? How do you do it?

• Can you think of a recent time when you used self-reflection after
solving a problem?

• Has self-reflection ever helped you find a better way to solve a

problem?

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 Problem Solving

Building problem-solving skills

Just like other skills, you can develop and grow your problem-solving skills
at any age. Try some of these ways to practice problem solving:

Take it step by step

Sometimes we have long-term problems that are not easy to solve. This can
make us feel overwhelmed. When this happens, close your eyes and take a
few deep breaths. Be patient with yourself and work to solve the problem
one step at a time.

Ask questions to understand the problem

It can help to start with the basics, like:

• What am I trying to understand?

• What do I already know about this problem?

• What information am I missing?

Find the right tools and strategies for you

We’ve talked about pros and cons lists. Learn to use tools that help you
gather and think about information.

Challenge yourself to learn new things

When you’re learning, you’re strengthening your ability to solve problems.
Taking courses or reading about an issue that interests you are ways to
learn new things. Playing video games and sports can also be fun ways to
challenge your problem-solving skills.

Ask for help or talk about a problem with a friend or a

professional
Seeing how other people think about the problem you’re trying to solve will
help you grow your own skills. You don’t have to solve all your problems by
yourself.

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 Problem Solving

Congratulations!
You’ve completed the UP Skills for Work Problem Solving workbook. You’ve
taken a step in building skills for learning, work, and life.

What did you learn about yourself as a problem solver? Think about your
attitude and your skills. How would you like to develop your problem-solving
skills?

For the last activity, we hope you will make a pledge to continue building
your problem-solving skills.

A pledge is a serious promise to yourself or to others.

The pledge can be personal, or you can share it with others.

My pledge
I pledge to work on my problem-solving skills by:

Sometimes a pledge needs an action plan: a list of steps you’ll take to

make your pledge happen.

My action plan
What do I need to do first?

Who will support me?

How will I overcome setbacks and obstacles?

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