Introduction

Problem solving is at the core of human evolution. It is the methods we use to understand

what is happening in our environment, identify things we want to change and then figure out

the things that need to be done to create the desired outcome. Problem solving is the source

of all new inventions, social and cultural evolution, and the basis for market based

economies. It is the basis for continuous improvement, communication and learning.

Problem-solving is the process of observing what is going on in your environment; identifying

things that could be changed or improved; diagnosing why the current state is the way it is

and the factors and forces that influence it; developing approaches and alternatives to

influence change; making decisions about which alternative to select; taking action to

implement the changes; and observing impact of those actions in the environment.

Each step in the problem-solving process employs skills and methods that contribute to the

overall effectiveness of influencing change and determine the level of problem complexity

that can be addressed. Humans learn how to solve simple problems from a very early age

and as a person goes through life problem-solving skills are refined, matured and become

more sophisticated Problem-solving is important both to individuals and organizations

because it enables us to exert control over our environment.

When employers talk about problem-solving skills, they are often referring to the ability to

handle difficult or unexpected situations in the workplace as well as complex business

challenges. Organizations rely on people who can assess both kinds of situations and calmly

identify solutions. Problem-solving skills are traits that enable you to do that. While problem-

solving skills are valued by employers, they are also highly useful in other areas of life like

relationship-building and day-to-day decision-making.

Problem-solving refers to the ability to identify and resolve problems in an effective

and efficient manner. An example of problem-solving can be seen in the role of a

customer service representative. A customer service representative is responsible

for handling customer complaints and issues, and finding a solution that will satisfy

the customer.

Problem solving ability is essential to performance in any role where issues need to

be dealt with quickly, or where the issues that employees face are particularly

complex. For example, management consultants are expected to solve particularly

complex issues that their clients may be facing, and within very specific time-frames.

Should a consultant fail to provide a solution within the specified timeframe, this will

inevitably look bad in the eyes of the client, sullying the relationship and potentially

negatively impacting the consultancy’s reputation. However, a consultant with

exceptional problem solving ability will most likely provide effective solutions to the

client’s problems and provide them within the requisite time period.

As a competency, problem solving is a common performance criterion for roles that

require staff to solve urgent or complex problems. These include, but are not limited

to: management consultants, IT professionals, finance professionals, legal

professionals, data scientists, managers, and executives. As a general rule, the

more the role involves employees providing solutions to complex or urgent problems,

the more important problem solving ability will be, and the more damage employees

could potential cause if they lack those essential problem solving abilities in the

workplace.
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When a customer contacts a company with a problem, the customer service

representative must first listen carefully to the customer's complaint and understand

the issue. They then need to gather information and assess the situation to

determine the cause of the problem.

Next, they must evaluate different options and choose the best course of action to

resolve the problem. Finally, they must implement the chosen solution and follow up

to ensure that the problem has been fully resolved.

Problem solving as a psychological construct is underpinned predominantly by

specific cognitive abilities. The ability to solve quantitative problems for example, is

underpinned by a person’s level of numerical reasoning, and their ability to solve

qualitative problems is underpinned by their verbal reasoning. Indeed, the academic

research in this field suggests that the predictive validity of ability tests is largely

attributable to problem solving abilities. Aptitude test questions are essentially just

cognitive problems, and a candidate’s ability to solve them serves as a very useful

proxy for their overall problem solving ability.

Other assessments may also measure problem solving to some degree, particularly

certain assessment centre exercises, such as case study exercises. Here,

candidates will be presented with a particular workplace relevant problem and told to

generate solutions to that problem. Although this can be an effective method of

assessing problem solving ability, assessment centre exercises are quite resource

intensive, and are thus only suitable for the later stages of the recruitment process.

Ability tests, however, can be used early in the recruitment process, ensuring that all

subsequent candidate hold the requisite level of problem solving ability.

Practitioners and experts perceive that problemsolving skills should be taught to students, but the

methods and strategies are significantly different depending on their knowledge, belief, teaching

context, and personal background.