Prepare to address workplace problems

Workplaces face various problems like tight deadlines, difficult employees, or general stress. If not addressed quickly, these issues can disrupt the work environment. Unresolved problems can lower productivity, increase stress, and lead to conflicts, making the workplace uncomfortable. It’s crucial to handle and address these issues calmly and promptly to maintain a positive work atmosphere.

Workplace problems can stem from a diverse range of situations. For example:

To effectively address workplace problems you can consider the following steps:

• Clearly define the issue you're facing. Gather relevant information and understand the context in which the problem occurs.
• Look into what might be causing the problem. Consider factors like processes, communication breakdowns, or resource limitations.
• Generate a list of potential solutions. Encourage input from colleagues to explore different perspectives and ideas.
• Assess the pros and cons of each solution. Consider factors such as feasibility, impact, and potential risks.
• Select the best option and develop a plan for implementation. Clearly outline steps, assign responsibilities, and set timelines.
• After implementing the solution, keep track of its effectiveness. Be prepared to make adjustments as needed to ensure the problem is resolved.

Let’s take a look at the scenario below when applying these steps!

Problem: Team members frequently misunderstand each other’s instructions, leading to errors and delays in project completion.

Steps

1. Identify the problem
   • You notice that project deadlines are being missed, and there are frequent misunderstandings about tasks.
   • Team members have reported confusion about what is expected of them.
2. Analyse the cause:
   • Possible causes:
   • Lack of clarity in written instructions or emails.
   • Inadequate verbal communication during meetings.
   • Differences in team members' communication styles.
3. Brainstorm solutions
   • Solution ideas
   • Implement a standardised format for written instructions.
   • Schedule regular brief check-ins to clarify tasks and address questions.
   • Provide training on effective communication techniques.
4. Evaluate options
   • Pros and cons
   • Standardised format: Clearer instructions could reduce misunderstandings but might require time to develop.
   • Regular check-ins: Helps ensure clarity and allows for immediate feedback but may take time away from other tasks.
   • Communication training: Can improve overall communication skills but might involve additional costs.
5. Choose and implement a solution
   • Selected solution
   • Implement weekly team check-ins.
   • Plan
   • Create a template for instructions and ensure all team members use it.
   • Set up a recurring meeting to discuss progress and clarify any ambiguities.
6. Monitor and adjust
   • Track the effectiveness by gathering feedback from team members and observing if project errors decrease.
   • If misunderstandings continue, refine the template or adjust the frequency of check-ins based on feedback.

Workplace problems are challenges that can hinder productivity and create an unhealthy environment. Teams often face a range of issues, from manageable to severe. It’s important for each team member to address problems relevant to their role. Start by identifying the problem and understanding its cause. This helps you determine how easily it can be resolved. The sooner you identify the root cause, the faster you can solve it. Recognising and tackling workplace problems involves observing and analysing the situation before confirming that it’s an issue.

Identify and Analyse Workplace Problems as Part of a Team

• Brainstorm, gather data, and observe. Discuss the problem as a team to get different viewpoints.
• Use techniques like the 5 Whys to find the underlying issues.

The 5 Whys is a simple problem-solving technique used to identify the root cause of a problem. It involves asking "Why?" multiple times (usually five) to drill down into the underlying cause of an issue.

Steps:

1. Identify the problem: Clearly state the problem you’re facing.
2. Ask why: Ask why the problem is happening. Write down the answer.
3. Ask why again: Take the answer and ask why that is happening. Write down the new answer.
4. Repeat: Continue asking "Why?" for each answer until you reach the root cause. This often takes about five iterations but can vary.

Example:

Problem: The car won’t start.

• Why? The battery is dead.
• Why? The alternator isn’t working.
• Why? The alternator belt is broken.
• Why? The belt was worn out.
• Why? Regular maintenance wasn’t performed.

We can see from the above example that if the car was regularly maintained then there would be minimal issues for the car not to start.

Other strategies to pinpoint any problems in your workplace can include:

• Seeking feedback from your team members
• Facilitating open discussions between your team members about identified issues
• Conducting anonymous surveys which can help home in on issues individual team members may be having

Sometimes, minor issues in the workplace might seem like problems but aren't significant. Issues become problems when they affect productivity and create a negative environment. To determine if an issue is truly a problem, ask yourself:

• What is happening? Gather feedback to understand how others are affected.
• How often? Issues become problems when they occur frequently.
• Disruption? Check if the issue disrupts work or creates a toxic atmosphere.
• Who is affected? Problems impact many people and can affect morale and teamwork.

Once confirmed as a problem, analyse it by:

• Identifying the core issue: Ensure it affects the team’s performance and environment.
• Separating facts from opinions: Distinguish between real issues and personal opinions.
• Simplifying the problem: Break it down, find the root cause, and avoid jargon.

Common problem sources include poor communication, bad management, toxic behaviour, and stressful environments. Prioritise which problems to address based on their urgency and relevance to each team member’s role. List each member’s tasks, identify common issues, and then select the most pressing problems to tackle.

Keep to the scope of your job role and within boundaries

In your workplace, you should also focus on identifying and solving problems that fall within your job role or directly impacts your work role responsibilities.

Identifying and solving workplace problems within your team, helps you make a real impact and improves how your team works. You can start by spotting issues that affect your daily tasks or team projects. Choose problems that you can address with your skills and responsibilities. For example, if you notice frequent misunderstandings in team communications, it might be your role to improve how information is shared. By focusing on problems you can solve, you help make your team more efficient and effective.

When you are considering ideas, it is important for you to reflect on the following boundaries:

• Scope of responsibility: Focus on ideas that fit within your job role and areas where you have the authority to act.
• Company Policies: Make sure your ideas follow company guidelines and procedures.
• Legal and ethical standards: Avoid suggestions that could cause legal or ethical issues. Respect privacy and data protection.
• Feasibility: Propose ideas that are practical and achievable with the resources and time available.
• Inclusivity: Make sure your ideas are inclusive and considerate of different perspectives and backgrounds.
• Impact on others: Consider how your ideas will affect your colleagues, clients, and other stakeholders.
• Seek feedback: Before finalising your ideas, get feedback from others to ensure they align with team goals and have support.

Staying within the scope of your job role and following workplace boundaries ensures that your solutions are practical, legally compliant, and aligned with company policies. It also helps in avoiding potential legal or ethical issues, considering the impact on others, and ensures your ideas are feasible and inclusive.

Organisational frameworks are the rules and guidelines that dictate how an organisation and its staff operate. These frameworks are outlined in the organisation’s policies and procedures. They provide structure for activities to achieve the organisation’s goals, ensure efficiency, and help in understanding and addressing problems effectively.

For example, a workplace Style Guide a set of standards or rules that outline how documents, publications, or other content should be written and formatted. It covers aspects like grammar, punctuation, word usage, tone, formatting, and sometimes even visual elements like fonts and colours. Style guides ensure consistency across all content produced by an organisation or for a particular purpose.

Organisational Frameworks

Australian Business Excellence Framework (ABEF)

The Australian Business Excellence Framework (ABEF) is a model for improving organisational performance. It helps achieve excellence by focusing on key areas like leadership, strategy, customers, and people.

1. Set clear vision and values, promote ethical behaviour, and inspire high performance.
2.  Develop goals, plan effectively, and align resources to meet objectives.
3. Understand customer needs, deliver value, and build strong relationships.
4.  Use data and knowledge to support decision-making and innovation.
5. Attract, develop, and retain talent, and create a positive work environment.
6. Design, manage, and improve processes for efficiency and effectiveness.
7. Monitor and measure performance for continuous improvement and achieving goals.

Application

Organisations use ABEF to assess their current practices, identify strengths and areas for improvement, and implement strategies to enhance overall performance and sustainability.

SWOT Analysis

SWOT analysis helps you understand the internal and external factors that affect your project, organisation, or strategy. SWOT stands for Strengths, Weaknesses, Opportunities, and Threats.

• Strengths: internal factors that help you succeed, like a strong brand, skilled workers, or advanced technology.
• Weaknesses: internal factors that hinder your success, such as limited resources, lack of expertise, or outdated technology.
• Opportunities: external factors you can use to your advantage, like emerging markets, new technology, or industry trends.
• Threats: external factors that could cause problems, such as economic downturns, increased competition, or new regulations.

How to conduct a SWOT analysis:

1. Identify the objective:
   • Define what you want to achieve (e.g., launching a new product, entering a new market).
2. Gather data:
   • Collect relevant information from inside and outside your organization.
3. Brainstorm:
   • Work with your team to list strengths, weaknesses, opportunities, and threats.
4.     Categorise information:
   • Organise the information into a SWOT matrix (2x2 grid).

Example of a SWOT Matrix:

Applications of SWOT Analysis:

• Strategic Planning: Form strategies that match your strengths and opportunities while addressing weaknesses and threats.
• Problem Solving: Identify factors contributing to problems and find areas for improvement.
• Decision Making: Make informed decisions by evaluating internal and external factors.
• Business Development: Recognize new business opportunities and prepare for potential challenges.

SWOT analysis helps you develop strategies by leveraging strengths and opportunities and mitigating risks associated with weaknesses and threats.

Integrated Management System (IMS)

Overview: An Integrated Management System (IMS) combines multiple management systems within an organisation into one cohesive framework. This approach helps organisations streamline processes, reduce duplication, and improve efficiency. Commonly integrated systems include Quality Management (ISO 9001), Environmental Management (ISO 14001), and Occupational Health and Safety Management (ISO 45001).

• Quality Management (ISO 9001): Ensuring consistent quality of products and services by implementing effective processes, continuous improvement, and customer satisfaction.
• Environmental Management (ISO 14001): Managing environmental impacts, complying with regulations, and promoting sustainability through resource conservation and waste reduction.
• Occupational Health and Safety Management (ISO 45001): Protecting the health and safety of employees by identifying hazards, assessing risks, and implementing preventive measures.

Application

Organisations use IMS to achieve a holistic approach to management, ensuring all aspects of their operations are aligned with their goals and compliant with relevant standards. This integration leads to improved performance, reduced costs, and enhanced stakeholder satisfaction.

Watch

What is an Integrated Management System?

Legislation

Besides organisational rules, you also need to think about laws. Legislation means making and enforcing laws. The laws in your state or territory control and manage the area. You must follow these laws to ensure worker safety and productivity.

When solving problems at work, make sure your solutions follow the legislation in your area.  

Here are some important laws you should know:

Work Health and Safety Act 2011

• Protects workers (employees, volunteers, trainees, etc.) from anything that could harm their safety, health, and welfare.
• Ensure safe and fair workplace conditions.

Equal Employment Opportunity Act (Commonwealth Authorities) 1987

•     Ensures all employees are treated fairly, no matter their culture, religion, or beliefs.
•     It focuses on:
  • Fair work practices
  • Unbiased decisions
  • Respect for diverse cultural and social backgrounds
  • Training that meets employee and customer needs
•     Eliminate workplace discrimination and improve working conditions.
•     Employee responsibilities
  • Work efficiently and complete tasks
  • Collaborate with all colleagues, regardless of diversity
  • Reject any form of harassment

The Fair Work Act 2009

The Fair Work Act 2009 is a key piece of legislation that governs workplace relations. It sets out the rights and responsibilities of employers, employees, and unions.  

• National Employment Standards (NES): Provides 11 minimum employment entitlements that must be provided to all employees, such as maximum weekly hours, annual leave, personal leave, and parental leave.
• Modern Awards: Establishes minimum wages and conditions for employees in specific industries or occupations. These awards cover things like pay rates, work hours, and allowances.
• Enterprise Agreements: Allows employers and employees to negotiate agreements tailored to their workplace. These agreements must meet or exceed the standards set by the NES and must pass a "better off overall test" compared to the relevant modern award.
• Minimum Wages: Ensures employees are paid at least the national minimum wage, as set by the Fair Work Commission. This applies to employees not covered by an award or agreement.
• Unfair Dismissal Protections: Provides employees with protection against unfair dismissal, ensuring they cannot be fired without a valid reason and fair process.
• General Protections: Protects employees from adverse actions (such as being fired or treated unfairly) due to exercising their workplace rights, making complaints, or participating in union activities.
• Flexible Working Arrangements: Allows certain employees, such as parents of young children or employees with disabilities, to request flexible working arrangements, such as changes to hours, patterns, or locations of work.
• Workplace Rights and Responsibilities: Establishes a framework for workplace rights and responsibilities, including the rights to join or not join a union and engage in lawful industrial activities.
• Fair Work Commission: An independent body that regulates workplace relations, including resolving disputes, setting minimum wages, and approving enterprise agreements.
• Compliance and Enforcement: Ensures compliance with the Fair Work Act through measures such as investigations, penalties for breaches, and remedies for affected employees.

Privacy Act 1988

• Protects the privacy of individuals in the workplace.
• Handling personal information (collecting, storing, using, and disclosing).
• Human Resources departments usually handle this information.

Remember to follow these laws and organisational rules to guide your actions at work.  

Australian Privacy Principles

The Australian Privacy Principles (APPs) are a set of guidelines under the Privacy Act 1988 that govern how organisations handle personal information. Here is a simplified overview:

Australian Privacy Principles (APPs)

1. Open and transparent management of personal information: Organisations must manage personal information openly and transparently.
2. Anonymity and pseudonymity: Individuals should have the option to remain anonymous or use a pseudonym where possible.
3. Collection of solicited personal information: Organisations can only collect personal information that is necessary for their functions or activities and must do so by lawful and fair means.
4. Dealing with unsolicited personal information: If an organisation receives personal information it didn't request, it must determine if it could have collected it under APP 3. If not, the information should be destroyed or de-identified.
5. Notification of the collection of personal information: Organisations must notify individuals when their personal information is collected, including why it is being collected and how it will be used.
6. Use or Disclosure of personal information: Personal information must only be used or disclosed for the purpose for which it was collected, unless the individual has consented, or an exception applies.
7. Direct marketing: Organisations must only use or disclose personal information for direct marketing if certain conditions are met, including providing a simple way to opt-out.
8. Cross-border Disclosure of personal information: Before disclosing personal information to an overseas recipient, organisations must ensure the recipient will protect the information according to the APPs.
9. Adoption, use, or disclosure of government-related identifiers: Organisations cannot use government-related identifiers (like Medicare numbers) as their own identifier of an individual unless certain conditions are met.
10. Quality of personal information: Organisations must take steps to ensure the personal information they collect is accurate, complete, and up to date.
11. Security of personal information: Organisations must take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
12. Access to personal information: Individuals have the right to access their personal information held by an organisation and to correct it if it is wrong.
13. Correction of personal information: Organisations must take reasonable steps to correct personal information to ensure it is accurate, up-to-date, complete, relevant, and not misleading.

Watch 

Take a look at the following video that talks mor about Australia’s privacy principles

To handle workplace problems effectively, understand everyone’s perspective to avoid further conflict and confusion. Develop questions to identify your problem’s challenges and key issues.

Remember, not all issues are problems. Issues are often minor inconveniences or annoyances. When these become serious and uncontrollable, they turn into problems.

Ask your co-workers or employees for their opinions to gain insight into what’s happening in your workplace. Use critical thinking to develop questions that help identify the key issues of your problem.

When you ask questions from different perspectives, you gain several advantages:

Understanding different questioning types and techniques can greatly enhance your ability to gather information and stimulate discussion. Here are five common questioning types along with their techniques and examples:

1. Open-Ended Questions
   • Description: These questions encourage detailed responses and stimulate discussion.
   • Technique: Use "what," "how," "why," and "describe" to start your questions.
   • Example: "What are the benefits of using different perspectives in problem-solving?"
2. Closed-Ended Questions
   • Description: These questions usually result in short, specific answers, often "yes" or "no."
   • Technique: Frame questions to get clear, concise information.
   • Example: "Do you agree with the proposed solution?"
3. Probing Questions
   • Description: These questions dig deeper into a response to gain more detail or clarity.
   • Technique: Ask follow-up questions based on previous answers.
   • Example: "Can you explain further why you think this solution will work?"
4. Reflective Questions
   • Description: These questions help reflect on experiences or thoughts, often leading to deeper understanding.
   • Technique: Encourage thinking back on past experiences or considering emotions.
   • Example: "How did you feel when the project was successful?"
5. Leading Questions
   • Description: These questions suggest a particular answer or direction.
   • Technique: Subtly guide the respondent towards a specific answer or confirmation.
   • Example: "Don’t you think using diverse perspectives leads to better solutions?"

Watch

Have a look at this video that provides further detail about effective questioning skills.

Effective Questioning Techniques That Build Human Connection

Critical thinking is a useful skill throughout your life. To improve it, you need to learn key critical thinking processes. There are several ways to do this, and Bloom’s Taxonomy is one of the best methods to describe how you can use critical thinking in your daily life.

Bloom’s Taxonomy is a framework that categorises learning objectives and skills into levels of complexity and specificity. It is commonly used in education to structure curriculum and assessments. The taxonomy consists of 6 levels, each representing a different stage of cognitive ability, from basic knowledge to advanced evaluation and creation.  

The 6 levels to Bloom’s Taxonomy and how you can apply it include:

Levels of Bloom’s Taxonomy

1. Remembering
   • Definition: Recall basic facts and information.
   • Application: Memorise important data, definitions, and key concepts relevant to your field.
2. Understanding
   • Definition: Comprehend and interpret information.
   • Application: Explain ideas or concepts in your own words and summarise information.
3. Applying
   • Definition: Use information in new situations.
   • Application: Apply knowledge to solve problems, demonstrate techniques, and use information in real-life scenarios.
4. Analysing
   • Definition: Break down information into parts and examine relationships.
   • Application: Identify patterns, organise information, and determine cause-and-effect relationships.
5. Evaluating
   • Definition: Judge the value of information based on criteria.
   • Application: Assess arguments, make informed decisions, and critique the validity of sources.
6. Creating
   • Definition: Combine elements to form new ideas or solutions.
   • Application: Develop new theories, design innovative solutions, and generate original ideas.

Let’s break down the steps further to better understand how the critical thinking process can be used:

Asking questions is a step-by-step process. You don’t ask questions on a whim; instead, follow these steps to ask meaningful questions:

1. Remember concepts: Start by recalling the concepts you want to discuss.
2. Understand: Learn what these concepts mean and how they work.
3. Apply: Use the concepts in real-life situations.
4. Analyse: Check how well these concepts work in practice and if they need improvement.
5. Evaluate: Decide if the concepts need to be changed or improved.
6. Create Questions: Use your findings to form questions that address any needed improvements or changes.

By following these steps, you’ll be able to ask questions that effectively address the issues you’re focusing on.

Watch

Have a look at this video that talks more about Blooms Taxonomy

Other critical thinking processes

Critical thinking is essential for solving problems and implementing solutions effectively. Since asking questions is a major part of this process, applying critical thinking can help you tackle workplace issues and challenges. Here’s how you can use critical thinking:

• Active Listening: Focus on understanding what others are saying and their feelings. This helps you grasp their perspectives and ask more relevant questions about the core issues and challenges.
• Exercising Logic: Use logical analysis to create sensible solutions. Improve your logical thinking by interacting with colleagues, learning new skills, and engaging in creative activities.
• Clarifying: Ask questions to clarify concepts or details you don’t fully understand. This helps you identify and address potential challenges your team may face.

With these critical thinking processes and Bloom’s Taxonomy in mind, you can start asking questions that pinpoint and address issues and challenges in your workplace.

When addressing workplace issues, consider these areas:

• Employee Troubles: Ask employees about their concerns to validate their feelings and understand their experiences better. This helps you relate to their challenges and improve their work environment.
• Main Obstacles: Identify key issues and barriers that prevent employees from achieving their goals. This gives you a clear picture of the main challenges in your workplace.
• Concerns About Colleagues: Encourage employees to share their views on conflicts with workmates. This helps you uncover hidden issues and understand the root causes of workplace conflicts.
• Areas for Improvement: Find out what needs to be improved in the workplace. This allows you to brainstorm ways to make things better and easier for everyone.

Once you have developed questions based on these areas, ask them to gather insights. This will help you understand others' perspectives and provide useful information for developing effective solutions.

Stakeholders are groups or individuals who have an interest in your organisation’s work practices and solutions for workplace issues. Key stakeholders include:

• Employees: They are crucial because they have first-hand experience with work practices and limitations. Their insights are valuable for understanding day-to-day challenges and issues.
• Clients: Clients provide feedback on your products and services. Their input helps improve your organisation's performance and guides necessary changes.
• Owners: Owners oversee management and make key decisions about work practices. They decide if new practices or revisions are needed.
• Government: Governments regulate and supervise organisations, ensuring compliance with laws. They offer guidance on legislative requirements and standards that impact work practices.

Consulting stakeholders is essential as they offer diverse perspectives and first-hand knowledge about your workplace. To gather useful information, follow these steps to consult your stakeholders effectively.