Problem solving

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.

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

Kurt Godel illustrated that we often have to go out of the system to make sense of the system. These 9 dots can only be joined by 4 lines if you take the lines outside the parameters of the dots.

There are times when meaning is best communicated through what is not communicated. Action is often taken at the wrong level and the communication gets stuck in a non-productive pattern. This is time when lateral thinking is needed to get communication “Un-Stuck".

Second order principle:

Less of the Same = More
More of the Same = Less

A customer was not happy with the services you provided and his needs had not been addressed - you then changed your MODUS OPERANDI and addressed his needs resulting in more business.

For more on Rhino and Elephant behaviour, refer to the section dealing with ‘Understanding Behavioural Types’.

What else can I use to enhance my creative thinking skills?

Try the Green Hat. You'll learn a great deal about lateral thinking by exploring and taking the six thinking hats seriously.

Extra resources:

More resources:

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