Lateral Thinking & Problem Solving
About this programme
Frontline work generates problems that scripts do not cover: the unusual request, the process that fails a specific customer, the recurring issue nobody owns. This programme trains the thinking skills to handle them: seeing a problem clearly, finding its actual cause, and generating options beyond the obvious first answer.
The day is exercise-driven. Learners work real service scenarios through structured techniques, so the methods leave the room as habits rather than theory.
What you will be able to do
By the end of this programme, learners will be able to:
- Define a problem precisely, separating the observed symptom from the underlying problem statement
- Apply root cause analysis to a recurring service issue, tracing it to an actionable cause rather than a restated symptom
- Generate multiple distinct solution options for one problem using structured creative-thinking techniques
- Evaluate competing options against explicit criteria and make a defensible decision under time pressure
- Present a problem, cause, chosen solution and reasoning in a clear two-minute briefing
How the programme is structured
Seeing the Real Problem
Symptom versus problem · problem statements · the questions that sharpen a vague issue
Root Cause Analysis
Structured cause-tracing on a real service issue · knowing when you have dug deep enough
Creative Thinking Techniques
Generating options beyond the first answer · lateral prompts · building on others' ideas
Decision Making
Criteria before options · trade-offs · deciding under time pressure
Assessed Group Exercise
Full cycle on a real scenario: problem, cause, options, decision, two-minute briefing
Every programme follows a defined lesson plan with a participant workbook, practical activities and assessment, reviewed internally and approved by management before delivery.
Skills you will build
- Problem Solving
- Root Cause Analysis
- Decision Making
- Innovation Technique
Course intakes
One intake runs each month. Exact dates are confirmed in writing when you enquire, together with the programme fee and registration terms.
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