Problem Solving
Identifying problems and the solutions to them.
Level 1 Identifies basic problems
BEHAVIORS
- Identifies basic problems based on clear and fundamental factors.
- Identifies the main features of basic problems.
- Identifies links between related problems, while keeping distinct problems separate to avoid confusing the issue.
QUESTIONS
- Describe a situation where you were able to identify a certain factor that was contributing to a problem.
Probing Questions
* Describe the problem.
* What was the key factor contributing to the problem?
* How did you identify it?
* What were you able to do to address the situation?
- Could you give an example of a time when you identified a problem at work?
Probing Questions
What was the problem you encountered?
* How did you identify the problem?
* What did you do about the problem?
* What was the outcome?
Level 2 Solves basic problems
BEHAVIORS
- Identifies straightforward, practical solutions, when predefined solutions are not applicable.
- Selects solutions to basic problems, considering predefined options and using clear criteria/procedures.
- Verifies that problems have been solved.
QUESTIONS
- Tell us about a time when you looked back to verify that a problem was actually resolved successfully.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What was your contribution to solving the problem?
* How did you verify that it had been resolved?
* What was the outcome?
- Describe a time when you identified a basic problem and followed a predefined procedure to solve it.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What were the key factors contributing to the problem?
* What were the options available to you?
* What criteria did you take into consideration when determining how to proceed?
* What was the outcome?
Level 3 Solves standard problems
BEHAVIORS
- Identifies standard problems based on a range of factors, most of which are clear.
- Identifies alternate solutions, considering applicable precedents.
- Identifies optimal solutions based on weighing the advantages and disadvantages of alternative approaches.
- Evaluates the effectiveness and efficiency of solutions after implementation.
QUESTIONS
- Describe a situation where you identified a problem and several key elements that contributed to it.
Probing Questions
* What key elements were contributing to the problem?
* How did you differentiate these key elements from trivial or irrelevant ones?
* How did you address the situation?
* What was the outcome?
- Tell us about a situation where you had to solve a problem weighing the advantages and disadvantages of a number of options.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What were the options available to you?
* How did the options come to be identified?
* What factors did you take into consideration when determining how to proceed?
* What did you decide to do?
* What was the outcome?
- Describe a time when, after solving a particular problem, you evaluated the effectiveness and the efficiency of that solution.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What solution was implemented?
* How did you evaluate its effectiveness and efficiency?
* What was the outcome?
Level 4 Solves complex problems
BEHAVIORS
- Identifies complex problems based on a broad range of factors, many of which are ambiguous or difficult to define.
- Identifies optimal solutions, considering possible approaches and flexibilities in the system as well as organizational values, policies and procedures.
- Evaluates the effectiveness and efficiency of solutions after they have been implemented in order to identify needed changes.
QUESTIONS
- Sometimes when looking for solutions to a problem, we must consider the flexibilities that might exist in the rules and procedures. Tell us about a time when you considered this as you explored possible solutions to a complex problem.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What rules/procedures did you take into account?
* What flexibilities did you consider?
* What possible solutions did you consider?
* What was the outcome?
- Sometimes we know there is a problem, but we are not quite sure of its exact nature. Tell us about a time when you identified a problem based on several factors some of which were difficult to define.
Probing Questions
* What caused you to realize there was a problem?
* What seemed to be the initial nature of the problem?
* What factors did you consider in trying to understand the problem in greater depth?
* What was your final understanding of the problem?
- Describe a time when, after solving a particular problem, you evaluated the effectiveness of the solution implemented and had to make adjustments.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What solution was implemented?
* How did you evaluate its effectiveness and efficiency?
* What needed changes did you identify?
* How did you identify them?
* What was the outcome?
Level 5 Solves broad, highly complex problems
BEHAVIORS
- Identifies broad, highly complex problems based on a multitude of factors, many of which are complex and sweeping in nature, difficult to define and often contradictory (e.g., fiscal responsibility).
- Creates procedures to articulate the nature of problems and to identify and weigh alternate solutions.
- Evaluates the effectiveness of solutions using approaches tailored to the situation.
QUESTIONS
- Tell me about a time when you identified and made progress in solving, a particularly significant problem that was based on many complexes, difficult to define, or even contradictory factors.
Probing Questions
* Describe the situation, including the problem and how it came to be identified.
* What were the factors that you had to consider?
* What progress was made in solving the problem?
* What was your role in making this progress?
* What was the outcome?
- Describe a time when to evaluate the effectiveness of a solution to a problem, you needed to create a new evaluation approach or tailor an existing one.
Probing Questions
* What was the situation/problem?
* What evaluation approach did you create/tailor?
* What were the standards against which you were evaluating?
* What did you conclude from your evaluation?
* What, if any, follow-up action did you take after the evaluation?
* Have you had occasion to use that new/tailored approach again?