Integrating Essential Skills into Training - National Adult Literacy ...

The demands of oral communication are dependent upon:
◊ why one is communicating
◊ how one is communicating
◊ the range and complexity of the information being conveyed
◊ the circumstances in which one is communicating
◊ the person with whom one is interacting
◊ the seriousness of the consequences if communication fails
Problem Solving
Problem solving refers to the addressing of problems that require solutions – the knowledge
and skills required in elaborating projects, identifying relevant information in order to plan and
analyze. For the worker, a problem is a situation or occurrence that interferes with the
accomplishment of job tasks. Although the problem is always seen from the worker’s point of
view, it is important to draw the distinction between the worker’s own problems and other
people’s problems. For example, a drug-addicted client is not a problem for an addictions
counsellor; it is his or her work. The counsellor’s workplace problems centre on missed
appointments, poor intra-office communication and clients who do not respond to normal
therapy. The auto body mechanic does not consider a smashed car to be a problem—although
it may be one for the customer. For the auto body mechanic, a mangled car is an opportunity
to exercise technical skills. Of course, the mechanic does have problems: parts do not arrive
on time; hidden damage is discovered after the quote has been written; or a specification
misprint causes the hydraulic frame alignment jig to ruin a car frame rather than straighten it.
In problem solving examples, the first sentence states the worker’s problem as explicitly as
possible. Subsequent sentences state what the worker does to solve the problem and any
features or complications which impact the process. Aspects of problem solving:
• the complexity of the problem
• identification of the problem
• the steps involved in generating possible solutions
• the process of selecting the most effective solution
• assessment of the solution implemented and identification of possible improvements
Decision Making
Decision making refers to making choices among options. Decision making occurs during
problem solving but not all decision making is part of problem solving. Aspects of decision
making:
• the consequence of error
• the reversibility of the decision
• the adequacy and availability of information
• whether there is a set procedure to follow