Chapter 3 1. Explain the problem-solving model and the seven steps to determining and implementing a solution. 2. How can brainstorming provide the opportunity for creative problem solving? 3. Why is it helpful for organizations to train their employees in possible approaches to problem solving? 4. How can the use of creativity in problem solving more effectively address unique situations? 5. A positive way to view problems is to think of them as opportunities. How can this approach reduce the temptation to respond defensively to customers' problems or frustrations? 6. Discuss some guidelines to follow when encountering conflict. 7. Why is a simple approach to problem solving, like the use of pro/con sheets, frequently the most productive? 8. Select a problem or decision to be made and create a mind map to explore possible solutions. 9. Why is an understanding of your company's policies important when negotiating a solution to a challenge? 10. How important is follow-up to the solution of a