United's Turbulent communication strategy

Apply the 3 step problem solving approach To OB

step1 . Define the problem

step 2. Identify causes .

step 3. Make your recommendations

the CEO's planned pro- C. Now consider the Processes box in the Organiz- motion to chairman weeks after the incident. 119 Ironi- ing Framework. Social media policies and prac- rld Wa Cold cally, he too lost a seat he expected to receive. tices can be but are not necessarily a cause. Are of su any other processes at the individual, group/team, APPLY THE 3-STEP PROBLEM- or organizational level potential causes of your SOLVING APPROACH TO OB defined problem? For any process you consider, ask yourself, Why is this a cause? Again, do this Use the Organizing Framework in Figure 9.6 and the 3-Step Problem-Solving Approach to help identify for several iterations to arrive at the root causes. inputs, processes, and outcomes relative to this case. D. To check the accuracy or appropriateness of the causes, map them onto the defined problem. STEP 1: Define the problem. STEP 3: Make your recommendations for solving the A. Look first at the Outcomes box of the Organizing Framework to help identify the important problem. Consider whether you want to resolve it, problem(s) in this case. Remember that a prob- solve it, or dissolve it (see Section 1.5). Which recom- lem is a gap between a desired and current mendation is desirable and feasible? state. State your problem as a gap, and be sure A. Given the causes you identified in Step 2, what to consider problems at all three levels. If more are your best recommendations? Use the mate- than one desired outcome is not being accom- rial in the current chapter that best suits the plished, decide which one is most important and cause. Remember to consider the OB in Action focus on it for steps 2 and 3. and Applying OB boxes, because these contain B. Cases have protagonists (key players), and insights into what others have done that might problems are generally viewed from a particular be especially useful for this case. protagonist's perspective. In this case you're asked to assume the role of a business owner. B. Be sure to consider the Organizing Framework- both person and situation factors-as well as C. Use details in the case to determine the key processes at different levels problem. Don't assume, infer, or create problems that are not included