Chapter 13

Question 1

What is the definition of a problem?

Answer 1

• Any condition which negatively impacts on the work environment or work product of the law enforcement agency

Question 2

What are the two phases of problem solving?

Answer 2

1. The determination phase

2. The correction phase

Question 3

What are the two steps of the first phase of problem solving?

Answer 3

1. Identification of the problem

2. Analysis of the problem

Question 4

What are the three steps of the second phase of problem solving?

Answer 4

1. Planning the solution
2. Implementing the solution
3. Evaluating the solution

Question 5

Which step is known as the sine qua non of problem solving and why

Answer 5

• Phase one step one – identification of the problem is considered the sine qua non of problem solving. It is indispensable and is the most important step in problem solving. If a problem is not accurately defined, even the most ingenious solutions are futile

Question 6

Why is the role of the first line supervisor unique in relation to problem solving?

Answer 6

• Because he acts as a problem solver for the agency and he also begins the problem solving process by identifying the problem. He is the member of the management team who is closest to the operating level

Question 7

List some of the resources available to the problem solver

Answer 7

• Clients and community residents
• Working subordinates
• Personal discoveries
• Agency records
• Other public agencies
• Local newspapers

Question 8

In which step are the investigative skills of the supervisor taxed along with his patience

Answer 8

• Phase one, step two – analysis of the problem is the most taxing as it is not a knee-jerk or rapid fire operation. It takes a supervisor’s time, patience, effort and investigative skill

Question 9

What element should be analyzed so that the details of a problem may be revealed?

Answer 9

• Elements of those involved in the problem
• Elements of the physical environment
• Elements of social clues
• Elements of the chain of events

Question 10

When planning a solution, what actions should a supervisor, as a problem solver, take?

Answer 10

• He should first set his goals, figure out whom and what is available to help him and decide what actions will be taken by whom to accomplish the goals

Question 11

What actions are part of implementing a solution?

Answer 11

• The supervisor should decide what should be done and who should do it. He needs to ask for specific help and delegate tasks

Question 12

Describe the last step in problem solving

Answer 12

• The final step in problem solving is evaluating the solution. Did the solution meet the intended goals or objectives? Managers need to monitor decision implementation to be sure that things are progressing as planned and that the problem that triggered the decision-making process has been resolved

Question 13

Should problem solving be a proactive or reactive action?

Answer 13

• Both. Reactive problem solving is responding to problems as they come along. Since a certain number of problems are unpredictable, a supervisor must always be prepared for reactive problem solving. Proactive problem solving is taking the offensive and looking for the problem before it finds you

Question 14

What kinds of problems can be handled by a problem-solving meeting, explain

Answer 14

• Decreasing accidents involving agency vehicles
• Reducing paperwork
• Improving maintenance of equipment
• These types of issues are very conducive to the group discussion format. The problem-solving meeting employs an open dialogue format where the participants discuss a problem that affects the entire group under the direction of a chairperson. Their aim is to come up with a solution to their collective problem

Question 15

How should a chairperson prepared for a problem-solving meeting

Answer 15

• The chairperson should clearly define the problem and the aim of the meeting. The chairperson is responsible for selecting those whom he thinks should attend the meeting. He should prepare agendas and review material to be discussed. Andy visual presentations should also be prepared

Question 16

How should a chairperson of a problem-solving meeting conduct such a meeting?

Answer 16

• The chairperson should direct and regulate the flow of discussion so as to involve everyone present. The discussion should be structured into the opening phase, the discussion of issues phase and the summary phase
• The opening – greet the attendees and ensure everyone knows each other. Clearly review the agenda and outline the objectives
• The discussion of issues – stimulated discussion and keep it flowing by involving each person in the discussion
• The summary – the group comes to a consensus on what has been decided. It is the chairperson’s job to ensure that no misunderstanding exists concerning agreements and assignments. He should underscore what has been agreed to and make sure assignments are understood.