One of the important components of creative
problem solving is to learn to look beyond (or around) the traditional
solutions for an alternative idea or resolution. In short to learn to "color
inside the lines" most of the time but be willing to "color outside the lines"
if it makes the picture prettier. To start you thinking in that direction, here
are two situations to consider:
Emil and the Celtic Jewelers
In the middle of December one year, I was doing some
last-minute Christmas shopping online. I wanted to buy some Celtic jewelry
and located a shop in England that had some nice-looking
merchandise. I placed an order for three items and the package arrived on
Christmas eve. However, when I opened the envelope only two of the items
were there. The invoice indicated that all three had been shipped and my credit
card had been billed for all three.
Three months later, after being
patient, understanding, and making the traditional attempts to contact
the business (email, letter, forms on their webpage, etc.), I had received no response and
nothing to show for my efforts.
So, what should I do next? It was only a $25 item,
maybe it would have been best to just walk away and forget it...secure in the
knowledge that they have this money but they have lost hundreds of dollars
in future sales to me personally. Or perhaps, a declaration of war should
ensue...but there again, it's only $25. Am I going to get a lawyer, call
England, or whatever for that amount of loss? No, I don't think so.
I felt that it was time for me to take
additional action...either one of the above or something else. Since the
traditional approaches weren't working, I started thinking about other ways to
make contact. For example, who was associated with them? An Internet search
found a couple of connections, one had done their webpage management and design
and the second was a large business website, who carried a link to the
shop. Both of these were BUSINESS associates...so the questions of keeping good
relations, getting favors/business from each other, and maintaining a good image
with their peers (or superiors) came into play when I emailed the two. I did not
give them any information other than I couldn't reach the business
and the ways that I had tried to contact them. Both of the two
contacted the company in my behalf. Within 24 hours, I received an email
from the owner. The jewelry was received six days later.
Ruth and the Televangelist
Another creative solution to a problem was sent to me from
long-time friend and foster/adopt parent, Ruth. She told me that her family
had received numerous requests for donations from a TV evangelist and
despite their letters asking him to stop, the requests kept on coming.
A curious fact in this matter was that the requests were not addressed to
them but to a relative who had died two years earlier. The fact that the
person had died had been mentioned in Ruth's responses but it
seemed to fall on deaf ears. One day she got a sock in the mail from the
minister with the notation, "Put this on, wear it in the midst of your troubles,
put some money in it and mail it back to me, and when I pray, your troubles will
be gone!" Once again, she decided to write the televangelist...only this time,
she put the letter in the sock. The sock was open because they expected to find
money inside. When they found her mail, the letters stopped. An excellent
example of using the "problem person's" procedures to not only get their
attention but provide a solution as well.
Ideas To Try
So, the next time you have a problem, you might want to
call the A-Team OR you might want to try one of the following:
Brainstorm with yourself and others for creative ideas. Only one solution
or idea is not enough...the more, the better.
Think about who has your "opponent's" ear. (Who will they listen to?)
Who has power, control, or influence over the person, group, or problem?
(It could be someone they want to impress or someone they think can make
their life wonderful or miserable.)
What do they expect from you as a parent, friend, associate, or customer?
Can you use that information to get the problem resolved (promise them what
they want, promise to withhold it, or manipulate what they expect--ex. "the
sock")
State your wants, needs, and what happened logically with a minimum of
ranting and raving. Use the energy and power of the rant but back up your
emotions with evidence. If you are like me and fortunate enough to have a
lawyer as one of your personalities, don't hesitate to invoke them. Contacts
that sounds like there is an attorney in the picture influences many. My
internal lawyer, Ima Crook, has helped me on many occasions with her
insight on the proper use of legalistic words like whereas, the
aforementioned, etc.
What power do they think you have? When the jewelry store owner
told me that my letter, emails, and response forms to their website had all
been lost or misplaced and that they had responded to one of my emails. I
said, "Well, I get a fair amount of email from my newsletter subscribers and
webpage but I have been watching for something addressed from you..." By
that subtle inference, they heard that they were not only dealing with an
individual but one who could involve or influence others. Not many
people (myself included) like to use that tactic and no one likes to
hear that so-and-so is Bill Gates', 35th cousin and should be treated
differently. However, as we all know, it is a fact of life...is quite often
the way of the world... AND...it usually works! If logic, good manners,
good behavior, and so on doesn't create a solution for you, and you are
Bill's 35th cousin or can bring some other pressure to bear....use it!
Experiment...don't be afraid to try a different approach. If you don't try
it, how do know whether or not it will work?
Watch-h-h and learn. How do others solve their problems?
The history of problem solving-- What have you done in the past that has
worked? Can it re-tooled for this situation?
Picture this--Imagine the problem situation and mentally try out new
strategies. How does "the problem" react, how do you respond to their
reaction, what you do then, etc. This mental visualization may generate
new ideas but at the very least you will gain insight to how your
"adversary" thinks and anticipate your responses (think "on your feet")
better.
Exercise your brain...the more brain push-ups, brain sit-ups, and brain
challenges you do...the better. It will not only improve your "smarts"
but usually enhances your thought processes, and creative juices as well. Soon
you will be saying with confidence, "Alex, I think I'll take 'Applied
Nanotechnology' for a thousand!"
Learn from your world--meditate, observe how nature solves a problem,
watch movies, TV, listen to music, etc. Visual images can be stimulated by words,
music, or free association and might "prime the pump" for a creative solution.
Although I strongly believe in the power of prayer, I assume that God
had a reason for giving us legs, arms, a brain, and a tongue. Faith is
good, faith with action is better.
Take a nap--sometimes we think about something for so long that we block
input from our creative side. You would be surprised how many successful
people gain insight to a problem while sleeping or becoming involved
in some activity outside the one with the problem.
Be cooperative, understanding, and positive as much as possible but
remained focused on your goal. Everyone is accountable to someone else
and the person who presents a problem to you may not have the ability or
power to do anything better than they already are. People who are angry tend
to anger other people and a short-term gain may be obtained by verbally
attacking the other person. However, it usually gets a negative reaction and
what the person does for you voluntarily may diminish. This element
is particularly important if you have a long-term relationship with them
or their organization and may need to ask for assistance again.
Learn to view "problems" as opportunities for growth and development.
Overcoming difficulties builds strength of character as well as developing
new coping skills. If you are not moving, interacting, or
encountering problems, you are not progressing. Progress is born from
conflict.
Creative problem solving is a skill that can be learned by
most people. If it is not part of their natural makeup, it can be acquired
by training and practice. This may take effort on their part and a
readjustment in the way they perceive life and the things around them.
However, it will open the door to more opportunities and solutions than
traditional or reactive problem solving.
"Creativity, as has been said, consists largely of rearranging what we know
in order to find out what we do not know. Hence, to think creatively, we must be
able to look afresh at what we normally take for granted."
-George Kneller Ph. D., Educator, Scholar, and Author