1. Define the term Problem Solving? (1 point) Problem Solving can be defined as the process of finding strategies that can be used to resolve a particular conflict.2. Discuss two (2) problem-solving strategies used by the service organization. (9 points) There are two main problem solving strategies used by service organization which include: a) Brainstorming: This strategy encourages people to come up with thoughts and ideas which can be creative and which can also be transformed into solutions for many problems . This strategy can be used by groups of two or more people, creating an environment where everyone can participate and making everyone feel like they have contributed to solving problems. This strategy also helps build teamwork because, for example, when one person gets stuck with an idea, another member's knowledge can take their idea to the next stage. b) Diagramming: This is a strategy used by having a visual representation of the problem and the facts related to it. The diagram symbolizes the problem so we can see it, interpret it, and imagine what we might do next. There are four main methods of diagramming which include: mind maps, flowcharts, organizational charts, and Pro/Cons sheets. These visual representations are most commonly used in service organizations because then these employees would fully interpret the problem and could easily determine solutions to these problems.3. Discuss three (3) approaches used to develop negotiation skills. (15 points) The three approaches that can be used to develop good negotiation skills include: a) Know your customer: The organization's goal is to please the customer by satisfying their needs and wants. To do this, customers...... middle of paper...... feel that they are doing their job correctly and will continue to feel inspired in meeting customer needs. Employees need positive reinforcement when they demonstrate behaviors for which they think they should be rewarded. For example, implement an annual award to distinguish employees for excellent service. d) Training: Information or instruction presented through a variety of methods that will instruct employees in knowledge and skills and seek to motivate employee attitudes toward excellent customer service delivery. By training employees, they will also be able to meet customers' needs effectively and resolve their problems/conflicts. e) Management support: Employees will feel much more motivated if they have managers, supervisors (top managers) available to assist them with customer interactions as much as possible.