A problem, says Wikipedia, is “an issue or obstacle which makes it difficult to achieve a desired goal, objective or purpose.”  In that sense, everyone will experience a problem, one way or another, because everyone has a desire, a goal, an objective or purpose. The problem may be a condition (as in a sickness), a lack (as in poverty), an excess (as in obesity), a question (where did I come from?), a person (as in a relationship), an idea  that is difficult to understand or an issue that is unresolved.

It is therefore in our nature to want to solve problems. But since we are not taught how to solve problems until probably later in our lives or unless we go technical or science in our schooling, our abilities to solve problems only emerge as problems occur and therefore remain experiential and circumstantial in character. Because of this, we tend to associate current problems with our past experiences and proceed to solve them the way we used to. We tend to jump to conclusions which can be very costly if not altogether disastrous.

We therefore need a structured way, if there is any, of solving problems, in order to avoid the consequences of instinctive action, being one-tracked or overly subjective, and working on the wrong premise or cause.

My own experiences with problems and problem-solving enabled me to look at several methods available. I find George Polya’s four-step problem-solving model very simple, practical and easy to apply. Polya’s steps are “understand the problem, devise a plan, carry out the plan and review/extend.”

Later in my career, I came across Kepner-Tregoe’s Problem-Solving Technique and was impressed with its application to business and industries. Drs. Charles Kepner and Benjamin Tregoe introduced their system more than 40 years ago and have since helped businesses and organizations with their research-based PSDM Method. The KT Method as it is known is made up of four distinct processes: situation appraisal, problem analysis, decision analysis and potential problem analysis.

Over the years, from my experiences with problems and problem-solving, I have developed my own system of resolving life and business issues. My four steps are:

1.  Define the problem and its causes

2.  Generate alternative solutions

3.  Choose the best solution

4.   Implement and review

I had the great opportunity to validate these steps in a very typical yet unforgettable manner recently. You see, I usually wake up at 4 a.m. to do my writing. The first thing I do is to go to the dimly-lit kitchen to make coffee. I boil the water in a coffee pot and pour it into a stainless thermos bottle, from where I pour hot water into my coffee mug containing my pre-mixed coffee, sugar and cream.

One such morning, after a rain-drenched night, I went through my usual routine of making coffee before working on my computer. After taking two or three hot sips, I noticed that there were red ants afloat on my coffee. Of course, they were dead. Instinctively, I went back to the kitchen, poured out the coffee into the sink, washed the mug and made another coffee mix. I thought that maybe the mug was not washed properly that night. Back to my computer to work, as I sipped my coffee, I noticed the red ants were still there!

Now taking serious notice, I stared at the ants, as if looking for an answer to the question in my mind. Where could they have come from? Instantly, I concluded they must have invaded the brown sugar. I went back to the kitchen, poured out the coffee into the sink and got another mug. I took out the brown sugar bowl and without looking at its contents, emptied it into the waste can, and refilled it  with brown sugar from a newly-opened pack. I then prepared another coffee mix. I was confident this time I could enjoy good hot coffee. To be sure, I turned on the main lights overhead. With the brightness filling the kitchen, I prepared to take my sip. Would you  believe those ants were still there!

I switched to my problem-solving mode. What I discovered soon after was that the ants were not in the mug, not in the teaspoon, not in the creamer, not in the coffee, not in the coffee pot, not in the water. The ants were stationed at the mouth of the stainless thermos bottle, sipping their own version of warm water traces at the water opening. As I analyzed further, the ants were “rained” the night before and sought warmth somewhere inside the house. I saw the ants’ navigation line from the ceiling to the wall to the cabinet to the thermos bottle. Quite a journey and what a prize!

I learned a number of lessons from the ants: 1. not to jump to conclusions 2. to stick to a rational process 3. discipline 4. persistence.

I hate to imagine that this little incident may have been simulated in situations that involve human lives or relationships or huge resources in business. If it did, I might not have been able to afford the lessons at all. My coffee was great, despite the ants and because of the lessons. But it was even greater because the incident made a lasting imprint in my memory.

My four-step problem-solving process is simple and very easy to remember and apply:

1.  Define the problem and its causes

2.  Generate alternative solutions

3.  Choose the best solution

4.   Implement and review

The steps flow naturally along basic mental patterns: you have a problem, find out why, find out how to solve, choose which one to use, implement and check off. Try it.