Course Title: Solve Problems, Make Decisions, and Implement Solutions
Facilitator: Clifford Legodi
Client: City of Cape Town
Number of Delegates: 14
Training Date: 24 November 2025
Training Mode: Virtual (Microsoft Teams)
Training Schedule – Day 1
| Session | Time | Session Description |
|---|---|---|
| Session 1 | 09:00 – 10:30 | Introduction; Defining the Problem; Understanding Symptoms vs Root Causes |
| Session 2 | 11:00 – 13:00 | Investigating the Problem; Techniques for Gathering Information; Stakeholder Consultation |
| Session 3 | 13:45 – 15:00 | Generating Solutions; Criteria Setting; Evaluating Options and Decision-Making |
SECTION 1: DEFINING THE PROBLEM
1.1 Introduction
The first part of the training focused on establishing a clear understanding of what constitutes a problem in a work and organisational environment. Delegates explored the importance of accurate problem definition as the foundation for effective decision-making and solution implementation.
1.2 The Process of Defining a Problem
The facilitator guided participants through a structured process that included identifying the issue, clarifying its scope, and understanding its impact. Emphasis was placed on avoiding assumptions and grounding the problem definition in evidence.
1.2.1 Distinguishing Between Problems and Their Symptoms or Consequences
A central theme was teaching delegates to separate root causes from surface-level symptoms. Case examples were used to illustrate how organisations often react to consequences rather than addressing the underlying issue.
1.3 Techniques for Problem Definition
Participants were introduced to several problem-definition tools, including:
- The 5 Whys
- Problem statements
- Cause-and-effect (Ishikawa) diagrams
These tools were applied in short practical exercises and scenario-based discussions.
1.4 Consulting With Stakeholders
The facilitator highlighted the importance of involving key stakeholders to ensure multiple perspectives are considered. Delegates discussed strategies for effective engagement, including interviews, consultations, and collaborative workshops.
SECTION 2: INVESTIGATING THE PROBLEM
2.1 Introduction
The second section explored the investigative stage of problem-solving. Delegates learned why a thorough investigation is essential before committing to any solution.
2.2 Problem Investigation
Participants examined methods for gathering relevant data, such as:
- Observations
- Process reviews
- Document analysis
- Feedback from staff and service users
2.3 The Process of Investigating a Problem: Getting Information
The session covered effective information-gathering techniques, ensuring accuracy, reliability, and relevance. Delegates practiced forming investigative questions and identifying credible sources of information.
SECTION 3: GENERATING SOLUTIONS
3.1 Introduction
The final part of Day 1 focused on the creative and analytical processes involved in generating feasible solutions.
3.2 Problem-Solving Techniques in Idea Generation
Delegates used structured techniques to generate solutions, including:
- Brainstorming
- Mind mapping
- SCAMPER
- Creative reframing
Group activities encouraged participants to challenge assumptions and think beyond conventional approaches.
3.3 Determining Criteria and Weighing Solutions
Participants learned how to establish decision-making criteria, such as:
- Cost
- Feasibility
- Impact
- Time
- Risks
A weighting exercise helped illustrate how criteria can be applied when comparing solution options.
3.4 Evaluating Possible Solutions
The facilitator guided the delegates in assessing the practicality and sustainability of potential solutions. The evaluation process included risk analysis, scenario forecasting, and selecting the most appropriate course of action.
FACILITATION APPROACH
The facilitation approach was highly interactive, combining:
- Group discussions
- Scenario-based learning and case examples
- Real-life organisational challenges
- Shared personal experiences from both the facilitator and participants
The approach promoted reflective thinking, collaboration, and the practical application of problem-solving concepts.
CHALLENGES EXPERIENCED
- The learning portal was not functioning, requiring the session to be conducted fully through Microsoft Teams.
- Some delegates experienced intermittent internet issues, though these did not significantly affect overall progress.
- Scheduling conflicts with other organisational commitments affected punctuality for some attendees.
- One senior manager’s unexpected attendance momentarily affected operational scheduling.
HIGHLIGHTS AND OBSERVATIONS
- Delegates were highly engaged and contributed actively to discussions and exercises.
- The integration of real-life experiences made the session relevant and relatable.
- Participants demonstrated growing confidence in applying structured problem-solving methods.
- Positive feedback highlighted the quality of facilitation, the relevance of content, and the practical application of concepts.
OVERALL EVALUATION
The Day 1 objectives were successfully achieved. Delegates gained:
- A clear understanding of how to define problems accurately
- Practical skills in investigating issues using structured methods
- The ability to generate and evaluate solution options systematically
The training offered a balanced mix of theory, discussion, and practice, strengthening participants’ ability to solve problems and make informed decisions within the municipal context.
RECOMMENDATIONS
- Ensure the online learning portal is functional before future sessions.
- Schedule sessions to avoid overlap with critical meetings.
- Maintain the interactive facilitation approach used in this programme.
- Consider follow-up sessions or practical workplace assignments to reinforce learning.
- Provide delegates with templates for problem-definition and solution-evaluation tools for continued application.
ATTENDANCE REGISTER
Facilitator:
Clifford Legodi
Trainer & Facilitator – Problem Solving, Decision-Making and Solution Implementation
Neftaly Education
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