Critical Thinking and Problem Solving for Administrative Professionals

Course overview

Course outline

1. 1Day One: Foundations of Critical Thinking

   • What critical thinking means for administrative professionals
   • The difference between reacting to problems and thinking them through
   • Asking powerful questions to clarify requests and instructions
   • Separating facts, opinions, assumptions and inferences
   • Evaluating sources of information for reliability and bias
   • Common thinking traps: jumping to conclusions and confirmation bias
   • Self-assessment of personal thinking and decision habits
2. 2Day Two: Defining and Analysing Problems

   • Writing a clear problem statement that the team agrees on
   • Distinguishing symptoms from underlying causes
   • Using the five whys to uncover root causes
   • Fishbone diagrams for recurring process problems
   • Collecting simple data to confirm what is really happening
   • Breaking complex issues into manageable parts
   • Case study: analysing a recurring office process failure
3. 3Day Three: Generating and Evaluating Options

   • Brainstorming techniques that produce useful ideas quickly
   • Looking at a problem from the viewpoint of different stakeholders
   • Setting criteria for comparing possible solutions
   • Simple decision matrices and pros and cons analysis
   • Considering risks, costs and unintended consequences
   • Knowing when to decide yourself and when to escalate
   • Exercise: choosing the best solution for a scheduling conflict
4. 4Day Four: Decision Making Under Pressure

   • Making sound decisions when time and information are limited
   • Prioritising competing urgent requests from several managers
   • Using judgement on confidentiality and sensitive matters
   • Handling ambiguity and changing instructions calmly
   • Learning from mistakes without blame or defensiveness
   • Ethical reasoning in everyday administrative decisions
   • Scenario practice: resolving a crisis in the executive office
5. 5Day Five: Presenting Solutions and Taking Ownership

   • Structuring a recommendation: issue, options, proposal and next steps
   • Writing concise problem-solving emails and briefing notes
   • Presenting ideas confidently to managers and senior staff
   • Responding constructively to questions and objections
   • Implementing solutions and checking that they work
   • Building a reputation as a proactive problem solver
   • Personal action plan for applying critical thinking at work