| Part 1: WHAT IS THE PROBLEM?
1.
A PROBLEM What is the problem? Who has a problem? What
is the essence of your problem? 2. PETER PIGEONHOLE PREPARED
A PETITION How can we determine "What is wrong?" What
is wrong? What can be done about it? 3. WHAT'S
YOUR PROBLEM? A problem is a difference between things as desired
and things as perceived. Phantom problems are real problems.
Part 2: WHAT IS THE PROBLEM?
4. BILLY
BRIGHTEYES BESTS THE BIDDERS Don't take their solution method
for a problem definition. If you solve their problem too readily they'll
never believe you've solved their real problem. 5. BILLY BITES
HIS TONGUE Don't mistake a solution method for a problem definition
- especially if it's your own solution method. 6. BILLY BACK
TO THE BIDDERS You can never be too sure you have a correct
definition, even after the problem is solved. Don't leap to conclusions,
but don't ignore your first impression.
Part 3: WHAT
IS THE PROBLEM REALLY?
7. THE ENDLESS CHAIN
Each
solution is the source of the next problem. The trickiest part of certain
problems is just recognizing their existence. If you can't think of at least
three things that might be wrong with your understanding of the problem, you don't
understand the problem. 8. MISSING THE MISFIT
Don't leap to conclusions, but don't ignore your first impression. Test
your definition on a foreigner, someone blind, or a child, or make yourself foreign,
blind or childlike. Each new point of view will produce a new misfit. 9.
LANDING ON THE LEVEL How could we change the problem statement
to make the solution different? What am I solving? 10.
MIND YOUR MEANING Once you have a problem statement in words,
play with the words until the statement is in everyone's head.
Part
4: WHOSE PROBLEM IS IT?
11. SMOKE GETS IN YOUR EYES
Whose problem is it? Don't solve other people's problems when they can
solve them perfectly well themselves. If it's their problem, make it their
problem. 12. THE CAMPUS THAT WAS ALL SPACED OUT
Whose problem is it? If a person is in a position to do something about
a problem, but doesn't have the problem, then do something so he does. Try
blaming yourself for a change - even for a moment. 13. THE
LIGHTS AT THE END OF THE TUNNEL Whose problem is it? If
people really have their lights on, a little reminder may be more effective than
your complicated solution.
Part 5: WHERE DOES IT COME
FROM?
14. JANET JAWORSKI JOGGLES A JERK Where
does this problem come from? 15. MISTER MATCZYSZYN MENDS THE
MATTER Where does this discourtesy come from? 16.
MAKE-WORKS AND TAKE CREDITS Where does the problem come from? There's
two kinds of people in the world... 17. EXAMINATIONS AND OTHER
PUZZLES Where does the problem come from? Who sent this
problem? What's he trying to do to me?
Part 6:
DO WE REALLY WANT TO SOLVE IT?
18. TOM TIRELESS TINKERS WITH TOYS
In spite of appearances, people seldom know what they want until you give them
what they ask for. 19. PATIENCE PLAYS POLITICS
Not too many people, in the final analysis, really want their problems solved. 20.
A PRIORITY ASSIGNMENT Do we really want a solution? We
never have enough time consider whether we want it, but we always have enough
time to regret it. The fish is always last to see water.
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