Lesson 2 Verbal and non-verbal communication

Checklist to investigate problems

  • The more a problem is investigated the easiest it will be to find solutions. A checklist can guide workers on the investigation of a problem following the ‘6 Ws’ approach:
  • Active Listening
  • Anticipating Obstacles to Implementation
  • Assessing the Effectiveness of Interventions
  • Brainstorming Solutions
  • Collaboration
  • Evaluating Alternative Strategies for Reducing Stress
  • Finding Middle Ground
  • Flexibility to Try New Approaches
  • Focus on the solution, not the problem
  • Simplify things
  • List out as many solution as possible
  • Think Laterally. Try to change your approach and look at things in a new way.
  • Ask for help when you needed
  • Take another person’s perspective (take some psychological distance)
  • Rely on others’ experiences and ideas when you are experiencing tension while trying to solve a problem
  • Use mind maps to help visualize the problem


  • You are going through a really busy period at work. This causes a lot of extra work, stress and conflict among your colleagues and in general, an uneasy situation. Based on what you learned so far, how should someone go about making the situation easier? Will the approach change if that person is a supervisor or a MUC?