The demands of oral communication are dependent upon:

• why one is communicating
• how one is communicating
• the range and complexity of the information being conveyed
• the circumstances in which one is communicating
• the person with whom one is interacting
• the seriousness of the consequences if communication fails

Problem Solving

Problem solving refers to the addressing of problems that require solutions – the knowledge and skills required in elaborating projects, identifying relevant information in order to plan and analyze. For the worker, a problem is a situation or occurrence that interferes with the accomplishment of job tasks. Although the problem is always seen from the worker’s point of view, it is important to draw the distinction between the worker’s own problems and other people’s problems. For example, a drug-addicted client is not a problem for an addictions counselor; it is his or her work. The counselor’s workplace problems centre on missed appointments, poor intra-office communication and clients who do not respond to normal therapy. The auto body mechanic does not consider a smashed car to be a problem–although it may be one for the customer. For the auto body mechanic, a mangled car is an opportunity to exercise technical skills. Of course, the mechanic does have problems: parts do not arrive on time; hidden damage is discovered after the quote has been written; or a specification misprint causes the hydraulic frame alignment jig to ruin a car frame rather than straighten it.

In problem solving examples, the first sentence states the worker’s problem as explicitly as possible. Subsequent sentences state what the worker does to solve the problem and any features or complications which impact the process. Aspects of problem solving:

• the complexity of the problem
• identification of the problem
• the steps involved in generating possible solutions
• the process of selecting the most effective solution
• assessment of the solution implemented and identification of possible improvements

Decision Making

Decision making refers to making choices among options. Decision making occurs during problem solving but not all decision making is part of problem solving. Aspects of decision making:

• the consequence of error
• the reversibility of the decision
• the adequacy and availability of information
• whether there is a set procedure to follow
• whether there is a body of similar past decisions to which the worker can refer
• the extent to which judgement is required to make an appropriate decision