Learning is About of Connecting the Dots

Pro(ductivity) Tip# 27

“All knowledge is connected to all other knowledge. The fun is in making the connections.”
-Arthur Aufderheide

When trying to enhance the quality of our customer’s experience problem solving is a crucial skill. Problem-solving requires that we piece together old facts in new ways. Through this practice we are able to make sense of a situation based upon available data points. It is through deeper reflection on these data points that new relationships are perceived where previously none were present.

We may not have the solutions right away however if we capture relevant content we increase the probability of data point connections being discovered. Relevant content could be defined as the environment in which an issue occurred or even the remedies the customer or stakeholder tried in seeking a solution. Whatever we perceive as having some potential value can be captured for later review.

“I find that a great part of the information I have, was acquired by looking up something and finding something else on the way.”

It is important to remember that not all solutions will be obvious to us at the moment we are experiencing them. However capturing relevant information allows us to retrace our steps and eventually solve the difficulty. Capturing relevant information also allows other people to be involved in the problem-solving process. When we provide people a comprehensive picture of what is occurring we help them understand our thinking and the context of the situation.

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