[Excerpt] Sometimes solutions to difficult problems are simple, if you think creatively. Here are three true stories of how stewards used their creativity to resolve workplace problems

Margolies, Ken

English

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1-1-2002 
Creative Problem Solving 
Ken Margolies 
Cornell University, kam47@cornell.edu 
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Creative Problem Solving 
Abstract 
[Excerpt] Sometimes solutions to difficult problems are simple, if you think creatively. Here are three true 
stories of how stewards used their creativity to resolve workplace problems. 
Keywords 
union, steward, grievance, agreement, impact, communication, labor, management, members, supervisor, 
goal, function, arbitrator 
Disciplines 
Organizational Behavior and Theory | Unions 
Comments 
Suggested Citation 
Margolies, K. (2002). Creative problem solving [Electronic version]. Steward Update, 13(1). 
http://digitalcommons.ilr.cornell.edu/articles/80/ 
Required Publisher Statement 
Copyright by Union Communication Services. Published version posted with special permission of the 
copyright holder. 
This article is available at DigitalCommons@ILR: https://digitalcommons.ilr.cornell.edu/articles/80 
Aman goes to a psyc.hiatrist andcomplains, "I can't sleep. WhenI'm in bed I worry that someone
is under the bed. And when I sleep
under the bed I worry that someone is on
the bed." The psychiatrist responds, "I
can help if you visit me twice a week for
three years at $150 per visit. Think about
it and call me when you're ready."
Some time later the doctor sees the
man on the street and says, "I never
heard from you. Are you sleeping any
better?" The man answers, "Yes. A bar-
tender solved my problem. He told me
to cut the legs off my bed."
Sometimes solutions to difficult
problems are simple, if you think cre-
atively. Here are three true stories of
how stewards used their creativity to
resolve workplace problems.
Put the Boss in Focus
A steward in a union representing camera
operators for a TV station was defending
a member who management said was
doing below average work. The steward
believed management just didn't like this
one operator and that the cameraman's
work was fine. Rather than keep arguing
about it the steward had a better idea.
The steward was also a camera opera-
tor, and management liked her work. At
the next football game the station was
broadcasting, both the steward and the
other operator were working different cam-
eras. Every camera has a number, like one
or two, and the director who is in a control
box away from the camera operators gives
orders like, "Camera two close up,"
"Camera one wide shot," and so forth.
Without telling the director, the two
operators switched cameras. After the
game, when the director again com-
plained about the work, thinking it had
been done by the operator he didn't like,
the steward revealed the switch. Once
exposed, the director sheepishly backed
off and the problem was solved.
Make Management Go Goofy
A union was trying to solve health and
safety problems for its members, who
were required to wear heavy, hot cos-
tumes of cartoon characters at a popular
Get a group together
and brainstorm.
You'll be surprised
what you can
come up with.
amusement park. After much arguing
with management about whether the
workers were making a big deal over a
minor discomfort, the union challenged a
manager to spend a workday in costume,
just like the members did.
It didn't take long before the man-
ager conceded that
modifications to the
costumes were need-
ed and the rules
about breaks had to
be liberalized.
Tie Them Up
In another example
of creative problem solving, a steward
who worked in a supermarket overturned
a new, unpopular rule that male employ-
ees had to wear ties.
The steward did it by buying a
cheap clip-on tie being sold at the store,
being careful to select the ugliest, loudest
one he could find. He wore it daily until
it got worn and ragged, which didn't take
long: it was a really cheap tie. Manage-
ment was reluctant to criticize the tie
once they realized he bought it from their
own store.
Eventually, the frustrated store,man-
ager ordered the steward to take off the
offensive tie. By then the other workers
were starting to follow the steward's lead
and management decided to drop the tie
program altogether.
T he moral of these stories is that agood steward has lots of tools to use
when solving grievances and other work-
place problems, not the least of which are
good investigations, persuasive argu-
ments, group support, work actions, and
..-..------..
knowledge of the contracts. But, as these
true stories demonstrate, stewards can be
even more effective when they add cre-
ativity to their toolboxes.
Come Up With Ideas
How do you come up with ideas like
these? Here are some tips:
Look at how similar problems have
been solved before. Talk to other stew-
ards, senior members, union representa-
tives, union officers. Look through books
and other material. Look at the problem
from every angle. List all the factOrs on a
wall chart. Try putting things together
that normally don't fit. Then, stop think-
ing about it, clear your mind, and expose
yourself to new ideas.
Do things unrelated to the problem:
read, go to a movie or a concert. Explore
new sources of informa-
tion: read new maga-
zines, talk to people
from other jobs or indus-
tries. This exposure
tends to "plant" ideas in
your subconscious.
Now it's time to start
thinking about the prob-
lem again. Get a group together and
brainstorm: list every idea anyone can
think of - no censoring or evaluation
until you have exhausted all ideas. List
the ideas on a chart so everyone can see
them.
Review each idea, listing the pros
and cons. Try different combinations of
ideas to create new ones. After evaluating
all the ideas on your list, it's time to
decide on two or three possible solutions.
Run your ideas by people who were
not at the original brainstorming session.
Get opinions from people not even
involved in the problem. Do a final
review of your preliminary solutions and
make a decision on which one to execute.
Creatively solving your problem
not only pleases members and builds the
union, but makes your steward's job more
interesting and enjoyable. And, like the
man in the opening joke, it may help you
sleep better, too.
-
Ken Margolies. The writer is on the Labor Extension faculty
at Cornell University.


Creative Problem Solving

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