ABSTRACT
Problem-mapping works by converting a confused communication into a collection of triggers, which can then be transferred to a new location. In effect, problem-mapping is the structuring of information into a layered series of triggers. Problem-mapping can have unintended effects and gives people some insight into how their minds work to store data. Tally-sheets or tick-sheets are the basis of observational data in analysing a process, or developing a theory based on facts. The tally-sheet is a matrix which uses columns to tell where something happens and what kind of problems are occurring; and rows to define when they happened. Modelling or creating a systemic representation of a problem with all its elements and their relationships is an important part of creative problem-solving and understanding. Interviewing can be effective if managers know what they want, and plan to get it. The essential technique is to ask open questions.
