What are problem-solving skills?

Problem-solving skills typically refer to a group of skills or attributes that help an employee assess and solve challenges. Candidates with strong problem-solving skills analyze situations carefully, understand problems and implement creative solutions. They confront issues and take steps to overcome them quickly.

Strong problem-solving skills can benefit employees in any industry or position. Examples of problem-solving skills include:

• Active listening
• Written and verbal communication
• Decision-making
• Collaboration
• Creativity
• Research
• Analytical thinking

Ways to assess problem-solving skills

With a clear understanding of problem-solving skills, you may be better prepared to evaluate interviewees’ skills. The following methods can help determine how candidates approach challenges.

1. Check resumes

Applicants’ resumes may include details that demonstrate effective problem-solving. Look for specific examples, such as an applicant who improved a process and increased productivity or corrected a pressing issue. Consider following up on these details in the interview for more insight.

2. Ask open interview questions

Including problem-solving interview questions in your evaluation process can help you gauge how candidates feel about their skills. You can ask for real-world examples from their previous positions or present scenarios and ask how they would approach them. Narrow down the interview questions and tailor them to your open position.

You can also assess how the interviewee responds during the interview. If you ask for a real-life example of a situation they haven’t experienced, evaluate if they offer a creative response, as this could indicate their ability to navigate various situations.

Examples of interview questions to ask include:

1. When you encounter a problem at work, do you handle it yourself or ask for help?
2. Imagine two colleagues assign you two equally urgent tasks. How would you handle the situation?
3. Walk me through what you do when you face a problem at work.
4. How do you evaluate the risks and benefits of possible solutions to a workplace problem?
5. How do you determine when a problem is resolved?
6. How do you evaluate how well you resolved an issue at work?
7. How do you handle change or unexpected situations in your projects?
8. Tell me about a time when you had to be flexible with your problem-solving methods.
9. What is the key to effective problem-solving and which skills are most important?
10. How do you approach stressful situations at work?

3. Check with references

Contacting a candidate’s references can validate the accuracy of the interviewee’s responses. When formulating questions to ask references, consider including questions about the candidate’s problem-solving abilities.

4. Conduct assessments

Consider using evaluations in a quiz or test format that includes multiple-choice questions. If problem-solving skills are a priority, you may include this assessment as a screening procedure. You can also include other assessments based on role requirements.

5. Use mock job situations

Another way to observe candidates’ problem-solving skills is through work-simulation exercises based on situations they may encounter. Assessing problem-solving skills in this way can be done during or after the interview. Conducting simulation activities typically takes more time and resources, so it’s usually reserved for the final few candidates.

When designing simulations, consult with others in that role or department to ensure they’re realistic.

Here are some examples of mock job situations that incorporate problem-solving skills:

• Customer service representative: Taking a practice phone call with a difficult client
• Administrative assistant: Building a CEO’s schedule to resolve scheduling conflicts
• Graphic designer: Fixing a design based on feedback from an unsatisfied client
• Social media manager: Crafting a response plan after a poorly received social media post
• Software designer: Correcting code that’s causing a bug
• Bookkeeper: Reconciling a bank account to determine bookkeeping mistakes

Best practices for assessing problem-solving skills

The following tips can help you improve the outcome of your problem-solving skills assessments:

• Prioritize specific problem-solving skills. While general problem-solving skills apply to any position, the role you’re filling might require a specific skill. For instance, positions that involve analyzing large amounts of data, such as data analysts and actuaries, require analytical reasoning.
• Identify the level of problem-solving skills you expect. Another factor to consider is the level of proficiency required for a specific skill. A manager in a fast-paced environment may need advanced problem-solving skills to keep things running smoothly. However, an entry-level customer service agent who uses scripted responses might only need beginner to intermediate problem-solving skills.
• Use multiple assessment methods. Incorporating multiple assessment tools into your hiring process can provide a well-rounded view of each candidate’s strengths and weaknesses.

FAQs about assessing problem-solving skills

How are problem-solving skills beneficial in the workplace?

Solving problems effectively can increase an employee’s productivity by allowing them to resolve issues quickly. High productivity can help increase profits and maintain your organization’s overall efficiency. Working to resolve issues helps your team maintain project timelines, potentially increasing customer satisfaction.

Are problem-solving skills more important than other skill types?

While problem-solving skills are important and beneficial, they aren’t the only skills to look for in candidates. Other important skills include time management, professionalism, work ethic and organization. Candidates also need job-specific hard skills, such as coding and math skills for a computer programmer. You can look at the position as a whole to determine the necessary skills.

Can problem-solving skills be taught?

Employees can learn or improve problem-solving skills through practice. This process is often more effective when the employee is a willing participant and understands the importance of building their skills. Consider setting up a one-on-one meeting with the employee to discuss opportunities for improvement and make a plan. Offering coaching with a more experienced team member can also improve the approach to handling problems.