
Assistants require creative problem-solving skills that empower them to navigate complexities with innovation and efficiency, explains Ayanna Castro
Administrative professionals are the unsung heroes of organizational success, often tasked with juggling multiple responsibilities while ensuring operations run smoothly. Yet, they frequently encounter challenges that demand more than routine solutions – like managing conflicting priorities, meeting tight deadlines, or coordinating across diverse teams and departments. These moments require creative problem-solving skills that go beyond traditional approaches, empowering administrative professionals to navigate complexities with innovation and efficiency.
This article explores practical strategies for fostering creativity in problem-solving, offering tools and techniques tailored to the unique challenges faced by global administrative professionals. Whether it’s streamlining workflows, resolving interpersonal conflicts, or improving communication across time zones, these insights will help you turn obstacles into opportunities. Creative problem solving (CPS) is more than just a skill – it’s your secret weapon for driving innovation and ensuring success.
What is Creative Problem Solving?
Creative problem solving (CPS) is a way of solving problems or identifying opportunities when conventional thinking has failed. It encourages you to find fresh perspectives and come up with innovative solutions so that you can formulate a plan to overcome obstacles and reach your goals.
Alex Osborn, founder of the Creative Education Foundation, first developed creative problem-solving in the 1940s, along with the term “brainstorming.” And together with Sid Parnes, he developed the Osborn-Parnes Creative Problem-Solving Process. Despite its age, this model remains a valuable approach to problem-solving.
Creativity vs. Innovation: Partners in Problem Solving
Before diving into the CPS process, it’s crucial to distinguish between creativity and innovation. These two concepts, while interconnected, serve different purposes:
Creativity: | Innovation: |
Creativity involves generating new ideas, imagining alternatives, and challenging traditional approaches. It’s the spark of inspiration that fuels innovation. | Innovation is the application of creative ideas to generate tangible results. It’s about daring to act on your ideas, testing them, and refining them to solve problems effectively. |
Getting the ideaNew approachOutside of the boxNew and disruptiveOutside the comfort zoneOld ways to find new solutions | Doing something about itContinuous improvementNot being afraid to failHaving an “Ah Ha” momentNon-obvious thinkingDaring to be fearless |
Together, creativity and innovation enable you to tackle challenges with a fresh perspective and achieve meaningful outcomes.
The Characteristics of a Creative Problem Solver
Creative problem solvers share certain characteristics that empower them to think beyond conventional limits. These traits are foundational to navigating the CPS process effectively. Developing these traits will enhance your ability to address complex issues.
Openness to Novelty
Be willing to explore unconventional ideas and challenge assumptions. Be open to having someone who is not a subject matter expert on the team. When the team is full of “experts,” there’s often a limited point of view. Creative problem solvers recognize the value of collaboration and actively seek diverse perspectives. They are effective communicators and collaborators, capable of fostering an environment of trust and open dialogue.
Tolerance for Ambiguity
Accept uncertainty as part of the process and focus on finding clarity. Creative problem solvers exhibit a natural curiosity and ask insightful questions, seek out information, and continuously expand their knowledge base. They are willing to modify their strategies, experiment with different solutions, and adjust their course based on feedback and new information.
High Tolerance for Complexity
Approach multi-layered problems with patience and persistence. Creative problem solvers can mentally visualize problems, concepts, and potential solutions. They use visual representations, such as diagrams, mind maps, or sketches, to organize their thoughts. They also do not give up easily and are determined to find solutions. They view obstacles as opportunities for growth and learning, and they are motivated to overcome setbacks.
Core Principles of the CPS Process
The creative problem-solving process is built on principles that guide you through each stage. These principles ensure your efforts remain focused and productive:
1. Balance Divergent and Convergent Thinking
Generate a wide range of ideas (divergent thinking) before narrowing them down to the most viable options (convergent thinking). Divergent thinking and convergent thinking involve distinct cognitive approaches and are employed at different stages of the problem-solving process.
2. Frame Problems as Questions
Phrasing challenges as questions – e.g., “How might we…?” – encourages curiosity and collaboration. Asking these types of questions generates lots of rich information while asking closed questions tends to elicit short answers, such as confirmations or disagreements. Problem statements tend to generate limited responses or none at all.
3. Defer Judgment
Alex Osborn, the author of the creativity technique and brainstorming learned from his work that judging solutions early on tends to shut down idea generation. Postpone evaluating ideas until after brainstorming. Early criticism can stifle creativity.
4. Adopt a “Yes, and” Mindset
Instead of dismissing ideas, build on them by exploring their potential. Language matters when you’re generating information and ideas. “Yes, and” encourages people to expand their thoughts. Language matters when you’re generating information and ideas. “Yes, and” encourages people to expand their thoughts.
The Four Stages of Creative Problem Solving
The CPS process consists of four key stages, each essential for transforming challenges into actionable solutions:

Source: Osbourne-Parnes Creative Problem-Solving Model
Let’s explore each stage in detail.
Stage 1: Clarify – Identifying the Problem
The first step in CPS is gaining clarity about the problem. Define the problem in specific terms, identify the desired outcomes, and establish any constraints or limitations. Without a clear understanding, efforts to solve it may be misguided. Here’s how to approach this stage:
Explore the Vision
Identify your goal, desire or challenge. This is a crucial first step because it’s easy to assume incorrectly. It is easy to miss something or fail to fully understand the issue and defining your objective can provide clarity.
Gather Data
Once you’ve identified and understood the problem, you can collect information about it and develop a clear understanding. Collect relevant information, including stakeholder feedback, to understand the issue.
Define the Problem
Reframe vague challenges into specific, actionable questions. When you’ve increased your awareness of the challenge or problem you’ve identified, ask questions that will generate solutions. Think about the obstacles you might face and the opportunities they could present.
Identify Root Causes
Use tools like the “Five Whys” technique to dig deeper into the underlying issues.
Example
If meetings are unproductive, the problem might not be scheduling but unclear agendas or misaligned expectations. A clearer problem statement could be, “How might we create meeting structures that ensure alignment and efficiency?”
Stage 2: Ideate – Generating Ideas
Once the problem is clarified, it’s time to brainstorm potential solutions. Ideation thrives on creativity and collaboration:
Host Brainstorming Sessions
Create a safe space where all ideas are welcome. The use of mind maps is a great way to explore ideas during this divergent stage of creative problem solving.
Ask “What If?” Questions
Challenge assumptions by imagining alternative scenarios.
Incorporate Playfulness
Use warm-up exercises, such as, “How might we get an elephant out of a bathtub?” to encourage lateral thinking.
Example
Solutions to unproductive meetings might include setting clear objectives, implementing timeboxing, or introducing meeting-free days.
Stage 3: Develop – Refining Solutions
This is the convergent stage of creative problem solving, where you begin to focus on evaluating all of your possible options and come up with solutions. Use structured evaluation methods to identify the best options and consider how you can strengthen them and determine the best “fit”:
Apply PPCO Analysis
Examine Pluses, Potentials, Concerns, and ways to Overcome those concerns for each idea.
Conduct a SWOT Analysis
Assess the Strengths, Weaknesses, Opportunities, and Threats of potential solutions.
Engage Stakeholders
Validate ideas through feedback and collaboration.
PPCO Analysis

Example
After brainstorming meeting solutions, you refine the idea of implementing a standardized agenda template by addressing potential concerns, such as adaptability and training.
Stage 4: Implement – Planning for Action
There have been many adaptations of the original Osborn-Parnes model, but they all involve a clear structure of identifying the problem, generating new ideas, evaluating the options, and then formulating a plan for successful implementation. This stage brings ideas to life:
Develop a Detailed Action Plan
Break down tasks, assign responsibilities, and set timelines.
Communicate Clearly
Share the solution’s value with stakeholders to gain buy-in.
Monitor and Adjust
Use KPIs to measure success and make necessary adjustments.
Example
For the standardized agenda template, your action plan might include creating a prototype, conducting a pilot test, and gathering feedback for refinement.
Advanced Tools for Creative Problem Solving
Enhance your CPS efforts with advanced tools and techniques:
Mind Mapping
Visualize relationships between ideas to explore connections and new possibilities.

Affinity Diagrams
Group related ideas to identify patterns and themes.

SCAMPER Technique
Use prompts (Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, Rearrange) to innovate existing processes.

Actionable Strategies for Making Your Solution Easy to Understand and Accepted
Even with a solid solution, obstacles can arise. Here’s how to address them:
Simplify
Break Down Complexity
Simplify complex concepts into understandable terms, avoiding jargon.
Use Visual Aids
Support explanations with diagrams, infographics, and charts.
Communicate Clearly
Be concise, use straightforward language, and emphasize key points.
Engage
Tell Stories
Use relatable narratives or real-life examples to illustrate the solution’s impact.
Use Analogies
Compare your solution to familiar objects or scenarios for better understanding.
Provide Examples
Demonstrate real-world applications and practical benefits.
Test
Incorporate Interactivity
Use demonstrations, simulations, or hands-on activities to engage your audience.
Assess Comprehension
Test understanding through feedback surveys or interactive activities.
Demonstrate the Value of Your Solution
Highlight Benefits
Articulate the specific value your solution offers, like cost savings or increased efficiency.
Quantify Results
Use data, metrics, and case studies to showcase positive outcomes.
Comparative Analysis
Show how your solution outperforms alternatives with visuals or charts.
Show It in Action
Use live demonstrations or videos to highlight the solution’s functionality.
Leverage Testimonials
Share real-life success stories to add credibility.
Use Visual Evidence
Include before-and-after visuals to demonstrate improvements.
Build Acceptance for Your Solution
Communicate Effectively
Tailor your message to different audiences, addressing their specific concerns.
Engage Stakeholders
Involve stakeholders early and seek their input to foster support.
Provide Evidence
Use data, research, and pilot results to validate your solution’s effectiveness.
Address Objections
Proactively anticipate and resolve concerns with thoughtful responses.
Show Cost-Effectiveness
Highlight ROI (Return on Investment), cost savings, and long-term benefits.
Pilot First
Implement small-scale trials to demonstrate success and gather feedback.
Build Support Networks
Identify and collaborate with influential supporters or partners.
Sustain Communication
Continue engaging stakeholders’ post-implementation to reinforce support and address ongoing concerns.
The Role of Administrative Professionals in CPS
Administrative professionals are uniquely positioned to lead creative problem-solving initiatives. Your deep understanding of organizational dynamics and your ability to coordinate across teams make you invaluable contributors to innovation and the success of your organizations. The CPS process can be used to:
Streamline Workflows
Identify inefficiencies and propose solutions.
Enhance Communication
Bridge gaps between departments and stakeholders.
Drive Strategic Initiatives
Partner with executives to align solutions with organizational goals.
Real-World Application: A Case Study
A senior executive assistant noticed recurring delays in project approvals. Using the CPS model, they:
- Clarified the problem: Stakeholders lacked visibility in the approval process. No one was clear on the various steps required for approval, therefore delaying the approval process.
- Ideated solutions: They considered implementing shared dashboards, automated reminders, and training sessions for the stakeholders involved in the approval process.
- Developed the dashboard solution: After addressing concerns about accessibility and data security, they piloted the idea.
- Implemented the dashboard: With stakeholder buy-in, the tool streamlined communication and reduced delays by 40%.
- Monitored the solution: By regularly checking with the stakeholders, the assistant was able to make modifications to the approval process and dashboard.
Expanding the CPS Toolbox: Collaborative Practices
While individual efforts are vital, collaboration often leads to more comprehensive solutions. Consider these practices:
Diverse Teams
Include team members with varied perspectives to enrich ideation.
Workshops
Facilitate structured sessions to guide teams through the CPS process.
Feedback Loops
Regularly solicit feedback to refine solutions and ensure alignment.
Creative problem solving empowers administrative professionals to elevate their roles and drive organizational success.
By mastering the CPS process, you can:
Tackle Challenges with Confidence
Approach problems methodically and strategically.
Foster Innovation
Encourage a culture of curiosity and continuous improvement.
Deliver Measurable Results
Implement solutions that create lasting impact.
Creative problem solving is an essential skill for administrative professionals seeking to maximize their impact. By embracing the CPS process and leveraging tools like PPCO analysis, SCAMPER, and stakeholder collaboration, you can turn challenges into opportunities and elevate your professional contribution.
Innovation begins with you. Start applying these principles today to unlock smarter solutions and inspire positive change within your organization.
Thank you for this informative article. I now have an idea on how to solve office problems.
Proscovia