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From YouTube: 3 03 Interest Based Problem Solving
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A
Interest-Based
problem
solving
is
one
of
two
basic
approaches
to
problem
solving.
We
have
position
based
or
interest
based
with
position
based,
which
is
on
our
top
line
here
on
the
slide,
you
basically
have
your
your
two
parties,
so
you
and
the
customer,
and
you
each
tend
to
come
in
with
your
idea
of
here's,
what
needs
to
happen
and
each
one
is
focused.
Each
of
you
is
focused
on
that.
One
idea
that
one
outcome
this
is
this
is
what
I
want.
A
This
is
what
they
want
and
you
get
this
kind
of
either
or
situation
we're
either
going
to
do
what
the
customer
wants
we're
going
to
do.
What
I
say
is
what
we
should
do:
it's
only
those
two
solutions
that
are
possible
because
that's
all
we're
thinking
about
the
solutions-
and
that's
that's
an
important
thing
to
think
about
here
with
position
based,
we
tend
to
be
focusing
on
the
solution.
First,
if
we
do
interest-based,
then
we're
talking
about
well,
what's
what's
behind
that
position,
why
why
do
they
want
that?
Why
do
I
want
this?
A
What
are
the
these
reasons
and
we
think
more
about?
What's
the
problem,
what's
more
than
just
this
possible
solution,
that's
been
presented,
but
what's
the
whole
space,
and
now
we
start
to
be
able
to
consider
options.
A
A
Some
examples
which
may
or
may
not
have
any
direct
connection,
but
hopefully
are
clear
and
in
the
first
one
here
we're
reaching
out
to
the
customer
and
just
saying
something
really
simple
like
I
know
you
want
to
get
this
resolved
as
soon
as
possible.
I
want
to
support
you
and
getting
it
resolved.
That's
extremely
basic
sounding
right,
maybe
a
little
even
uncomfortable
like.
Why
would
I
say
that
the
idea
here
is
that
we
probably
picked
up
on
the
customer
having
a
time
constraint,
so
we're
just
kind
of
acknowledging.
A
A
You
look
at
the
second
one,
I'm
not
sure
if
we
encountered
this
too
often
with
customers
here,
but
I've
certainly
seen
it
a
lot
throughout
my
career
that
various
businesses
are
frequently
getting
audited.
Usually,
financial
businesses,
legal
type
places
they
have
to
pass
these
audits
to
survive
and
something
breaks
in
our
product,
and
now
they
can't
do
something
they
need
to
do
for
the
audit.
A
They
don't
usually
come
to
us
and
say:
hey
I've
got
this
audit
coming
up.
I
need
this,
but
they
do
need
the
thing
whatever
it
is.
If
we
can
find
out,
why
is
it
so
important
to
you
that
this
little
feature
which
to
me
is
like
a
little?
Nothing
is
just.
Why
is
this
driving
you
crazy?
Oh
because
without
it
you
can't
produce
this
report,
this
data
that
you
need
for
your
audit
got
it,
and
then
you
can
make
a
statement
like
this
one
right.
Oh
I
I
know
you've
got
this
audit
coming
up.
A
A
I'm
curious
to
know
if
anybody
has
any
real
world
examples
from
here
from
somewhere
else
doesn't
really
matter,
but
any
ticket
you've
been
working
on
where
you
know,
maybe
you
maybe
you
offered
a
solution
that
you
thought
was
just
totally
the
the
right
thing
to
do,
and
the
customer
flat
out
rejected
it,
and
that's
like
that
position
based
right.
They
thought
one
way
was
the
way
to
go.
You
offered
a
different
one
and
they
said
no
or
anything
else
that
you
think
gets
to
this
idea
of
interest-based
problem.
Solving
any
examples.
A
B
So
I
don't
have
an
example
of
off
the
top
of
my
head
of
where
I
was
unable
to
understand
their
position,
but
I
found
that
one
of
the
things
that
helps
me
to
understand
where
their
interest
lies,
is
in
understanding
or
is
the
problem
we're
dealing
with
in
their
production
environment
or
in
their
staging
test
environment?
Where
they're
trying
to
see
how
will
this
feature
work?
A
A
So
it's
a
perfect
example
of
how
to
change
your
path
based
on
more
information,
and
although
you
didn't
say
this,
I
would
add
it's.
It
also
points
to
a
question
that
you
can
ask
the
customer
this
thing.
You're
doing
is
this
in
your
production
environment
right
this
problem.
What
so
you
can
ask
a
simple
question
like
that
that
helps
you
to
determine
what
your
options
are.
A
So
you're
not
going
to
necessarily
ask
that
every
time
right,
but
there
will
be
situations
when
you'll
think,
oh,
how?
How
is
this
hurting
them
is
this
we
sometimes
ask:
is
this
impacting
one
person
or
everybody
right?
This
is
a
broader
version
of
that.
What's
the
impact
on
your
business,
but
questions
like
that
that
directly
ask
about
the
impact
help
you
to
get
to
more
than
just
the
initial
problem
statement,
and
then
you
can
understand
more
about
how
to
how
to
troubleshoot
it
and
how
to
approach
it.
C
C
How
do
I
make
it
work
and
I
find
often
times
like
if
we
can
dig
into
what
their
goal
is
instead
of
what
are
you
trying
and
let's
troubleshoot,
that
that
we
can
kind
of
zoom
out
and
find
maybe
a
solution
or
feature
that
they
were
not
aware
of?
That
could
better
meet
their
names,
but
I'm
wondering
if
you
have
any
suggestions
on
how
to
do
that.
Initial,
like
what
exactly
are
you
trying
to
do
here?
Question.
A
I
I'd
want
to
put
on
my
curiosity
hat
right
and
say
that's
really
interesting,
that
you're
trying
to
do
that.
I'm
not
sure
if
we
can
do
exactly
what
you're
trying
to
do,
but
if
you'll
explain
to
me
more
about
what
you're
trying
to
achieve,
I
might
be
able
to
suggest
a
different
way
to
get
it
done.
A
A
I
mean
that's
the
that's
the
question,
but
if
you
just
ask
that
of
anybody,
especially
in
email
they're
likely
to
hear
why
are
you
doing
that,
so
you
got
to
know
the
person
right
you're,
making
me
think
about
how
else
I
might
try
to
express
that
I'm
thinking
might
want
to
do
that
outside
of
class.
So
I
don't
take
up
all
of
our
time,
but
it's
a
good
question
so
bring
it
up
again
in
the
slack
channel,
maybe
and
see
what
what
people
have
to
say
and
I'll
contribute
there
too.
C
I
guess
to
answer
my
own
question:
real
quick
I'd
say
from
experience.
I've
found
when
I
phrase
it
in
like.
Why
do
you
want
to
do
that
or
what
are
you
trying
to
do
here
or
something
that
would
cause
the
customer
to
question
if
they're
making
a
mistake,
maybe
we're
placing
blame
on
what
they're
doing
it's
not
very
well
received?
But
if
you
do
play
that
curiosity
card
like
oh,
so
I'm
I'm
not
quite
sure
we
can
solve
it
exactly
as
we
have
it
there,
but
I'm
confident
we
can
find
something
that
works
for
you.
C
A
C
A
I
I
suspect
your
experience
is
shared
and
I
think
I
think
you
can
also
be
fairly
simple
about
it
and
just
say
tell
me
more
about
that.
There
are
different
things.
I'm
thinking
about.
I
want
to
be
sure
I
propose
the
best
solution
for
you.
So
just
tell
me
more,
that's
the
really
blank
curiosity
card
there.