Collaborative Problem Solving Frameworks for Shared Services Teams
Designed for Senior Shared Services Specialists collaborating across HR, IT, and Finance departments to resolve recurring cross-functional operational bottlenecks to spark real collaboration and high-energy learning.
A 90-minute hybrid workshop in a large enterprise. Teams face frustration over siloed communication, conflicting priorities, and lack of actionable frameworks to resolve shared service breakdowns (e.g., onboarding delays, IT ticket backlog). Audience is technically savvy but wary of 'soft skill' approaches, seeking practical, immediately applicable tools.
Mystery Framework Challenge
Start by displaying screenshots of three famous collaborative frameworks with logos and partial diagrams, but no names. Ask teams to guess their purpose and origin. Reveal surprising, lesser-known stories behind their creation (e.g., the origin of Six Thinking Hats at a pharmaceutical company).
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Why this works
Curiosity primes the brain for learning, lowering resistance to new models by making the unfamiliar intriguing rather than intimidating.
Framework Fears Unpacked
Poll the group: ‘What’s your biggest concern about using structured frameworks in meetings?’ Show common misconceptions (e.g., ‘It kills creativity’, ‘Too slow for urgent tasks’). Invite volunteers to share stories where a framework actually accelerated the process.
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Why this works
Revealing and addressing misconceptions reduces psychological barriers and normalizes skepticism, supporting adoption.
Silent Six Hats Round
Each participant gets a colored card or emoji representing one ‘Hat’ (Six Thinking Hats framework). In a silent virtual chat or physical sticky note round, everyone posts one short thought from their Hat’s perspective on a sample shared services dilemma (e.g., delayed onboarding). This lowers status anxiety and encourages all voices.
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Why this works
Low-pressure, anonymous input helps quieter team members participate, making collaboration more inclusive and balanced.
Fishbone Relay Race
Divide into small teams. Each group runs a rapid-fire relay, adding one cause to a Fishbone Diagram for a real bottleneck (e.g., ‘Finance approval delays’). Make it a timed competition with energetic music; teams present their diagrams in under two minutes.
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Why this works
Physical movement and competition boost engagement, while rapid iteration helps participants break out of overthinking and get creative.
Real-Time Dilemma Vote
Present a tough, unresolved real-world dilemma from the participants’ shared services context (e.g., ‘IT prioritizes cybersecurity while HR pushes for faster onboarding’). Invite the group to vote: ‘Which perspective should lead?’ Then use the 5 Whys framework to interrogate the dilemma in real time, showing how structured questioning shifts power from positions to solutions.
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Why this works
Connecting frameworks to genuine dilemmas makes their utility real and anchors learning in contextually relevant stakes.
Personal Framework Commitment
End with a reflective prompt: ‘Think of one recurring bottleneck in your own shared services work. Which framework will you try this month — and with whom?’ Have participants jot their commitment, then share in pairs or post in a digital wall for accountability.
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Why this works
Personal reflection and peer sharing drive deeper retention and real-world transfer by connecting learning to specific, actionable next steps.
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