• Define the problem, articulate what it is i.e. write it down, gain consensus from others • Analyse the problem – who knows about it? who’s affected? who can help? • Develop solutions, be sure not to judge them, get peer review • Evaluate the solutions, their pros & cons, don’t make a judgement that prejudices the outcome • Select solution to action (make a decision) • Implement • Evaluate and learn from the decision taken