Cognitive Psychology

COGNITIVE PSYCHOLOGY

Sternberg (2009) Quantifies problem solving as a number of interchangeable steps that identify a problem, define the problem, formulate a strategic approach to the problem, the organization of the information regarding the problem, proper allocation of resources, monitoring, and evaluation. The problem solving could be challenged at any one of these procedural steps. The lack of proper identification, assessing the problem inaccurately, improper information or improper interpretation of the information, poor use of available resources, ineffective monitoring, and failure to structure solutions to the current problem, and lack of foresight as to the possible new problems that could surface could hinder or even prevent problem solving (Sternberg, 2009).

I recently had a situation where I requested a pickup from United Parcel Service (UPS) to pick up a box that had to be delivered the next day. The driver came without the proper shipping labels that had been requested at the time of placing the call for the pickup. The customer service clerk assured me that the driver would have the necessary mailing label. Of course, when he came, he did not have the necessary label, He was insolent, and uncooperative as I tried to get him to see that I needed that label .The driver instructed me to just write my name and address and the name and address of the recipient. I could see that he had no intention of trying to honor the statement of the customer service clerk, but I know that I know that I needed that box delivered the next day.

I did as the driver asked, took his name and truck number. After attaching the slip of paper to the box, I gave the driver the box, closed the door, and immediately called UPS to report the driver and his lack of professional courtesy. I told of the lack of required supplies on the UPS trucks on the insolence of his demeanor, and the unwillingness to try to serve the customer up to the UPS standard. The supervisor called...