The terms denial and recognition have become increasingly important in problem solving. For example, a person or group are said to be in denial when they refuse to recognize a problem exists. This state of mind is often associated with people who are told that they have a serious medical condition. In many cases, they refuse to accept what is happening to them. They go into a state of denial, only to be confronted by the reality in due course. The same is true with regard to many problems at work. An initial reaction can be to deny them and trust they will go away of their own accord. The other approach is to recognize a problem as soon as possible and act to resolve it.

Denial is a state of mind where people prefer not to face the reality, and they ignore the evidence. In effect, it is a non-problem solving response, although it may reflect itself in other behaviours. As an example, by over-compensating in other areas such as drinking and spending to excess, or other forms of avoidance of the main issue. Recognition involves establishing a rational approach to what can be a major emotional concern.

It will involve the five major skills to:

• Enquire about the issues to gain understanding

• Diagnose the problem and to explain

• Summarize the facts and feelings

• Propose some options for evaluation

• Coordinate the required action of implementation