Understanding complex ambiguous problems using Soft Systems Methodology and empathetic discourse in the classrooom

Abstract

The aim of this paper is to explore the use of empathetic discourse as a complimentary approach to SSM when combined together, as a teaching tool, to allow students to develop better understanding of a problematic situation in organisations. This paper will develop understanding of the connection between empathetic discourse, Soft Systems Methodology (SSM) and complex problem solving within an operations management teaching context. The purpose is twofold. Understanding the connections and then sharing the pedagogical approach to implement these findings in the classroom.