What is the second step in the six-step process?

• A. Define the Problem
• B. Determine the Root Cause(s) of the Problem
• C. Develop Alternative Solutions
• D. Select a Solution

Answer: (B)

The main idea here is that you identify what is actually causing the problem before trying to fix it. After you clearly define the issue, the next step is to uncover the root causes. This root-cause analysis ensures that any solutions address the underlying problems rather than just treating surface symptoms, which helps prevent the issue from returning.

In a typical six-step problem-solving sequence, you start by defining the problem, then move to determining the root causes. Only after you know why the problem exists do you develop alternative solutions, select the best one, implement it, and later evaluate the results. For example, if a client is missing savings targets, finding whether the root cause is overspending, insufficient income, or unrealistic goals directs you to the right corrective actions, rather than just telling them to save more.