I teach a conflict management class and the information presented in this module is a great, real-life application of many of the theories in that class.
I thought process outlined in this module (1. Define the problem, 2. List possible causes, 3. Identify the causes, 4. Identify the solution, 5. Take corrective action, and 6. Follow-up) was a great framework.
All too often people jump to figuring out a solution before they have a good understanding of the problem. Upfront, reflective analysis as well as follow-up on the back-end will help to ensure a constructive management of the problem.