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Often, the most difficult aspect of problem solving is understanding and defining the real problem, also referred to as the underlying or root problem. The first four steps used by experienced problem solvers to understand and define the real problem are: collect and analyze information and data, talk with people familiar with the problem, view the problem first hand, and to confirm all findings.  

First, to collect and analyze information and data is to learn as much as you can about the problem. Write down or list everything you can think of to describe the problem. The information should be properly organized, analyzed and presented. It will then serve as the basis for subsequent decision-making. Second, to talk with people familiar with the problem is to find out who knows about the problem. Ask penetrating questions by looking past the obvious, challenging the basic premise, and asking for clarification when you do not understand something. Third, to view the problem first hand. While it is important to talk to people as a way to understand the problem, you should not rely solely on their interpretations of the situation and problem. Fourth, confirm all key findings is to verify that the information that you collected is correct. Cross check and cross-reference data, facts, and figures. Search for biases or misrepresentation of facts. Confirm all important pieces of information and spot check others. Distinguish between fact and opinion. Challenge assumptions and assertions.

The problem definition technique is used to help understand the problem so that we may define the real problem as opposed to the perceived problem. Those techniques are: finding out where the problem came from, exploring the problem, present state and desired state and Duncker diagram.  

To find out where the problem came from, it is very important that you make sure that the problem you were given reflects the true situation. This technique focuses on finding out who initiated the problem and ascertaining the validity of the reasoning used to arrive at the problem statement. Try to detect any errors in logic as you trace the problem back to its origins. Distinguish opinion from fact and conclusions from the evidence. Once presented with a problem, we want to explore all aspects of the problem and its surroundings. Then, the present state and desired state technique help us verbalize where we are and where we want to go so that an appropriate path can be found and we can indeed get there from here. The present state and desired state technique also help us learn whether the solution goals, or desired state, are consistent with our needs, or present state.  

The Duncker diagram helps obtain solutions that satisfy the criteria set up by the present state and desired state statements. The unique feature of the Duncker diagram is that it points out ways to solve the problem by making it OK not to reach the desired solution. Duncker diagram solutions can be classified as General solutions, Functional solutions, and Specific solutions. After using the previous four steps, we need to follow the next four steps, which experienced problem solvers recommend. The next four steps of problem-solving are determined if the problem should be solved, continue to gather information and research the literature, form simple hypotheses and quickly test them, and finally to brainstorm potential causes and solution alternatives.

Finally, most problem solvers predict that most persons cannot apply all the techniques and categories. However, they presented the most useful techniques, and one can choose the most appropriate key points that are considered suitable for each case. The key factor here is how to pick the techniques, which works better for the situation.