Communication and Problem Solving Skills
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Questions and Answers

What is Active Listening?

  • A technical communication approach
  • A method of problem solving
  • A communication skill that involves the listener being as involved as the speaker (correct)
  • A skill that involves the speaker being engaged

    • What is an analogy?

    A way in which a current problem is similar to other problems that have been solved.

    What defines a contradiction in problem-solving?

    Situations in which a fact established through investigation rules out a potential solution.

    Define creativity in problem-solving.

    <p>The ability to find a novel or innovative solution to a problem.</p> Signup and view all the answers

    What is a critical question?

    <p>A question designed to elicit important information from a user.</p> Signup and view all the answers

    Describe critical thinking.

    <p>Cognitive skills used to analyze a problem and look for underlying logic.</p> Signup and view all the answers

    What does decision making involve?

    <p>Selecting one alternative from among several based on evaluation criteria.</p> Signup and view all the answers

    What is escalation in problem-solving?

    <p>Referring a difficult problem to higher-level support for resolution.</p> Signup and view all the answers

    What is the purpose of explanation in communication?

    <p>Describing a problem's solution so the user understands the cause and resolution steps.</p> Signup and view all the answers

    What is a goal state in troubleshooting?

    <p>A desired outcome or objective in diagnosing or repairing a system.</p> Signup and view all the answers

    Define hypothesis.

    <p>An initial guess or prediction based on experience.</p> Signup and view all the answers

    What is hypothesis testing?

    <p>Formulating a hypothesis and designing an experiment to prove or disprove it.</p> Signup and view all the answers

    What is described as an iterative process?

    <p>A process involving several paths to problem-solving, repeated until a fruitful path is found.</p> Signup and view all the answers

    What is a knowledge base?

    <p>An organized collection of information that serves as a resource in problem-solving.</p> Signup and view all the answers

    What is ListServ?

    <p>An automated email service distributing messages to subscribed members.</p> Signup and view all the answers

    Define mental model.

    <p>A perceptual picture built to understand how a system works.</p> Signup and view all the answers

    What is metacognition?

    <p>The ability to think about thinking and analyze thought processes.</p> Signup and view all the answers

    What does module replacement involve?

    <p>Replacing a component whose status is unknown with a known operational component.</p> Signup and view all the answers

    Define newsgroup.

    <p>An internet discussion group for people with common interests.</p> Signup and view all the answers

    What is paraphrasing?

    <p>Restating in your own words what you think you heard the speaker say.</p> Signup and view all the answers

    What is a probe in communication?

    <p>A follow-up question designed to elicit additional information.</p> Signup and view all the answers

    What is problem solving?

    <p>A process of moving from the current state of events to a desired future state.</p> Signup and view all the answers

    What is remote access?

    <p>Utility software allowing a support agent to view and control an external user's computer.</p> Signup and view all the answers

    Define replication in problem-solving.

    <p>Trying to repeat a problem in a different situation to reproduce it.</p> Signup and view all the answers

    What is root cause analysis?

    <p>A strategy to look beyond visible symptoms to find the underlying cause of a problem.</p> Signup and view all the answers

    What is RSS (Really Simple Syndication)?

    <p>A web service that aggregates information from various resources for easy desktop access.</p> Signup and view all the answers

    What does troubleshooting involve?

    <p>Defining, diagnosing, and solving computer problems through various skills and strategies.</p> Signup and view all the answers

    What is a variable in a problem-solving situation?

    <p>A factor that can change or be changed to simplify complex problems.</p> Signup and view all the answers

    Define Virtual Private Network (VPN).

    <p>A network using the internet to connect remote users to a corporate network securely.</p> Signup and view all the answers

    Study Notes

    Communication and Problem Solving Skills

    • Active Listening: Engaging with the speaker through paraphrasing to enhance understanding.
    • Critical Question: Queries designed to extract vital information and challenge assumptions.
    • Explanation: Skill in clarifying solutions so users comprehend the cause and resolution steps.

    Reasoning and Analysis Techniques

    • Analogy: Identifying similarities between current issues and previously resolved ones to infer possible solutions.
    • Critical Thinking: Cognitive skills for analyzing problems, evaluating logic, and exploring alternative explanations.
    • Root Cause Analysis: Approach to investigate beyond symptoms to determine the underlying issues of a recurring problem.

    Creative and Innovative Strategies

    • Creativity: Finding unique solutions by viewing problems from fresh perspectives.
    • Hypothesis Testing: The process of making predictions and creating experiments to validate or invalidate those predictions.
    • Iterative Process: Continuous cycling through various problem-solving approaches until an effective solution is identified.

    Techniques for Enhancing Problem Resolution

    • Decision Making: Selecting the best option among various alternatives based on established criteria.
    • Escalation: Passing complex issues to higher-level support for specialized resolution.
    • Module Replacement: Swapping out potentially faulty hardware/software with known functional components for diagnostics.

    Information and Resource Management

    • Knowledge Base: A structured repository of information, solutions, and tips for effective problem solving.
    • ListServ: Automated email service distributing relevant messages to all subscribed members within a specific interest category.
    • RSS (Really Simple Syndication): Web service that compiles and delivers information from various sources directly to users.

    Problem Identification and Troubleshooting Approaches

    • Problem Solving: Transitioning from current issues to desired outcomes while maintaining efficiency and accuracy.
    • Replication: Attempting to reproduce a problem in different environments to analyze its characteristics.
    • Troubleshooting: Comprehensive process aimed at diagnosing and resolving computer-related issues effectively.

    Understanding Systems and User Interaction

    • Mental Model: A conceptual understanding of how a system functions, shaped by knowledge and experience.
    • Remote Access: Software enabling support agents to monitor and control users' computers remotely for assistance.
    • Variable: Elements within a problem-solving context that can vary, simplifying complex challenges by managing these factors.

    Communication Techniques

    • Paraphrasing: Restating others' messages in one’s own words to ensure accurate understanding.
    • Probe: Follow-up questioning technique aimed at gathering more detailed information from users.

    Networking and Connectivity

    • Newsgroup: Online discussion forum where participants exchange messages regarding shared interests.
    • Virtual Private Network (VPN): Securely connecting remote users to corporate networks through the Internet, incorporating authentication and encryption for added security.

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    Description

    Test your knowledge on key communication and problem-solving techniques. This quiz covers active listening, critical questioning, and innovative strategies for effective reasoning. Sharpen your skills in addressing problems creatively and analytically.

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