Communication and Problem Solving Skills

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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