Critical Thinking And Troubleshooting | IT Training & Certification | Info Trek
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Critical Thinking And Troubleshooting


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Critical Thinking And Troubleshooting


This 2-days Critical Thinking and Troubleshooting programme is designed to executives who need to know the concept and framework of Troubleshooting; and, how the critical thinking ability to realise a solution and contribute to the success. The key benefit of this programme is to allow the participant to explore the critical thinking and troubleshooting concept, methodology, tools and techniques to initiate, plan, execute and review the problem solution. This programme to cover both the principle and approach based on the Standard of Business Analysis and Project Management.

The learning outcomes and the benefits of this course, including:
• Understand the troubleshooting concept and framework,
• Understand the need for Troubleshooting,
• Discover the stakeholder and their expectation,
• Discover the power of critical thinking using Active Listening and Powerful Questions,
• Develop a troubleshooting plan,
• Explore the troubleshooting tools and techniques,
• Trace and Monitor the troubleshooting execution, and
• Review the solution effectiveness.

21st Century Active Learning Approach (Physical or Online Classroom)

All programmes are customisable and designed using the 21st Century Learning Skills (Critical Thinking, Creative Thinking, Communication and Collaboration) in the Active Learning approach and facilitated using storytelling and coaching (ICF Core Competencies) method. All participants will define, explore, discuss, experience (activity-based), reflect and decide on what valued and meaningful to them.

This online classroom is made possible using the Zoom ( and Mentimeter ( platform. Zoom’s main features including live video, audio and screen

sharing allowing the regular classroom interaction between the trainer and all participants. The learning will be fun and active by combine both Zoom additional features and Mentimeter’s functions in the online classroom activities. The activities including Word-Cloud, non-verbal chat (individual or group), breakout room to split the participants into a smaller discussion group, virtual whiteboard, votes and polls, questions and answers, pop-up survey quizzes and the interactive status. We will adapt health and safety best practices throughout the online classroom to ensure the comfort of all the participants.

After 21 days upon completion of training, all participants will join in a group coaching session with terms and conditions applied. The key benefit is allowing the participant to reexplore their learning in the real environment, reflect and improve their development plan in the structured coaching approach.


This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.

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Module 1: Ice-Breaking & Introduction of the 21st Century Active Learning
Module 2: Introducing Troubleshooting

• What is a Problem?

• What is the Troubleshooting key component?
• External and Internal factors in Troubleshooting

Module 3: Assessing the Need of Troubleshooting

• Defining the Need

• Determine the Current and Future State

Module 4: Identify Stakeholder

• Who are the Stakeholders?

• Develop a Plan to Engage and Communicate

Module 5: Critical Thinking

• Concept of Critical Thinking and Elicitation

• Guide of Critical Thinking

• Levels of Listening

• Powerful Questions

• Create User Stories or Collect Requirement

Module 6: Reflect on Day 1 Discovery
Module 7: Develop Troubleshooting Plan

• Develop the Situation Statement

• Elaborate User Stories and Requirement

• Define Acceptable Criteria

• Prioritisation and Decision Making

• Identify the Risks

• Predictive and Agility Planning

Module 8: Discover Troubleshooting Tools and Techniques

• Traditional Approach

• Agility Approach

Module 9: Trace and Monitor the Troubleshooting Execution

• Determine and Create Trace and Monitor Plan

• Traceability Tools and Techniques

• Managing Change on the Plan

Module 10: Review the Solution Effectiveness

• Solution Performance Assessment

• Evaluate Acceptance Results

• Addressing Issues

Module 11: Coaching and Reflect
To Be Confirm

To Be Confirm

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