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Coaching great practices of describing a problem

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presentation
posted on 26.02.2021, 00:03 by Jose Higino
ABSTRACT / INTRODUCTION

From asking a question to someone, to opening a request case at a support channel, we often witness the arduous path of how to better describe our problem or how to ask for the right information in case you helping solve one, in order to avoid that inefficient “ping-pong” communication.


Working through support services, resolving problems which require a complex troubleshooting skills and technical knowledge are areas where usually reducing the scope of the investigation is the best course of action. Although, finding the right questions to ask or providing the right information is often seen as a difficult task to master, especially when we know nothing about it.


Using a methodology based on “Kepner-Tregoe Problem Solving and Decision Making (PSDM)” we can train the mind to ask questions that narrow the scope of the problem, eventually improving the way we describe it, which leads to a potential reduction of time to find a solution for it.


I will be presenting a short version of an adaptation of the methodology for real practical use cases that help both requester and helper to better describe a problem.


References:

● The New Rational Manager, by Charles H. Kepner and Benjamin B. Tregoe


ABOUT THE AUTHOR

José moved from Portugal to New Zealand in 2014 to work with NIWA's Supercomputer, Fitzroy, as a High Performance Computing (HPC) Systems Engineer in Wellington. His has a background in electrotechnics and computer engineering and worked for 7 years at IBM Portugal as a software and services IT Specialist. Passionate about troubleshooting, logic, distributed and parallel systems, he followed the roots of HPC and distributed storage. Currently, he is part of the NeSI's Platforms Team supporting the Maui (Cray XC50) and Mahuika (Cray CS500/400) supercomputers.


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