[26424] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (McRitchie, Karen)
Thu May 26 09:52:23 2011
Content-Language: en-US
Content-Type: text/plain; charset="us-ascii"
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Message-ID: <853FBFA20394BC4994481EF0D505AD5D064D7803@MB3.grinnell.edu>
Date: Thu, 26 May 2011 13:51:54 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "McRitchie, Karen" <MCRITCHI@Grinnell.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
We do a couple of things here...first, our training program has a mentoring component, so the new employee works with a mentor for 8 weeks with evaluations and set tasks to accomplish during this time. Second, one of our workshops is on problem solving, where we do some hands on exercises to help teach the right questions to ask, both on the phone and when actually at a computer. One of our workshops is also a "booby trap lab" where we break 10 computers and in pairs, the new people try to fix them. There is a network problem, application problem, etc.
I think Jim is right that better troubleshooting is based on experience, however, the more experiential stuff you can do in training, I think is helpful for giving them a good foundation.
Karen
Karen McRitchie
Grinnell College- Information Technology Services
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin Nettifee
Sent: Thursday, May 26, 2011 8:26 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Teaching how to troubleshoot . . .
Hi all,
We're starting our planning for training our new staff in August (here before you know it!)
One of the things that we see as an area of improvement in our training is the idea of teaching how to troubleshoot. It's something that's implicit in all of the training that we do, but we're interested in making much more explicit. We want people to be comfortable not just with "Here's how you fix ____", but also with "The customer says they have no idea what's going on, how do I figure it out?" We have students who work in multiple areas (public schools, help desk, printing, multimedia, communications, training) but we feel like all of them can benefit from this kind of generalized, higher-level training.
Has anyone ever taught a "Troubleshooting 101" class like this before? If so, would you be willing to share your thought process on it, and maybe some course materials? Right now, we're thinking that the best way to structure this would be some introductory lesson / lecture type, and then a LOT of active roleplaying . . . but we want to make it as interactive as possible.
Thanks in advance!
Erin
-----------------------
Erin Nettifee
Coordinator of Academic Support / Link Liaison Duke University Office of Information Technology erin.nettifee@duke.edu
(919) 668-4829 (desk)
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
