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HP Education Services Course Overview
Problem Solving & Decision Making (H9P27s)
This is a 2-day course on problem solving and decision making
which are key competencies of the existing work environment. It
aims to provide an in-depth knowledge of the approaches for
solving the daily work and technical problems, and making the
right decision in solving problem. Techniques on problem
identifying, questioning, idea generation and decision matrix will
be taught. The KT skill of analyzing problem will be discussed
with real life case study. The second part of the course focuses
on evaluating and choosing the right solutions – making the
right decision.
Audience

Those interested in learning the essential skill
of problem solving and those who would like to
enhance your skills in solving problem
creatively. The course is particularly designed
for those engineers, IT professionals or
managers who have to deal with problem
resolution & decision making on a daily basis.
Outcome
Course Title:
Problem Solving & Decision Making
HP Product Number:
H9P27s
Category/Subcategory:
Softskills
Course Length:
2 Day
Delivery Language:
Varies by country
To Order:
In HK, please contact HP Education Services on
(852) 3070-6692 or email at [email protected]
or visit http://www.hp.com.hk/education
Participants will understand three different
approaches in solving problem – Process approach
(PDCA), Creative approach (Lateral thinking) and
Analytical approach (KT); and will make use of the
prioritization matrix to help making the decision.
Participants will be equipped with the necessary
skills and templates, and will be guided to make use
of the tools in walking through the cases.
Prerequisites
 Basic troubleshooting skill, communication skill
HP Education services are governed by the HP Education Services Terms and Conditions
Other countries: please visit www.education.hp.com
Why education services from HP?
 One-Stop Shopping
Business Analysis training from industry
recognized experts who bring you PMO Services,
Technical IT Training and ITSM/ITIL Training.
Worldwide leader in numbers of qualified PMP®
certificants
 Global Training Locations
State-of-the-art classroom and distance
learning facilities at over 80 training locations
from Seattle to Singapore that are consistent
world-wide. Or setup and deliver training at your
location.
Localization for all major languages
 Modular Offerings / Blended Learning
Need work-sensitive preparation for the PMP®
exam, or just review a specific topic? End-to-end
delivery choices – traditional ILT, webinars, selfpaced WBT, Books or a solution customized to
meet specific needs – all available globally
 Engaging, Effective Courseware
World-class reference materials – real case
studies, example projects, individual and group
exercises, fun and engaging simulations
 Expertise
Highest quality, most experienced instructors
who have real world hand-on project experience.
Feel safe with HP’s award-winning world class
service
HP Education services are governed by the HP Education Services Terms and Conditions
Detailed Course Outline
DAY 1 –
What is Problem Solving?
 Introduction
- What is problem solving
- Task management and problem solving
- Problem solving as a key competence
 Self-evaluation (GAME)
- Understand your current approaches
Problem Solving Basics
 Basic approaches
- The basic approaches of problem solving
- Simplify, Prioritize, Describe
 Competencies of problem solving
- Creativity, communication, selfmanagement
- Problem solving / Task Management
Creativity Approach in Problem solving (Lateral
Thinking – deBono)
 Creation of new ideas
- Solve problems with new ideas
 Ways to generate new ideas
- Lateral thinking
- Six Thinking Hats
 Group sharing (CASE)
- Generate Ideas creatively
Communication skills in problem solving
 Questioning skills
- Open and closed questions
- Fact finding questions
- Ask “What is” and “What is not”
- Question to the void
 Tips in communication
- Clear communication of problem statement
- Clarify and paraphrase
- Confirm no misunderstanding
Process Approach in Problem Solving (PDCA)
 Process Framework
 Defining SMART goal
 Process and Measurement
Tools for Problem Solving
 Affinity Diagram
 Pareto Diagram
 Cause and Effect Diagram
 Run Chart
Group sharing (CASE)
 Order TAT Problem
DAY 2 –
Technical Approach in Problem Solving (KT)
 Framework of Analytical problem solving
- Framework
- What is and What is not
- Ask Question to the void
 Change and Differences
 Real life application (CASE)
- Debrief
Problem Prevention
 Think beyond
- Contingent planning
- Prevent future problem
Put it all-together
 Summary
- Strengths and Application of each approach
- How to integrates Approach
What is decision making
 Process of decision making
 Tools for decision making
- Tree diagram
- Prioritization matrix
Determine & prioritize Solution
 Needs and Wants
- How to prioritize
- Decision Criteria
Individual and Team Decision
 Making decision in team
- Which is better
- Team decision process
 Conclude & close
- Conclude the interaction
- Next Step
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omissions contained herein.
HP Education services are governed by the HP Education Services Terms and Conditions