Duration: 3 days – 21 hrs
Overview
This course equips participants with the skills to identify, analyze, and resolve problems effectively in a technical and project-based environment. The training focuses on structured problem-solving frameworks, troubleshooting techniques, and practical tools to address challenges in support and maintenance operations.
Objectives
- Understand and apply structured problem-solving and troubleshooting frameworks.
- Identify, analyze, and resolve root causes of technical and operational issues.
- Utilize data-driven techniques for effective troubleshooting.
- Develop preventive strategies to minimize recurring problems.
- Collaborate effectively within teams to solve complex technical and project-related
Audience
- Team Leaders and Managers: Individuals responsible for making strategic or operational decisions and guiding teams.
- Supervisors: Professionals overseeing daily operations who need to make quick and effective decisions.
- Project Managers: Those managing projects requiring critical thinking for planning, risk assessment, and problem-solving.
- Customer Support and Service Teams: Employees handling customer issues and making decisions under pressure.
- IT and Technical Staff: Professionals analyzing data or systems to troubleshoot and resolve technical challenges.
- Business Analysts and Process Specialists: Individuals tasked with optimizing processes and making data-driven decisions.
- Mid-Level Professionals and Emerging Leaders: Employees transitioning to roles requiring higher responsibility and independent decision-making.
- Anyone Seeking to Enhance Their Decision-Making Skills: Individuals across industries aiming to improve their critical thinking and problem-solving abilities in professional or personal contexts.
Pre- requisites
- Basic understanding of job-related systems or processes.
- Strong communication and collaboration skills.
- Open mindset and willingness to learn.
Course Content
Day 1: Foundations of Decision-Making and Critical Thinking
Introduction to the Course
- Objectives and expected outcomes
- Importance of decision-making and critical thinking in support and maintenance roles
- Overview of course structure
Understanding Critical Thinking
- Definition and principles of critical thinking
- Traits of effective critical thinkers
- Barriers to critical thinking
Decision-Making Basics
- Types of decisions in support and maintenance
- Overview of the decision-making process
- Recognizing intuitive vs. analytical decisions
Activity 1: Self-Assessment on Thinking Styles
- Evaluate current thinking and decision-making tendencies
Problem Identification and Analysis
- Tools for identifying root causes (e.g., Fishbone Diagram, 5 Whys)
- Differentiating symptoms vs. problems
Data-Driven Decision Making
- Importance of data in decision-making
- Tools for data analysis and interpretation
Activity 2: Group Exercise on Root Cause Analysis
- Use frameworks to identify problems in a provided scenario
Ethical Decision-Making
- The role of ethics in decision-making
- Balancing stakeholder needs and organizational values
- Q&A and Review of Day 1
- Recap key lessons and clarify doubts
Day 2: Advanced Techniques in Decision-Making and Critical Thinking
Advanced Critical Thinking Techniques
- Logical reasoning and argumentation
- Recognizing biases and avoiding common thinking traps
- Techniques for challenging assumptions
Risk Assessment in Decision-Making
- Assessing and managing risks in maintenance operations
- Tools for risk evaluation (SWOT Analysis, Decision Trees)
Collaborative Decision-Making
- Strategies for group decision-making in team environments
- Managing conflicts and achieving consensus
Scenario-Based Decision-Making
- Working through complex scenarios in support and maintenance
- Prioritization of tasks and resource allocation
Activity 3: Real-Time Case Study Simulation
- Participants work in teams to analyze and resolve a simulated support issue
Building Resilience in Decision-Making
- Staying calm under pressure
- Strategies for managing uncertainty and stress in decision-making
Q&A and Review of Day 2
Day 3: Application and Integration of Skills
Decision-Making Frameworks in Practice
- Applying structured frameworks (e.g., OODA Loop, Kepner-Tregoe)
- Selecting the right framework for the problem
Activity 4: Group Challenge – Applying Frameworks
- Teams apply different frameworks to solve a complex problem
Creative Problem-Solving Techniques
- Brainstorming, lateral thinking, and mind mapping
- Overcoming analysis paralysis
Communicating Decisions Effectively
- Presenting solutions with clarity
- Influencing stakeholders and gaining buy-in
Activity 5: Role-Playing Exercise
- Simulating decision communication with diverse stakeholders
Developing a Personal Action Plan
- Identifying areas for improvement
- Setting SMART goals for applying critical thinking and decision-making skills
Course Wrap-Up and Feedback
- Key takeaways and reflections
- Participant feedback
- Closing and Remarks
