Well it's good (sort of) to see this is an issue a few of us have. Whilst the guys have come up with some good suggestions there, I notice you said "contractors". Maybe it's just me after a long day, but I'd be back to the agency and get some new contractors.
On 6 June 2012 13:24, Nick Laflamme <[email protected]> wrote: > Slightly OT, but I expect this might resonate with some of us. > > How do you teach someone to solve problems? How do you teach them to look > past the first symptom (or the user's problem description) to gather all > the symptoms and determine if a common cause might cause many of the > symptoms? > > We've got some contractors are are TSM-certified but lack this skill of > looking past the first symptom. I really need to tune up their problem > solving skills so they handle more incidents themselves without punting to > us all the time. > > Help? > > Nick
