Probing Questions Laboratory

PROBING QUESTIONS LABORATORYASKING THE CORRECT QUESTIONS FOR THE CORRECT ANSWERS

Carlos Ortuño Bravo 14/04/2015 Version 1.0

PRESENTATION SUMMARY▪ Difference between clarifying and probing questions

▪ Critical Thinking

▪ Elements of Critical Thinking

▪ clarifying and probing question examples

▪ Asking the right questions to identify equipment▪ HALO▪ HDX▪ MAVERICK▪ RPGs ( Real Presence group Series)

▪ Asking the right questions for equipment issues


DIFFERENCE BETWEEN CLARIFYING AND PROBING

CLARIFYING QUESTIONS

▪ Simple questions of fact

▪ Search for an specific answer

Example:

▪ How much time does the project take?

▪ What resources did the students have available for this project?

PROBING QUESTIONS

▪ Investigation

▪ Are intended to think more deeply about the issue at hand

Example:

▪ What do the students think is quality work?

▪ What would the students involved say about this issue?


Applying Critical Thinking

CRITICAL THINKING

ELEMENTS OF CRITICAL THINKING

PORPUSE

▪ Is this question clear?

▪ Are other ways to express this question?

▪ Are there any sub questions that should be asked and answered to properly address this question?

PREDISPOSITIONS

▪ What I am assuming?

▪ Is my assumption leading me to this conclusion?

▪ Are the assumptions underlying this information?

FRAMING CONCEPTS

▪ Is the concept I am using applicable?

▪ Do I understand this concept well enough to apply it properly?


CLARIFYING AND PROBING QUESTIONS

CLARIFYING QUESTIONS

▪ We have 4 rooms in Texas, may I have the name of your studio?

▪ Which screen is the one having issues the right one or the left one?

▪ Which Desktop Video application are you using?

▪ Which color you have on the screen, blue or white?

PROBING QUESTIONS

▪ How many screens do you have in the room?

▪ Do you have an upper display?

▪ Do you have Mouse or Remote Control?

▪ What exactly do you mean by nothing is working?

▪ Are you trying to dial in to Video Conference or telephone number?


The correct questions for the correct answers

ASKING THE RIGHT QUESTIONS TO IDENTIFY EQUIPMENT

HALO STUDIO▪ How many screens do you have?


▪ Do you have a Mouse or Touch Panel?


HDX MEDIA CENTER▪ How many screens do you have?


▪ Do you have a Remote Control or Touch Panel?


MAVERICK STUDIO▪ How many screens do you have?


▪ Do you have a Mouse or Touch Panel?


REAL PRESENCE GROUP SERIES▪ How many screens do you have?


▪ Do you have a Remote Control or Touch Panel?

▪ Which color the equipment is?


ASKING THE RIGHT QUESTIONS FOR EQUIPMENT ISSUES

I AM ON THE HALO STUDIO AND NOTHING IS WORKING▪ What exactly do you mean by nothing is working, are you trying to connect into a

meeting?

▪ How many screens do you have ?


▪ Do you have a Mouse?

▪ Do you have Touch Panel or Remote Control?

▪ Dou you see a self picture of the room? (Maverick/HDX)

▪ Are you hosting the meeting?

▪ Which color is the screen that is not working, blue or black?


I AM TRYING TO DIAL IN AND NOTHING IS WORKING▪ Are you dialing a phone number or are you trying to connect into a meeting?





▪ Which color is the screen that is not working, blue or black


I AM TRYING TO SHARE AND NOTHING IS WORKING▪ Are you trying to share content from your laptop?

▪ What exactly are you doing in order to share your laptop?

▪ Can you verify the HDMI/VGA cable is properly connected?

▪ What exactly are you seeing on the upper/right screen right now?

▪ Can you verify your screen resolution?


I AM ON A HALO MEETING AND NOTHING IS WORKING▪ What exactly do you mean by nothing is working, are you able to connect?


▪ Did you try to disconnect and reconnect?







I AM TRYING TO CONNECT BUT NOTHING IS WORKING (VC3)▪ What exactly are you doing in order to connect to the meeting?

▪ Are you trying to connect by accessing the Calendar or by dialing the Conference ID number?


▪ The room where you are right now was originally invited to the meeting?

▪ For what time and how long was this meeting booked?

▪ What time do you see on the touch panel?


I AM ON THE HALO STUDIO AND NOTHING IS WORKING (EXTERNAL CONNECTION)▪ What exactly do you mean by nothing is working, are you trying to connect into a meeting?







▪ That room that you are taking about is an external room outside your company network?

▪ Are you using any Video Bridge to connect to the external room?

▪ Have you verify with your partner that actually the H323 protocol is activated on the external room?


Lets practice different scenarios

GROUP ACTIVITIESPROBING QUESTIONS

ACTIVITY RULES▪ We will not ask for the company name

▪ We will not ask for studio Type

▪ We will not ask for studio name

▪ We will use probing questions to identify:▪ Type of equipment▪ Issues details

▪ Meeting participants▪ Video bridges used (if applicable)

▪ Possible trouble shooting/how to


I AM ON THE HALO STUDIO AND NOTHING IS WORKING▪ HALO

▪ I am trying to host a meeting

▪ 4 participants

▪ I am the host

▪ I don’t know what to do

▪ Middle screen is blue

▪ What exactly do you mean by nothing is working, are you trying to connect into a meeting?








I AM TRYING TO DIAL IN AND NOTHING IS WORKING

▪ Maverick

▪ Actually I am trying to dial in to a meeting?

▪ I am hosting the meeting

▪ 4 rooms

▪ I am connected in to the wrong VMR

▪ I do not know how to connect the meeting (PTC)

▪ I have the middle screen blue

▪ Are you dialing a phone number or are you trying to connect into a meeting?





▪ Are you hosting the meeting

▪ Dou you see a self picture of the room?

▪ Which color is the screen that is not working, blue or black


I AM TRYING TO SHARE AND NOTHING IS WORKING

▪ VC3

▪ I am connecting the HDMI cable

▪ I am clicking on the share option on the PTC

▪ The right display Is black

▪ Are you trying to share content from your laptop?

▪ What exactly are you doing in order to share your laptop?

▪ Can you verify the HDMI/VGA cable is properly connected?

▪ What exactly are you seeing on the upper/right screen right now?

▪ Can you verify your screen resolution?


I AM TRYING TO CONNECT BUT NOTHING IS WORKING▪ VC3

▪ The join button is not working

▪ I am the host

▪ I do have access to my computer

▪ The actual room is not listed in the participants, the actual room is under construction, I am using the room next door.

▪ I am in time

▪ What exactly are you doing in order to connect to the meeting?

▪ Are you trying to connect by accessing the Calendar or by dialing the Conference ID number?


▪ The room were you are right now was originally invited to the meeting?

▪ For what time and how long was this meeting booked?

▪ What time do you see on the touch panel?


I AM ON THE HALO STUDIO AND NOTHING IS WORKING

▪ HDX

▪ I have audio but not video from the external room

▪ I am the host

▪ 3 halo rooms

▪ 1 external

▪ I am using video bridge NAM1

▪ I have not verify for the H323 protocol

▪ What exactly do you mean by nothing is working, are you trying to connect into a meeting?



▪ That room that you are taking about is an external room outside your company network?

▪ Are you using any Video Bridge to connect to the eternal room?

▪ Have you verify with your partner that actually the H323 protocol is activated o the external room?


THE ENDQUESTIONS?


Probing Questions Laboratory

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