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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
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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 an upper display?
▪ Do you have a Mouse or Touch Panel?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
HDX MEDIA CENTER▪ How many screens do you have?
▪ Do you have an upper display?
▪ Do you have a Remote Control or Touch Panel?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
MAVERICK STUDIO▪ How many screens do you have?
▪ Do you have an upper display?
▪ Do you have a Mouse or Touch Panel?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
REAL PRESENCE GROUP SERIES▪ How many screens do you have?
▪ Do you have an upper display?
▪ Do you have a Remote Control or Touch Panel?
▪ Which color the equipment is?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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 an upper display?
▪ 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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ How many screens do you have ?
▪ Do you have an upper display?
▪ Do you have a Mouse?
▪ Do you have Touch Panel or Remote Control?
▪ Which color is the screen that is not working, blue or black
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
I AM ON A HALO MEETING AND NOTHING IS WORKING▪ What exactly do you mean by nothing is working, are you able to connect?
▪ Are you hosting the meeting?
▪ Did you try to disconnect and reconnect?
▪ How many screens do you have ?
▪ Do you have an upper display?
▪ Do you have a Mouse?
▪ Do you have Touch Panel or Remote Control?
▪ Which color is the screen that is not working, blue or black?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ Are you hosting the meeting?
▪ 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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ How many screens do you have ?
▪ Do you have an upper display?
▪ 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?
▪ 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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ Are you hosting the meeting?
▪ How many screens do you have ?
▪ Do you have an upper display?
▪ Do you have a Mouse?
▪ Do you have Touch Panel or Remote Control?
▪ Which color is the screen that is not working, blue or black?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ How many screens do you have ?
▪ Do you have an upper display?
▪ Do you have a Mouse?
▪ Do you have Touch Panel or Remote Control?
▪ 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
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ Are you hosting the meeting?
▪ 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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
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?
▪ Dou you see a self picture of the room? (Maverick/HDX)
▪ Are you hosting the 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?
Carlos Ortuño Bravo 14/04/2015 Version 1.0
THE ENDQUESTIONS?
Carlos Ortuño Bravo 14/04/2015 Version 1.0