Lesson 4: Thinking Skills for Troubleshooting Exam

It is essential to pay attention to warning signs of stress overload. Poor attitude is one of the behaviors that may indicate that you are overstressed. What are the symptoms of poor attitude behavior?

A significant change in attitude with a noticeable movement toward negative, hostile, cynical, or paranoid thoughts A tendency to take more breaks to stretch or walk around outside. An inclination to spend a considerable more amount of time engaged in work. An increase in communication with peers and manager more frequently. A significant change in attitude with a noticeable movement toward negative, hostile, cynical, or paranoid thoughts

What kind of reasoning is described as applying a general statement that you know to be true to a new situation?

Deductive Inductive. Deductive. Intuition. Critical thinking.

Which of the following is a method for controlling expectations?

Identify the source of emotional overloads. Avoid people who might trigger an emotional stress response. Refer any problems to your boss to resolve. Identify the source of emotional overload. Focus on the big picture rather than smaller tasks.

You are at a customer's home and you are asking the customer whether the problem is intermittent or constant. Which step are you using from the six-step troubleshooting process?

Identifying the problem. Identifying the problem. Diagnosing the symptoms. Isolating the elements. Verifying the solution.

By taking control of the expectations you have, you are

More likely to improve your motivation and be a better problem solver. Increasing your motivation by setting your expectations below those of management. Decreasing your motivation by aligning your expectations with those of management. More likely to improve your motivation and be a better problem solver. Less likely to improve your motivation and be a better problem solver. Thinking Skills for Troubleshooting (290-10-2) > Preparing Your Mental Processes > Controlling Expectations to Stay Motivated Correct.

Which of the following best describes stereotyped thinking?

Presuming that all members of a group have certain characteristics. Presuming that all members of a group have certain characteristics. Thinking the same way your supervisor thinks. Jumping to conclusions about a customer based on how they look or act. Having a preference for one particular point of view.

To break the habit of a negative self-talk cycle

Tell yourself "not now" and move onto a positive thought whenever negative thoughts occur. Have a good cry over your inabilities to complete tasks, and then get back to work. Tell yourself "not now" and move onto a positive thought whenever negative thoughts occur. Group tasks into a project and congratulate yourself when you have completed the whole project. Transfer your negative thoughts about yourself onto your supervisor and coworkers.

The attribute of being "active" as a critical thinker means

You observe and take notes relevant to the issue. You act on intuition rather than experiences and training. You accept things on faith without analysis. You observe and take notes relevant to the issue. You rely on memory and secondary information.

Why should you take the time to take notes and accurately record data at each job location?

Notes and recorded data are tools that can help you accurately remember events at a site that can help you determine a plan of action or evaluate the decisions you made. Notes and recorded data are tools that can help you accurately remember events at a site that can help you determine a plan of action or evaluate the decisions you made. Notes and recorded data help justify to your supervisor why you are unable to take a lunch break. Notes and recorded data contain information that can be shown to franchising authoritories to show quality customer service. Notes and recorded data provide proof that you were at the job site.

You are at a customer's home and you believe you have solved the problem. When you check to be sure the resolution did not introduce any new problems, which step are you using from the six-step troubleshooting process?

Verifying the solution. Resolving the problem. Diagnosing the symptoms. Verifying the solution. Isolating the elements.