Writing Training Materials That Work: How to Train Anyone to Do Anything

Chapter 10. Teaching Troubleshooting

LINK AND ORGANIZE

Recall (from Chapter 1)

• Procedural knowledge is all about problem solving.

• Procedural knowledge is the ability to string together a series of mental and physical actions to solve a problem or, in other words, achieve a goal.

• Procedures vary in complexity along a continuum of how well the problem is defined—at the precise end are well-structured problems; in the middle are moderately structured problems; and at the far end are ill-structured problems.

• Troubleshooting is a special case of moderately structured problem solving.

• Most troubleshooting requires principle and mental model knowledge.

Relate to What You Already Know

• Examples of troubleshooting you already know are:

  • Fixing a desk lamp that won't ...