Probing Questions Laboratory

PROBING QUESTIONS LABORATORY
ASKING 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
▪ Do you have a Remote Control or
Touch Panel?

MAVERICK STUDIO
▪ Do you have a Mouse or Touch Panel?

REAL PRESENCE GROUP SERIES
▪ 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?
▪ Which color is the screen that is not working, blue or black?

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?

WORKING (EXTERNAL CONNECTION)
▪ 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)
▪ 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 ACTIVITIES
PROBING
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

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?
▪ Do you have Touch Panel or Remote
Control?
▪ Which color is the screen that is not
working, blue or black?

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?
▪ 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

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?

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)
▪ 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 END
QUESTIONS?

Probing Questions Laboratory

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