Problem identification: how to identify the real issue. Define the settings, context and objective

1. Problem identification: how to identify the real issue. Define the settings, context and objective

2. Learning outcomes At the end of this module you will be able to: • Understand the context and the definition of problem solving • Identify the most common problems in a digital environment • Solve a problem in a digital environment and to be efficient user

3. Unit 1: What is problem solving. Definition, context and most common problems Problem solving general • Problem solving is an individual’s capacity to engage in cognitive processing, to understand and resolve problem situations where a method of solution is not immediately obvious. It includes the willingness to engage with such situations in order to achieve one’s potential as a constructive and reflective citizen. • A problem is usually defined as a situation where a person cannot immediately and routinely achieve his or her goals due to some kind of obstacle or challenge. The ability to solve problems is considered to be one of the most complex and sophisticated aspects of human cognition. in order to solve a problem, individuals must first become aware of a difference between the current state of affairs and the state of affairs that corresponds to the satisfaction of their goals. In other words, they must come to an understanding of the nature of the problem. • Problem solving is at the core of human evolution. It is the methods we use to understand what is happening in our environment, identify things we want to change and then figure out the things that need to be done to create the desired outcome. Problem solving is the source of all new inventions, social and cultural evolution, and the basis for market based economies. It is the basis for continuous improvement, communication and learning. 

4. Unit 1: What is problem solving. Definition, context and most common problems Problemsolvinggeneral • In order to solve a problem in daily life the first step is to define the settings and the context. What is actually problem? What prevents someone from reaching his goal? • An effective method to identify the possible solution is to state the problem in broad terms since the exact problem may not be obvious and clear • Brainstorming is of great importance when someone tries to solve a problem. This process will help him/her which may are the possible causes of the problem and the possible solutions. • In this way the person who is in a difficult situation has the chance to make informed decisions after a comprehensive study of the context. • Benchmarking. Benchmarking is a process through which the better way for the problem solving could be defined by checking and analyzing all the alternatives.  Within this context the people who need to solve a problem have the ability to compare the specific problems and the methods that they are using in order to choose the most appropriate. Benchmarking is a powerful methodology for developing winning strategies and solutions in the problem-solving.

5. Unit 1: What is problem solving. Definition, context and most common problems Problem solving general • Reverse thinking processis the best way to solve a problem and to look at it in a new way, to turning the problem upside-down. • Reverse thinking is the process to analyze problem or question, offer solutions or answers, and generate ideas about how to accomplish them.  • Reverse thinking can force someone who has been focused on a problem for a long time to think about it completely differently - and come up with a broad range of new ideas that might help to solve it. • Reverse thinking is a technique in which you state your problem in reverse. For example, you change a positive statement into a negative one, you try to define what something is not, and so on.

6. Unit 1: What is problem solving. Definition, context and most common problems Problem solving general • Search for alternatives. • It may seem clear what you should do to face the problem. However, sometimes, it is important to identify possible alternatives. This is where the creative side of problem solving really comes in. • Brainstorming with a group can be an excellent tool for identifying potential alternatives. Think of as many possibilities as possible. Write in a sheet of paper these ideas, even if they are not the most relevant in your mind or they are somewhat crazy or unconventional on first impression. Sometimes these ideas could contain the seed of a possible solution. It is a common issue that people move too quickly into making a choice without analyzing and taking into account all of their options. Spending more time searching for alternatives and weighing their consequences and repercussions could actually be can really be effective and useful in order to solve each problem.

7. Unit 1: What is problem solving. Definition, context and most common problems Problem solving in a digital environment • The ability to identify needs and problems, and to resolve conceptual problems and problem situations in digital environments. To use digital tools, to innovate processes and products. To keep up-to-date with the digital evolution. • Problem Solving in Technology-Rich Environments presents tasks of varying difficulty to be performed in simulated software applications using commands and functions commonly found in the technology environments of email, web pages, and spreadsheets • Problem solving in technology-rich environments is a domain of competency that represents the intersection of what are • Problem solving in technology rich environment is a domain of competency the intersection of what are sometimes described as “computer literacy” skills (i.e. the capacity to use ICT tools and applications) and the cognitive skills required to solve problems. Some basic knowledge regarding the use of ICT input devices (e.g. use of a keyboard and mouse and screen displays), file management tools, applications (word processing, e-mail), and graphic interfaces is essential for performing assessment tasks. However, the objective is not to test the use of ICT tools and applications in isolation, but rather to assess the capacity of adults to use these tools to access, process, evaluate and analyse information effectively. • A good and simple example: If someone wants to arrange an event, like a school picnic, the tasks such as where, when, what budget, how could I find the space could be solved through technology using spreadsheets, Internet search, websites, social media etc.

8. Unit 1: What is problem solving. Definition, context and most common problems The level of user expertise on digital competences (https://europass.cedefop.europa.eu/resources/digital-competences) • Basic user: A basic user is someone who can find support and assistance when a technical problem occurs or when using a new device, program or application. He knows how to deal with some basic problems (e.g. close program, re-start computer, re-install/update program, check internet connection). Also, he knows that digital tools can assist him in solving problems, but not for every problem. He can use digital tools to confront problems which are technological or non-technological. However, he has limited knowledge and he knows that it is necessary to update his digital skills I am aware that I need to update my digital skills. • Independent user: An independent user has the ability to solve most of the more usual problems that arise in a digital environment. He can use digital technologies to solve non-technical problems. He can choose the most appropriate digital tool which suits better to his needs and assess its effectiveness. He can solve technological problems by exploring the settings and options of programmes or tools. He updates in a frequent basis his digital skills in order to ameliorate his skills and to be more qualified.

9. Unit 1: What is problem solving. Definition, context and most common problems The level of user expertise on digital competences • Proficient user: A Proficient user is able to solve almost all problems that arise when using digital technology. He could easily choose the right tool, device, application, software or service to solve (non-technical) problems. He is aware of the new technological developments. He understand how new tools work and he updates his digital skills in a frequent way in order to be in accordance with the technological developments. • t

10. Unit 1: What is problem solving. Definition, context and most common problems Most common problems • A common issue about basic users is to deal with a wide range of problems, which are hampering their daily operations on the digital environment. • Their limited knowledge constitutes the major problem given that they do not have the ability to identify and solve which are the main threats and problems that could exist on the ICT sector • A basic user –with limited digital skills- should know which are the most common problems in order to assess needs and to identify, evaluate, select and use digital tools and possible technological responses to solve them. • Most complex computer issues at work can often be solved by the business IT support team. However, there are many other small, but common, issues that occur on a regular basis on a personal computer.

11. Unit 1: What is problem solving. Definition, context and most common problems Identify the most common basic computer problems • The computer is running slow There are many reasons why computers face problems. It may be something simple, such as running too many concurrent applications. Or, it may be something more complex, perhaps a software compatibility issue. For this reason a basic user should have the ability to identify the basic problems. It may be necessary to uninstall and reinstall the application, or replace it with a suitable alternative. No matter how difficult this seems, bear in mind that this knowledge will facilitate their daily operation. • Install the proper system security Protecting your files and documents from unwanted intrusions and data loss is not definitely a job best left to the professionals. Even if someone does not have the ability, it is not difficult to protect the computer from viruses and malware attacks.

12. Unit 1: What is problem solving. Definition, context and most common problems Identify the most common basic computer problems • I Deleted One of my Files. Even if a file has been accidentally deleted, it may also be possible to recover it. Either you could find it on the “recycle bin” or you could install a hard drive. • Strange Noises A lot of noise coming from your computer is generally a sign of either hardware malfunction or a noisy fan. Hard drives often make noise just before they fail, so you may want to back up information just in case, and fans are very easy to replace. • Other usual problems that a basic user should address are the following: • Desktop computer or laptop won't turn on • The Monitor won't turn on or it simply shows no picture • The keyboard or mouse quit working • The sound doesn't work • Attachments do not open

13. Unit 1: What is problem solving. Definition, context and most common problems Identify the most common basic computer problems • The Screen is Blank If the computer is on but the screen is blank, there may be an issue with the connection between the computer and the screen. First, check to see if the monitor is plugged into a power point and that the connection between the monitor and computer hard drive is secure. If the problem is on a laptop, then you may need to get a professional to fix it as some of the internal wires may be worn.

14. Unit 2: Digital Skills in problem solving Solvingtechnicalproblems • The most usual problem for a basic user is to identify technical problems when operating devices and using digital environments, and to solve them (from trouble-shooting to solving more complex problems). • By enhancing users ability to face technical problems, they will be able to identify technical problems when operating devices and using digital environments, and to solve them (from trouble-shooting to solving more complex problems.) Moreover, they will have the appropriate skills to solve, understand and resolve conceptual problems and problem situations in digital environments. • The following steps are useful in order to solve problems in a digital environment

15. Unit 2: Digital Skills in problem solving Solving technical problems Protect your computer • The best way to protect your computer against malware is to install antivirus software, such as Bitdefender, Norton or Kaspersky.Antivirus software helps to prevent malware from being installed, and it can also remove malware from your computer.It is also important to stay smart when you're browsing the Web or using email. If a website or email attachment looks suspicious, trust your instincts. Keep in mind that your antivirus program may not catch everything, so it's best to avoid downloading anything that might contain malware. • Also you could create backup copies of all your files on an external hard drive or an online backup service. You could buy an external hard drive and copy the contents of your computer to it. The initial backup could take several hours, so you will need to choose a period of time when you will not use your computer.

16. Unit 2: Digital Skills in problem solving Solving technical problems Clean the keyboard • Dust, food, liquid, and other particles can get stuck underneath the keys on your keyboard, which can prevent it from working properly. The basic cleaning tips below can help keep your keyboard clean. • Unplug the keyboard from the USB or PS/2 port. If the keyboard is plugged into the PS/2 port, you will need to shut down the computer before unplugging it. • Turn the keyboard upside down and gently shake it to remove dirt and dust. • Use a can of compressed air to clean between the keys. • Moisten a cotton cloth or paper towel with rubbing alcohol and use it to clean the tops of the keys. Do not pour alcohol or any other liquid directly onto the keys. • Reconnect the keyboard to the computer once it is dry. If you are connecting it to a PS/2 port, you will need to connect it before turning on the computer.

17. Unit 2: Digital Skills in problem solving Solving technical problems Clean the monitor • Dirt, fingerprints, and dust can make your computer screen difficult to read; however, it's easy to clean your screen when needed. There are monitor-cleaning kits you can buy, but they may damage your monitor if they're designed for a different type of monitor. For example, a monitor cleaner that is designed for glass screens may not work with some non-glass LCD screens. The safest method is simply to use a soft clean cloth moistened with water. • Do not use glass cleaner to clean a monitor. Many screens have anti-glare coatings that can be damaged by glass cleaner. • Turn off the computer.Unplug the monitor from the power. If you are using a laptop, unplug the laptop.Use a soft clean cloth moistened with water to wipe the screen clean.

18. Unit 2: Digital Skills in problem solving Solving technical problems Free hard drive space • Verify that there is at least 200-500MB of free hard drive space. This available space allows the computer to have room for the swap file to increase in size, as well as room for temporary files. The sound is not working • Check the volume level. Click the audio button in the top-right or bottom-right corner of the screen to make sure the sound is turned on and that the volume is up. The mouse or keyboard has stopped working • If you're using a wired mouse or keyboard, make sure it's correctly plugged into the computer.