TOOLS TROUBLESHOOTERS USE: Think about the tools you have used to work on computer problems in your own experience and you'll find many of the tools fit into one of these five categories. Match the category (a - e) with its most appropriate description. Question 2 options: 1 Communication Skills Information Resources Problem-Solving Strategies Diagnostic and Repair Tools Personal Characteristics 1. Basic listening, active learning, critical questions, probes, and explanation and verification skills. 2. Personal experience, scripts, knowledge bases, professional contacts and coworkers, newsgroups, support vendors and contractors, and escalation and team problem solving. 3. Many of these tools correspond to a carpenter's hammer and saw, the auto mechnaic's wrench and test equipment, and the physician's x-ray machine. 4. Troubleshooters often apply one or more of these logical approaches and are often effective in a variety of troubleshooting situations, even difficult ones. 5. To some degree, these are part of a support specialists's basic personality