Establishing what happened.
WHY IT MATTERS
The reported problem and the actual problem frequently differ.
WHAT TO ASK
What were you doing when it happened? What exactly did you see? When did it start? Has it happened before? Does it happen every time? What changed recently?
WHAT NOT TO ASK
Leading questions suggesting an answer.
WHAT TO REQUEST
The exact error message, or a photograph of it.
WHY
Paraphrased errors lose the detail that identifies the fault.
WHAT TO ESTABLISH
Whether others are affected.
WHY
It immediately distinguishes an individual problem from a systemic one.
WHAT TO BE AWARE OF
People omit what they think is irrelevant, and what they think caused it.
WHAT TO ASK ABOUT THAT SECOND POINT
Neutrally, without implying blame.
WHY
People conceal actions they fear being blamed for, and that is usually the key information.
WHAT TO CONFIRM
Your understanding, back to them, before proceeding.
