Slightly OT, but I expect this might resonate with some of us.

How do you teach someone to solve problems? How do you teach them to look past 
the first symptom (or the user's problem description) to gather all the 
symptoms and determine if a common cause might cause many of the symptoms? 

We've got some contractors are are TSM-certified but lack this skill of looking 
past the first symptom. I really need to tune up their problem solving skills 
so they handle more incidents themselves without punting to us all the time. 

Help?

Nick