Those who want to improve their problem-solving and decision-making abilities, as well as individuals who want to challenge their current approach to analysis.

• Develop critical thinking and analysis skills
• Learn techniques for critical thinking and improved focus
• Enhance customer service through better problem-solving and decision-making
• Increase situational awareness
• Become more effective in analysis, communication and leadership

1. Definitions of Critical Thinking
2. Components of Critical Thinking
3. Critical vs. Noncritical Thinking
4. Ways to Become a Critical Thinker
   • Activity: Self analysis
5. Critical Thinking model
6. How to Stimulate Critical Thinking in a Team
7. Preventing Groupthink
8. Baloney Detection: Skeptical Thinking
   • Activity: Baloney detection quiz

Asking Questions and Problem Definition

1. Asking probing questions
   • Activity: Asking smart questions
2. Structuring problem statements
3. Goal statements
   • Activity: Develop a problem and goal statement
4. Identifying the cause of the problem
5. Divergent/convergent thinking
6. Mind mapping
7. Fishbone diagram
8. Consensus thinking
   • Activity: Consensus thinking

 Business Problem Analysis and Decision Making

1. Business problem analysis model
2. SWOT analysis
3. Examples for using SWOT analysis
   • Activity: Problem solving and decision making
4. Decision/event trees
5. Expected monetary value
   • Activity: Decision/event tree
6. Six Thinking Hats: Approach to decision making
7. Parallel thinking
   • Activity: Applying Six Thinking Hats
8. Making decisions
9. Decision-making strategies
   • Activity: Selecting the best decision-making strategy
10. Who makes the decision?
11. Decision-making strategies
12. Decision methods
    • Decision by consensus
    • Grid analysis
    • Weighted grid analysis
    • Pareto analysis
    • Qualitative decision-making methods
    • Activity: Picking the best decision method
    • Activity: Balancing the budget