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Displaying Critical Thinking and Analytical Skills - From Symptom to Root Cause to Action

Most workplace problems are not solved — they are recycled. A symptom gets patched, a person gets blamed, a process gets a new step bolted on, and three months later the same issue resurfaces wearing a different costume.

The cause is rarely effort. It is structure. Managers are promoted for execution, not for analysis — and rarely taught how to define a problem precisely, separate fact from assumption, take multiple perspectives, and convert insight into action that holds.

Objective

By the end of the programme, participants will be able to:

1. Diagnose, not patch. Distinguish a symptom from a root cause, and name the five cognitive biases most likely to distort their own managerial judgment.

2. Define the right problem. Frame a live workplace problem with precision using the SCQ (Situation–Complication–Question) structure, and re-frame it from at least three independent perspectives before analysis begins.

3. Apply the analyst's toolkit. Apply five structured tools — 5 Whys, Fishbone, Pareto, FMEA, and Issue Trees — to a real workplace problem they bring into the room.

4. Separate fact from opinion. Distinguish fact, assumption, and hypothesis, and produce a one-page evidence-backed root cause statement that holds under questioning.

5. Stress-test before committing. Use a weighted decision matrix and a pre-mortem to test a recommended action under three plausible futures, not just the expected one.

6. Convert insight into action that holds. Construct a complete Corrective Action Plan — SMART actions, owners, indicators, review cadence — and defend it to a skeptical stakeholder.

Outline

Each participant brings one real workplace problem that becomes their personal through-line.

Participant produces: A root-cause map of a real workplace problem

S1 — The Critical Thinker's Mindset
• What critical thinking is — and the four things it is often confused with
• The five biases that distort managerial judgment most often: confirmation, availability, anchoring, sunk cost, status-quo
• Activity: each participant audits one decision they made in the last 30 days for bias

S2 — Defining the Real Problem
• SCQ framework — Situation, Complication, Question — for tight problem definition
• Why the wording of a problem statement biases the entire analysis
• The 5 Whys — common failure modes and how to avoid inventing a fictitious root cause
• Activity: each participant writes their workplace problem in three different framings

S3 — Structured Analysis Toolkit
• Pareto — when 80/20 applies, and when it misleads
• Fishbone (Ishikawa) — six-bone for service environments, four-bone for operational ones
• FMEA for high-risk decisions
• MECE thinking and Issue Trees — the consultant's workhorse
• Activity: each participant builds a complete issue tree on their own real problem

S4 — Evidence over Opinion
• The fact / assumption / hypothesis ladder
• Source credibility: weighing internal data, anecdote, and external benchmarks
• Quantifying the qualitative — turning soft signals into testable propositions
• Activity: tables work a shared case study and produce a one-page evidence-backed root cause analysis

Who should attend

Methodology

Built on signature pedagogy: inductive sequencing, hands-on practice on real content, and a 70/20/10 split — 70% practice, 20% discussion and debrief, 10% concept and theory.

• Inductive sequencing — every session opens with a concrete experience before any framework is named
• Real content, not sample exercises — participants work on one actual workplace problem across both days
• Hot Seat format — at least once per session, one participant's work is reviewed in front of the room
• Pair → table → room rhythm — every insight is processed at four levels of intensity, the strongest predictor of workplace transfer

Tools & Resources Provided
• Participant Learner Guide (printed + digital)
• Editable templates: Issue Tree, Fishbone, FMEA, Decision Matrix, CAP
• PREP and pre-mortem one-page job aids
• CAP peer-review checklist

Testimonials

“I am delighted to write this testimonial for Andrew Chow, whose expertise in leveraging ChatGPT has significantly improved my productivity as a professional speaker and trainer. Andrew generously shared his knowledge, templates, and guidance, and answered my questions, leading to a remarkable transformation in my work.”
- James Leong C FOO Professor-Author, Financial Trainer and Keynote Speaker


Recently, we had a combined Agency Leaders’ event & we invited Andrew back to our office to conduct a full day of training on ChatGPT. He took us on a remarkable journey, showcasing the practical applications of ChatGPT in various aspects of our work, including recruitment and event planning, among others. We were truly amazed by his deep expertise and hands-on approach.

As a trainer, Andrew is a true gem. He generously shares his expertise and goes above and beyond to tailor the training to meet the specific needs of agency leaders in the financial services industry. His dedication and vast knowledge have empowered us to thrive in the ever-evolving digital landscape.

If you're searching for someone to elevate your branding efforts and harness the power of ChatGPT to revolutionize your work processes, look no further, Andrew is the man! His insights and guidance will propel you toward greater success.
-Alvin YEO SK Founder, AYO Advisory (representing HSBC Life)

Profile of Andrew Chow

Andrew Chow is the Founder of AP Academy Pte Ltd, a Certified Speaking Professional (CSP), and Past President of Asia Professional Speakers Singapore. Over 35+ years he has trained more than 100,000 professionals across 20+ countries, authored four books, and developed proprietary frameworks adopted across financial services, government, technology and L&D. He facilitates this programme personally.