Problem:
What would you do if your friend called you in a state of panic because he couldn't find the important files he was just working on in his computer? These are the very same files that he needed for a presentation the next day, and he is panicking!
You have no idea about the operating system or the software he uses and when you are able to get this information out of him, you find that it is a system and software application that you are simply unfamiliar with.
Explain what you would do and say as well as what resources you would use to get to the root cause of your friend's problem.
*You do NOT need to solve the problem ......Yet! All you need to do is get to the root cause and discuss what resources you would use.