NCOA ACTUAL 2026 TEST PAPER QUESTIONS AND
SOLUTIONS RATED A+
Problem Framing - ✔✔The process of describing and interpreting a stated problem to
arrive at a problem statement - define the actual problem. It is considered an important
step in problem solving as slight changes in framing may lead to a vastly different
problem solving process and resulting solutions. Problem framing should be part of the
"Define the problem" step. With framing, it leads you to look at the stated problem from
different perspectives and could change how you define the problem.
✔✔Fishbone Diagram - ✔✔Diagram used to depict the relationship between specific
categories of process inputs and the undesirable output. This technique aids in
identifying potential causes of a problem.
✔✔Decision Analysis Matrix Tool - ✔✔A useful technique to use for making a decision.
It's particularly powerful where you have a number of good alternatives to choose from,
and many different factors to take into account. This tool works by listing your possible
solutions as rows on a table and the factors you want to consider as columns. You then
score each solution/factor combination, weight this score by the relative importance of
the factor and add these scores up to give an overall score for each option.
✔✔Bias - ✔✔A tendency, inclination, or prejudice toward or against something or
someone.
✔✔2nd and 3rd Order Effects - ✔✔Every decision has second and third-order effects...
or consequences to that decision. i.e. outcomes that are different than the first desired
outcome yet are directly related to the initial decision. They are most often separated by
time and space from the perspective decision.
✔✔3 states of Implementation - ✔✔1. Planning and preparing to implement the solution
2. Implementing and monitoring the solution.
3. Reviewing and analyzing the success of the solution.
✔✔Brainstorming Session Rules - Withhold Judgement - ✔✔The first and foremost rule
is to withhold judgment of any sort. Initiate no evaluation, criticism, or judgment about
any idea until the brainstorming session is complete.
✔✔Brainstorming Session Rules - Encourage Freewheeling - ✔✔The second rule of
brainstorming is to encourage the freewheeling of ideas. This enables all individuals to
make a contribution. Once ideas begin flowing, the leader allows the group to continue
deliberating with little or no guidance. Remember, you aren't judging ideas at this phase
of the brainstorming session.
✔✔Brainstorming Session Rules - Air for Quantity, Not quality - ✔✔Once ideas are
flowing, write down the input of each participant and aim for quantity, not quality. Some
, ideas might appear silly; however, thoughtful consideration toward others' ideas will
more than likely result in information that can be applied to current and future situations.
✔✔Brainstorming Session Rules - Hitchhike Ideas - ✔✔The last rule in brainstorming
allows an idea to piggyback or hitch-hike on another idea. In a brainstorming session,
one member of the group suggests an idea. This idea triggers a thought in the mind of
another and the process continues until you have a series of ideas prompted by one
original thought or idea.
✔✔Brainstorming Session Techniques - Structured Approach - ✔✔This approach
means soliciting one idea at a time from each person on the team. Participants in the
brainstorming session should refrain from commenting until the person facilitating the
forum extends the opportunity. If the participants don't have a comment to share, they
should say, "Pass." The session ends when everyone says, "Pass."
✔✔Brainstorming Session Techniques - Unstructured Approach - ✔✔The unstructured
approach allows team members to call out ideas as they come to mind. No one takes
turns and the session ends when the team feels it has exhausted all ideas.
✔✔Brainstorming Session Techniques - Silent Approach - ✔✔The silent approach is
used when you want team members to write ideas on small slips of paper. Then, you
collect the papers and jot down the ideas for all to see. One big advantage of a silent
approach is it makes sure everybody is given the opportunity to have their thoughts and
ideas thoroughly considered by the group. This avoids the loudest or most extroverted
people unintentionally dominating the sessions.
✔✔Negotiation - ✔✔a communication process involving two or more people/groups
where:
-the parties have a degree of difference in positions, interests, goals, values or beliefs
-the parties strive to reach an agreement on issues or course of action
✔✔Trust, Information, Power, and Options (TIPO) Model - ✔✔This model identifies how
trust influences your use of information and power affects the way you develop options
or solutions to solve or resolve a current problem, conflict, or situation.
✔✔TIPO Model - Trust - ✔✔The foundation of relationships with others and faith in a
system. T
✔✔What are the two major categories of trust? - ✔✔Trust in a Person and Trust in a
Process
✔✔Trust in a Person - ✔✔This type of trust is established between two people and is
interpersonal in nature. This trust stands alone and it is not reliant on any institution or
third-party. This trust can be assumed or it can be earned through proving oneself to be
trustworthy in actions and in words.
SOLUTIONS RATED A+
Problem Framing - ✔✔The process of describing and interpreting a stated problem to
arrive at a problem statement - define the actual problem. It is considered an important
step in problem solving as slight changes in framing may lead to a vastly different
problem solving process and resulting solutions. Problem framing should be part of the
"Define the problem" step. With framing, it leads you to look at the stated problem from
different perspectives and could change how you define the problem.
✔✔Fishbone Diagram - ✔✔Diagram used to depict the relationship between specific
categories of process inputs and the undesirable output. This technique aids in
identifying potential causes of a problem.
✔✔Decision Analysis Matrix Tool - ✔✔A useful technique to use for making a decision.
It's particularly powerful where you have a number of good alternatives to choose from,
and many different factors to take into account. This tool works by listing your possible
solutions as rows on a table and the factors you want to consider as columns. You then
score each solution/factor combination, weight this score by the relative importance of
the factor and add these scores up to give an overall score for each option.
✔✔Bias - ✔✔A tendency, inclination, or prejudice toward or against something or
someone.
✔✔2nd and 3rd Order Effects - ✔✔Every decision has second and third-order effects...
or consequences to that decision. i.e. outcomes that are different than the first desired
outcome yet are directly related to the initial decision. They are most often separated by
time and space from the perspective decision.
✔✔3 states of Implementation - ✔✔1. Planning and preparing to implement the solution
2. Implementing and monitoring the solution.
3. Reviewing and analyzing the success of the solution.
✔✔Brainstorming Session Rules - Withhold Judgement - ✔✔The first and foremost rule
is to withhold judgment of any sort. Initiate no evaluation, criticism, or judgment about
any idea until the brainstorming session is complete.
✔✔Brainstorming Session Rules - Encourage Freewheeling - ✔✔The second rule of
brainstorming is to encourage the freewheeling of ideas. This enables all individuals to
make a contribution. Once ideas begin flowing, the leader allows the group to continue
deliberating with little or no guidance. Remember, you aren't judging ideas at this phase
of the brainstorming session.
✔✔Brainstorming Session Rules - Air for Quantity, Not quality - ✔✔Once ideas are
flowing, write down the input of each participant and aim for quantity, not quality. Some
, ideas might appear silly; however, thoughtful consideration toward others' ideas will
more than likely result in information that can be applied to current and future situations.
✔✔Brainstorming Session Rules - Hitchhike Ideas - ✔✔The last rule in brainstorming
allows an idea to piggyback or hitch-hike on another idea. In a brainstorming session,
one member of the group suggests an idea. This idea triggers a thought in the mind of
another and the process continues until you have a series of ideas prompted by one
original thought or idea.
✔✔Brainstorming Session Techniques - Structured Approach - ✔✔This approach
means soliciting one idea at a time from each person on the team. Participants in the
brainstorming session should refrain from commenting until the person facilitating the
forum extends the opportunity. If the participants don't have a comment to share, they
should say, "Pass." The session ends when everyone says, "Pass."
✔✔Brainstorming Session Techniques - Unstructured Approach - ✔✔The unstructured
approach allows team members to call out ideas as they come to mind. No one takes
turns and the session ends when the team feels it has exhausted all ideas.
✔✔Brainstorming Session Techniques - Silent Approach - ✔✔The silent approach is
used when you want team members to write ideas on small slips of paper. Then, you
collect the papers and jot down the ideas for all to see. One big advantage of a silent
approach is it makes sure everybody is given the opportunity to have their thoughts and
ideas thoroughly considered by the group. This avoids the loudest or most extroverted
people unintentionally dominating the sessions.
✔✔Negotiation - ✔✔a communication process involving two or more people/groups
where:
-the parties have a degree of difference in positions, interests, goals, values or beliefs
-the parties strive to reach an agreement on issues or course of action
✔✔Trust, Information, Power, and Options (TIPO) Model - ✔✔This model identifies how
trust influences your use of information and power affects the way you develop options
or solutions to solve or resolve a current problem, conflict, or situation.
✔✔TIPO Model - Trust - ✔✔The foundation of relationships with others and faith in a
system. T
✔✔What are the two major categories of trust? - ✔✔Trust in a Person and Trust in a
Process
✔✔Trust in a Person - ✔✔This type of trust is established between two people and is
interpersonal in nature. This trust stands alone and it is not reliant on any institution or
third-party. This trust can be assumed or it can be earned through proving oneself to be
trustworthy in actions and in words.
