17) Consider the following case.

 Martha works in a call center, one day she received a call from a customer, the customer was a little bit upset, he had a problem.  In order to help the customer, Martha in her mind asked herself the following questions:  What have other agents done to solve similar problems? Can someone from another department help me resolve this issue?  Does management have insight that might be helpful? 

 

From the point of view of  problem-solving, which step was Martha applying when she asked herself those questions?