Communication/ Professionalism ( Comptia Objective 4.7)

Question 1

Communication in IT is a very important skill to have. Why is this and how can it be applied?

Answer 1

• One of the most useful skills for the troubleshooter. E.G. asking the user the right questions to diagnose an issue.
• One of the most difficult skills to master.
• A Skilled communicator is incredibly marketable.

Question 2

What is jargon? What can we do about it? How can we avoid it?

Answer 2

• Using abbreviations and TLA’s( Three letter acronyms)
• Avoid using acronyms and slang( Be the translator)
• Communicate in terms that everyone can understand. Normal conversation puts everyone at ease. Decisions are made based upon things you say.
• These types of issues can be easily avoided.

Question 3

What are some things to know about Interrupting and why we do it and why we shouldn’t do it?

Answer 3

• But I know the answer! You might be saying.
• Why do we interrupt? Because we want to solve problems quickly. Because we want to show how smart we are. This can come off as you being rude and that you don’t want to help someone.
• Instead of interrupting you should actively listen, take notes. Build a relationship with the customer. They’ll need help again someday. Don’t miss any key piece of information. Especially useful on the phone.
• This skill takes time to to perfect. The better you are, the more time you’ll save later.

Question 4

When is it important to clarify customer statements? How can you go about doing this?

Answer 4

• When asking about a problem the end user is having : Ask pertinent questions. Drill down the details Avoid an argument, avoid being judgmental. Your object of clarifying statements should to make sure you get enough detail as possible and confirm you have the right info and not to create conflict with the person you are talking to.
• Next repeat your understanding of the problem back to the customer.( Did i understand you correctly?)
• Keep an open mind( Ask clarifying questions, even if the issue seems obvious. Never make assumptions.

Question 5

What are some very important elements of Setting Expectations?

Answer 5

• Offer different options such as repair vs replace.
• Document everything( No room for questions)
• Keep everyone informed( Even if the status is unchanged)
• Follow up afterwards( Verify satisfaction)

Question 6

What are elements of maintaining a positive attitude?

Answer 6

• Having a positive tone of voice. Partner with your customer, project confidence.
• Problems can’t always be fixed. Do your best, provide helpful options as well as a positive attitude .
• Your attitude has a direct impact on the overall customer experience.

Question 7

How can we go about avoiding being judgmental?

Answer 7

• Cultural sensitivity( Use appropriate professional titles)
• You’re the teacher( Not the warden, leave insults on the playground)
• Make people smarter. They’ll make better technologists.
• You’re going to make some BIG mistakes( Remember and learn from them)

Question 8

How do we go about making sure we are on time and avoid distractions?

Answer 8

• Don’t allow interruptions. No personal calls, no texting, no Twitter, don’t talk to co-workers etc.
• Apologize for delays and unintended distractions.
• Create an environment for conversation in person which is open and inviting. Things such as a candy bowl can be magical!
• If having conversations over the phone make sure you have a quite background, clear audio, stay off of speakerphone etc.

Question 9

What should you do in the event of a difficult situation or customer?

Answer 9

• Technical problems can be stressful
• Try not to argue or become defensive( Don’t dismiss, don’t contradict)
• Diffuse a difficult situation with listening and asking questions this helps with relationship building.
• Communicate even if there’s no update from the last contact.
• Never take the situation personally or to social media.

Question 10

Why is it important to not try and minimize problems?

Answer 10

• Technical issues can be traumatic. Often money and/or jobs are on the line.
• Even the smallest problems can become huge, especially when things aren’t working.
• Often you will find you are part technician and part counselor. Computers don’t have problems, people have problems.

Question 11

What are some important elements of maintaining confidentiality?

Answer 11

• Privacy concerns exist such as sensitive information be it professional or private on the computer, desktop or printer.
• You have a professional responsibility as an IT professional to keep all of your customers corporate data private as well as any private data as well.
• Personal respect. Treat people as you would want to be treated.