IT Professional Communication (part 2)

This lesson discusses something ever professional hates, dealing with difficult situations and difficult customers. Following are and offers strategies and best practices for handling those situations so that we as professionals don’t contribute or exacerbate an already uncomfortable or unpleasant situation. One of the first things we want to do is avoid arguing or becoming defensive because that reaction inflames the situation. Instead remain calm and proceed with your troubleshooting. Don’t minimalize and make trivial the situation regardless of what it is or how simple it is to accomplish. Be as helpful as possible and provide some guidance for future reference. Don’t be judgmental. Instead treat them like a peer and make it a teachable moment by asking what would be helpful and provide tips, tricks and shortcuts, crib notes that includes their specific need that can be quickly referenced so the user feels empowered for the next instance. Ask open ended questions and clarify all information. Yes or no question don’t provide complete information and don’t engage the user to explain what happened, provide background, allow them to vent and calm down, and empowers them with being part of the solution not cause of the problem.
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