IT Professional Communication (part 3)

For our last lesson on communication, we examine setting up expectations and the importance of accurate time management. In this discussion you’ll have some situational examples of how you can provide reassuring information without giving misleading information. You’ll learn how to provide a status overview that communicates approximate timelines and generalized progress reference points so the user has an idea of what involved and the time it takes without becoming technical specific. The same applies for giving expectations, in being realistic about the approximations, as well as following up voluntarily. Following up is crucial because it maintains good communications, confirms status and also provides advanced alerts to issues that may materialize down the road. We talk about “Documentation” which is given for every communication engagement particularly as it relates to advising customers on timeline, and expectation. It is a “must do” best practice. Maintaining confidentiality is KEY to good communication both in terms of trust with the use and in terms of respecting the user and maintaining security.
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