IT Service and Support/Communication Skills
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This lesson introduces communication skills. Activities include .
Objectives and Skills[edit | edit source]
Objectives and skills for communication skills include:
Readings[edit | edit source]
- Wikipedia: Communication
- Wikipedia: Communications training
- Wikipedia: Business communication
- Wikipedia: Soft skills
- Wikipedia: Active listening
- Wikipedia: Nonverbal communication
- Wikipedia: Body language
- Wikipedia: Teamwork
Multimedia[edit | edit source]
- Watch YouTube: Call Center Training - Phone Etiquette
- View SlideShare: Developing Effective Communication Skills
Activities[edit | edit source]
- Research professional telephone communication skills. Describe how to answer a call, place a call on hold, transfer a call, take a message, and complete a call.
- Use the Discuss page to post comments and questions regarding this lesson.
- Review the lesson summary, key terms, review questions and flashcards below.
Lesson Summary[edit | edit source]
Key Terms[edit | edit source]
- automatic call distributor
- A device or system that distributes incoming calls to a specific group of terminals that customer service agents use.
- The capacity to recognize emotions that are being experienced by another sentient or fictional being.
- The extent to which a person can cope with changes in circumstances and think about problems and tasks in novel, creative ways.
- interpersonal skills
- The skills a person uses to communicate and interact with others, including persuasion, active listening, delegation, and leadership.
- private branch exchange (PBX)
- A telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public.
- Anticipatory, change-oriented and self-initiated behavior acting in advance of a future situation, rather than reacting to it.
Review Questions[edit | edit source]
Click on a question to see the answer.