IT Service and Support/Communication Skills

This lesson introduces communication skills. Activities include .

Objectives and Skills

Objectives and skills for communication skills include:

Readings

1. Wikipedia: Communication
2. Wikipedia: Communications training
3. Wikipedia: Business communication
4. Wikipedia: Soft skills
5. Wikipedia: Active listening
6. Wikipedia: Nonverbal communication
7. Wikipedia: Body language
8. Wikipedia: Teamwork

Multimedia

• Watch YouTube: Call Center Training - Phone Etiquette
• View SlideShare: Developing Effective Communication Skills

Activities

1. 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.
2. Use the Discuss page to post comments and questions regarding this lesson.
3. Review the lesson summary, key terms, review questions and flashcards below.

Key Terms

automatic call distributor

A device or system that distributes incoming calls to a specific group of terminals that customer service agents use.

empathy

The capacity to recognize emotions that are being experienced by another sentient or fictional being.

flexibility

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.

proactivity

Anticipatory, change-oriented and self-initiated behavior acting in advance of a future situation, rather than reacting to it.

Review Questions

Click on a question to see the answer.

References

Subject classification: this is an information technology resource.

Type classification: this is a lesson resource.