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]

  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[edit | edit source]

Activities[edit | edit source]

  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.

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.[1]
empathy
The capacity to recognize emotions that are being experienced by another sentient or fictional being.[2]
flexibility
The extent to which a person can cope with changes in circumstances and think about problems and tasks in novel, creative ways.[3]
interpersonal skills
The skills a person uses to communicate and interact with others, including persuasion, active listening, delegation, and leadership.[4]
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.[5]
proactivity
Anticipatory, change-oriented and self-initiated behavior acting in advance of a future situation, rather than reacting to it.[6]

Review Questions[edit | edit source]

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Flashcards[edit | edit source]

References[edit | edit source]

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