IT Service and Support/Communication Skills

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This lesson introduces communication skills. Activities include .

Objectives and Skills

Objectives and skills for communication skills include:

Readings

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

Multimedia

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.[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

Click on a question to see the answer.

References

  1. ↑ Wikipedia: Automatic call distributor
  2. ↑ Wikipedia: Empathy
  3. ↑ Wikipedia: Flexibility
  4. ↑ Wikipedia: Social skills
  5. ↑ Wikipedia: Business telephone system
  6. ↑ Wikipedia: Proactivity
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