Demonstrating Professionalism Tim Warner @TechTrainerTim - PowerPoint PPT Presentation

Demonstrating Professionalism Tim Warner @TechTrainerTim timothy-warner@pluralsight.com

The Pluralsight Learning Path for CompTIA A+ (220-902) Introduction Windows OS Other Operating Systems Security Software Troubleshooting Operational Procedures

Operational Procedures for CompTIA A+ (220-902) Table of Contents Using Appropriate Safety Procedures Applying Appropriate Environmental Controls Addressing Prohibited Content and Activity Demonstrating Professionalism Explaining Troubleshooting Theory

Overview Proper communication techniques Professional behavior

Meanwhile, in the Real World… How can I ensure that a tech won't snoop my HD? customer technician

CompTIA A+ 220-902 Demonstrate proper communication 5.4 techniques and professionalism

Proper Communication Techniques

Being a Tech Translator is Lucrative! business IT language language developer consumer language language (tech language) (non-technical in any event)

Use proper language Avoid jargon Avoid acronyms (TLAs) Proper Avoid slang Communication Maintain PMA Techniques Project confidence and competence Positive, encouraging voice tone Remember that our decisions impact the customer's money, time, and data

Listen actively Take notes so we understand the customer's needs - repeat and rephrase Proper Don't interrupt the customer - they often need Communication to vent Techniques Be culturally sensitive Use appropriate professional titles Remember you're building a relationship

Avoid Distractions Texting/social Personal calls media Talking with co- Personal workers interruptions

Professional Behavior

Professional Conduct  Be on time - If late, contact the customer  Dealing with difficult customers - Don't argue or get defensive - Avoid dismissing the customer's problem - Avoid being judgmental

Working with Customers  Clarify customer statements - Open-ended questions  Don't share customer data via social media  Deal appropriately with customer materials - Privacy, both physical and virtual

Communicating Expectations  Provide regular status updates  Offer different repair/replacement options - Loaner device - Give the customer choices  Follow up after closure to ensure satisfaction

Demo: Title Task Standards, Practices, & Theory for CompTIA Network+

Meanwhile, in the Real World… How can I ensure that a tech won't snoop my HD? customer technician

Back in the Real World Observe the tech, but understand reporting requirements customer technician

Homework  Practice interviewing techniques and professional communication in a low- stakes environment - Non-judgmental family, friends

For Further Learning  Pluralsight: Introduction to Emotional Intelligence (Jason Edleman) - Don't fall victim to the Dunning-Kruger Effect  Pluralsight: Becoming a Better Listener (Jason Alba) - Develop your "active listening" skills

Summary It's rare that you can get away with having tech brilliance but poor people skills Professional mentorship may help Customers won't return if you don't treat them well Next module : Explaining troubleshooting theory