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CHAPTER 10Communication SkillsObjectivesUpon completion of this chapter, you should be able to answer the following questions:■■What is the relationship between communicationand troubleshooting?Why are good communication skills and professionalbehavior important?Key Terms■■Does working with computer technology haveethical and legal aspects?What is a call center environment, and what arethe technician’s responsibilities?This chapter uses the following key terms. You can find the definitions in the Glossary.troubleshootingcommunication skillsprofessionalismtalkative customerrude customerangry customerpage xxpage xxpage xxpage xxpage xxpage xxknowledgeable customerlevel-one technicianlevel-two technicianinexperienced customerNetiquettepage xxpage xxpage xxpage xxpage xxworkstation ergonomicstime managementstress managementpage xxpage xxservice level agreement (SLA)business policycustomer call rulepage xxpage xxcall center employee ruleethical customlegal rulepage xxpage xxcall center environmentpage xxpage xxpage xxpage xx
2 IT Essentials: PC Harware and Software Companion GuideWhat is the relationship between communication skills and troubleshooting? As a computertechnician, you will not only fix computers; you also will interact with people. In fact, troubleshootingis as much about communicating with the customer as it is about knowing howto fix a computer. In this chapter, you will learn how to use good communication skills asconfidently as you use a screwdriver.Explain the Relationship BetweenCommunication and TroubleshootingThink of a time when you had to call a repair person to get something fixed. Did it feel likean emergency to you? Did you appreciate it when the repair person was sympathetic andresponsive? Perhaps you had a bad experience with a repair person. Are you likely to callthat same person to fix a problem again?Good communication skills enhance a technician’s troubleshooting skills. Both of theseskill sets take time and experience to develop. As your hardware, software, and operatingsystem knowledge increases, your ability to quickly determine a problem and find a solutionwill improve. The same principle applies to developing communication skills. Themore you practice good communication skills, the more effective you will become whenworking with customers. A knowledgeable technician who uses good communication skillswill always be in demand in the job market.To troubleshoot a computer, you need to learn the details of the problem from the customer.Most people who need a computer problem fixed are probably feeling some stress. If youestablish a good rapport with the customer, he or she may relax a bit. A relaxed customer ismore likely to provide the information you need to determine the source of the problem andthen fix it.Speaking directly with the customer is usually the first step in resolving the computer problem.As a technician, you will have access to several communication and research tools.You can use all these resources to gather information for the troubleshooting process. Someexamples of technician resources are■■■■■■■Personal experienceScriptsWebsitesSearch enginesOnline FAQsCoworkersSupport vendors
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vAbout the Technical ReviewersDavid
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ixIdentify the Names, Purposes, and
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CHAPTER 1Introduction to the Person
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CHAPTER 5Fundamental Operating Syst
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CHAPTER 7Fundamental Printers and S
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CHAPTER 13Advanced Laptops and Port
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CHAPTER 15Advanced NetworksObjectiv
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GlossaryThis glossary defines many
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ase station 3AppleTalk A protocol s
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desktop computer 7crosstalk Interfe
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dynamic routing 9Domain Name System
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floppy data cable 11FFast Ethernet
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