Summary

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