Use effective communication skills according to 运用有效的沟通的技巧.docxVIP

Communicate In the IT Workplace Use effective communication skills according to organizational standards There’s a voice mail message at the Help Desk from the new team leader in Marketing. She has rung early in the morning and is extremely upset as she hasn’t been able to access the files she needs to prepare for a meeting with a client. Your task as the Help Desk Operator is to solve this client’s problem, either yourself or by referring it to someone else. You will need to use your communication skills and techniques when you respond to the call. Deliverables Make a list of Dos and Don’ts for responding to this call and handling this client who is extremely upset. Before you begin, think about this situation, how you will handle the call and what action you would suggest. Concentrate on your communication skills rather than questioning techniques. Preview Effective communication with your clients is critical to your organisation’s success. There are rules for every mode of communication you might use (phone, video conferencing, email, fax, memo or letter) when you answer requests and enquiries. Communication skills and the rules of business etiquette covered in this topic will help you to understand and service client needs in an IT role. Learning outcomes After completing this topic you will be able to: Receive and answer requests and enquiries from clients in a polite, prompt and courteous manner. Use verbal and non-verbal communication to respond to the client’s requests and enquiries effectively. Reading The readings here will help you develop your knowledge and skills for using effective communication skills according to organisational standards. This will involve and understanding of: How to receive requests and enquiries from clients in a polite and courteous manner Verbal and non-verbal communication Common documents Business etiquette. Receiving client requests and enquiries in a polite and courteous manner Most jobs in the IT industry require you to