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IT Essentials PC Hardware
and Software 4.1
Instructional Resource
Chapter 10: Communication
Skills
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Chapter 10: Objectives
 Explain the relationship between communication and troubleshooting.
 Describe good communication skills and professional behavior.
 Explain ethics and legal aspects of working with computer technology.
 Describe the call center environment and technician responsibilities.
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Chapter 10: Critical Concepts
 What is this chapter about and why is it important?
 According to those that hire students, communication is as important as technical
skills for a technician; but for many of those drawn to the technical world,
communication is their weakest skill. Communication skills can be practiced and
improved upon. These skills are also critical for obtaining a job. Although many
technical teachers would rather teach technical subjects than soft skills such as
communication, it is imperative for the instructor to realize the importance of
communication skills and spend appropriate class time on this topic. The teacher
must also work at making this chapter very engaging to students, because they will
probably consider it less interesting than the technical material.
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Chapter 10: Activities
 What activities are associated with this chapter?
10.1 Worksheet: Technician Resources
Chapter 10 Quiz
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Chapter 10: New Terms
 What terms are introduced in this chapter?
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netiquette
10.2.4
Service Level Agreement (SLA)
10.2
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Chapter 10: Changes
 What has changed from the previous version (4.0) of ITEPC?
Page 10.2.1 Determine the computer problem of the customer
• Ask open-ended questions to narrow the scope of the problem
Page 10.2.2 Display professional behavior with the customer
• Avoid using jargon, abbreviations, acronyms, and slang
• Avoid culturally insensitive remarks
• Avoid taking personal calls when talking with customers
• Avoid talking to co-workers about unrelated subjects when talking with the
customer
Page 10.2.5 Implement time and stress management techniques
• Complete callbacks on time
• Prioritize your support activities
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Chapter 10: Changes (continued)
 What has changed from the previous version (4.0) of ITEPC?
Page 10.2.7 Follow business policies
• Arrive at your workstation on time and early enough to become prepared
• Contact the customer if you are going to be late for an appointment
• Set and meet a reasonable timeline for the call or appointment and
communicate this to the customer
• Offer different repair or replacement options to the customer
• Give the customer proper documentation on all services provided
• Follow up with the customer at a later date to verify satisfaction
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Chapter 10: Classroom Management
 Have the students examine their own learning styles to see how that might relate to
the ability of a technician to communicate better. Do an Internet search on the
following key words: Abiator Learning Style Inventory. Have the students explain
a computer problem appropriately to someone who learns better from visuals, to
someone who learns better via audio, and to someone who learns better via hands
on interaction.
 Have one student be the computer user with a problem and another student be the
technician. If possible, record the student role play for future class discussions.
The student computer users should simulate users with the following attitudes and
knowledge:
–angry
–confused and inexperienced with a computer
–knowledgeable and experienced with a computer
–evasive about the actions that caused the problem
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Chapter 10: Teaching Analogies
 The customer service role of a computer technician is similar to the customer
service role of a waiter. A computer technician asking about a computer problem is
like a waiter is taking a customer’s order for lunch. A computer technician providing
the steps to solve the computer problem is like the waiter is providing the cook with
the specifics of the lunch order. A computer technician that has solved the problem
is similar to a waiter that has delivered the food to a customer.
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Chapter 10: Suggested Class Discussions
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How should technicians deal with customers on the phone, in person, and with
email?
What are some of the most common mistakes that technicians make when they
communicate with customers?
What are some of the most common time-management strategies for the
technician?
What are some personal experiences, both positive and negative, that students
have had with support technicians?
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Chapter 10: Best Practices
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
Visit a call center of any type to observe best practices of customer service
technicians.

Search the Internet for technical support calls. Ensure the call uses proper
language and is appropriate for the classroom.

Have the students shadow a technician for a day and report to the class on
how communications skills were important for the person they shadowed.

Ask students if they prefer to work with ideas, people, or things. Why is this
preferred?
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Chapter 10: Outside Reading
Support at Cisco
http://www.cisco.com/cisco/web/support/index.html
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