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 language consumer language (non-technical in any event) IT language developer language (tech language) Use proper language Proper Communication Techniques Avoid jargon Avoid acronyms (TLAs) Avoid slang Maintain PMA Project confidence and competence Positive, encouraging voice tone Remember that our decisions impact the customer's money, time, and data Listen actively Proper Communication Techniques Take notes so we understand the customer's needs - repeat and rephrase Don't interrupt the customer - they often need to vent Be culturally sensitive Use appropriate professional titles Remember you're building a relationship Avoid Distractions Personal calls Texting/social media Talking with coworkers Personal 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 lowstakes 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 ... Pluralsight Learning Path for CompTIA A+ (220- 902) Introduction Windows OS Other Operating Systems Security Software Troubleshooting Operational Procedures Operational Procedures for CompTIA A+ ... developer language (tech language) Use proper language Proper Communication Techniques Avoid jargon Avoid acronyms (TLAs) Avoid slang Maintain PMA Project confidence and competence Positive, encouraging... A+ (220- 902) Table of Contents Using Appropriate Safety Procedures Applying Appropriate Environmental Controls Addressing Prohibited Content and Activity Demonstrating Professionalism Explaining