Pace it communication-and_professionalism_sw_nm

Communication and professionalism.

Instructor, PACE-IT Program – Edmonds Community College

Areas of Expertise Industry Certifications

PC Hardware

Network Administration

IT Project Management

Network Design

User Training

IT Troubleshooting

Qualifications Summary

Education

M.B.A., IT Management, Western Governor’s University

B.S., IT Security, Western Governor’s University

Entrepreneur, executive leader, and proven manger

with 10+ years of experience turning complex issues

into efficient and effective solutions.

Strengths include developing and mentoring diverse

workforces, improving processes, analyzing

business needs and creating the solutions

required— with a focus on technology.

– Best practices for professionalism.

– Dealing with difficult situations.

– Customer confidential material.

PACE-IT.

Use the appropriate language.

Avoid the use of jargon

and acronyms.

The level of technical detail should

be suited to the customer’s level of

knowledge. Take the time to explain

terms when required.

Maintain a positive attitude.

A positive attitude goes

a long way.

You’re the one who gets to choose

your attitude. A positive attitude

goes a long way toward making the

customer feel better about a bad

situation.

Listen.

Listen carefully and

don’t interrupt.

A good technique is to restate the

problem or issue in your own words

to ensure that there is proper

understanding.


Be culturally sensitive.

Your words and actions

may offend—be aware.

Different cultures have different

taboos in the workplace. The wise

technician knows this and adapts to

the situation.

Be on time.

Be respectful and don’t

be late.

Eight o’clock doesn’t mean 8:05. If

being late is going to be

unavoidable, call or notify the

customer as soon as possible.

Avoid distractions.

Focus on the customer’s

problem or issue.

You are there to resolve the

customer’s issue or problem, not to

do anything else.


Avoid distractions.

Silence your cell phone.

Why irritate the customer by taking

unnecessary phone calls. When

dealing with customers, leave your

cell phone in your pocket on silent

mode.

Avoid distraction.

Co-workers can be a

source of distraction.

Minimize the interruption by your co-

workers by letting them know you

are busy. Focus on the issues at

hand.

Avoid distractions.

Personal interruptions

should occur rarely.

Your personal issues have nothing

to do with resolving the customer’s

issues.


– Avoid arguing or being defensive.» No one wins an argument; they only lose.

» Being defensive closes down opportunities to improve.

– Don’t minimize customer problems.» The problems are of major importance to them.

» Their issues are yours to resolve.

– Avoid being judgmental.» They don’t have your knowledge; if they did, you wouldn’t be

there.

» No one likes being judged; be respectful and courteous.

– Clarify the customer’s statements.» Ask open ended questions (not yes or no questions).

» Narrow the scope; focus on the real problem, rather than the

symptoms.

» Stay focused on resolving the problem.


– Set and meet expectations to help avoid

difficult situations.» If applicable, offer different repair and/or replacement options.

• Can concern amount of cost.

• Can concern amount of time.

» Provide proper documentation.

• Document the repair process thoroughly.

• Document services provided thoroughly.

» Properly communicate the process.

• The customer should always know at which point in the

process the fix is.

• There should be no surprises for the customer.

» Follow up to verify satisfaction.

• Whenever possible, check back with the customer at a later

date.


– Remember, the data is not yours.» Return it to the owner when found.

» Unless directed by the owner, you should not go through it.

– Don’t talk about it.» Discretion is key.

• A lack of discretion can lead to termination or, in some cases,

even prosecution.

– Give customers an opportunity to save

their data.» While a reboot will solve many problems, it can create some as

well.



Avoid the use of jargon and technical terms. Always maintain a positive

attitude. Listen carefully and avoid interrupting. Be culturally sensitive to

those around you. Be respectful and be on time. Strive to avoid all

distractions.

Topic

Best practices for

professionalism.

Summary

Avoid arguments and being defensive or judgmental. Do not minimize the

problem. Clarify customer statements. A good method of dealing with

difficult situations is to avoid them by setting clear expectations. Offer

different options when appropriate. Provide proper documentation and clear

communication. Always follow up.

Dealing with difficult

situations.

Remember that the data is not yours; return it to the owner when you find it.

Discretion is a major key in dealing with confidential material. Always give

customers an opportunity to save their data.

Customer confidential

material.

THANK YOU!

This workforce solution was 100 percent funded by a $3 million grant awarded by the

U.S. Department of Labor's Employment and Training Administration. The solution was

created by the grantee and does not necessarily reflect the official position of the U.S.

Department of Labor. The Department of Labor makes no guarantees, warranties, or

assurances of any kind, express or implied, with respect to such information, including

any information on linked sites and including, but not limited to, accuracy of the

information or its completeness, timeliness, usefulness, adequacy, continued availability

or ownership. Funded by the Department of Labor, Employment and Training

Administration, Grant #TC-23745-12-60-A-53.

PACE-IT is an equal opportunity employer/program and auxiliary aids and services are

available upon request to individuals with disabilities. For those that are hearing

impaired, a video phone is available at the Services for Students with Disabilities (SSD)

office in Mountlake Terrace Hall 159. Check www.edcc.edu/ssd for office hours. Call

425.354.3113 on a video phone for more information about the PACE-IT program. For

any additional special accommodations needed, call the SSD office at 425.640.1814.

Edmonds Community College does not discriminate on the basis of race; color; religion;

national origin; sex; disability; sexual orientation; age; citizenship, marital, or veteran

status; or genetic information in its programs and activities.

Pace it communication-and_professionalism_sw_nm

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