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Home > Computers > Certification > The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills

The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills

by Johnson, Steven
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The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills
Get the communication skills you need for career success

More and more companies now require that their IT professionals have strong communication and customer service skills. Gaining these soft skills is such a critical component of IT that the new CompTIA A+ exams include a significant number of questions on this subject. This unique book prepares you for the exams and beyond as it delves into the issues that you'll face in corporate, retail, and remote support environments.

How do you deal with angry customers? How do you prioritize? The book presents over fifty scenarios depicting typical workplace situations, possible responses-and appropriate solutions to guide you. With this approach, you'll gain valuable insight into becoming a team player and learn strategies to communicate more effectively with coworkers and customers.

In this book you'll learn how to:

  • Gain stronger communication and interpersonal skills for the workplace
  • Deal with an angry customer and best resolve the situation
  • Handle any problem while conveying strong professional and ethical behavior
  • Understand some of the most difficult aspects of human interaction
  • Learn how to manage by using fundamental leadership skills, including discipline, delegation, and mentoring
  • Express yourself using active and passive communication
  • Communicate in a multicultural environment
  • Offer either direct or indirect explanations when responding to an issue
  • Prepare for the soft skills questions on the CompTIA A+ exams

Title of ebook: The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills
ISBN: 9780470176474
parent-ISBN: 9780470126356
Publisher: Sybex
Internet download file size: 18983 kb
Pages: 240
Published: 04-2007
Released online for download: 04-27-2007
Author of eBook: Johnson, Steven
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The IT Professional's Business and Communications Guide

A Real-World Approach to CompTIA A+ Soft Skills

Chapter One

Interacting with Customers

Before I can begin discussing any type of interoffice, general, or business communication, I have to point out one very important fact. This fact is that, whether you realize it or not, the foundation of all IT and general communication in the professional world is based on customer interaction. This is because a customer is much more than just a person you deal with in a retail environment. A customer is any person you interact with who could stand to grant you and your company potential benefits. This includes consumers, other businesses, service providers, consultants, and a myriad of other individuals.

Remember: A large potion of your exam is going to be on customer interaction, and it will probably involve situations that are similar to those listed here. It's a good idea to read about the interaction, collect your own thoughts on how the situation could best be resolved, and then take the suggestions and analysis into considerat ... read full excerpt from The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills ebook



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