IT Service and Support/Communication Skills

This lesson introduces communication skills. Activities include.

Objectives and Skills
Objectives and skills for communication skills include:

Readings

 * 1)  Communication
 * 2)  Communications training
 * 3)  Business communication
 * 4)  Soft skills
 * 5)  Active listening
 * 6)  Nonverbal communication
 * 7)  Body language
 * 8)  Teamwork

Multimedia

 * Watch YouTube: Call Center Training - Phone Etiquette
 * View SlideShare: Developing Effective Communication Skills

Activities

 * 1) Research professional telephone communication skills.  Describe how to answer a call, place a call on hold, transfer a call, take a message, and complete a call.
 * 2) Use the  Discuss page to post comments and questions regarding this lesson.
 * 3) Review the  lesson summary,  key terms,  review questions and  flashcards below.

Key Terms

 * automatic call distributor
 * A device or system that distributes incoming calls to a specific group of terminals that customer service agents use.


 * empathy
 * The capacity to recognize emotions that are being experienced by another sentient or fictional being.


 * flexibility
 * The extent to which a person can cope with changes in circumstances and think about problems and tasks in novel, creative ways.


 * interpersonal skills
 * The skills a person uses to communicate and interact with others, including persuasion, active listening, delegation, and leadership.


 * private branch exchange (PBX)
 * A telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public.


 * proactivity
 * Anticipatory, change-oriented and self-initiated behavior acting in advance of a future situation, rather than reacting to it.