CompTIA A_ Certification All-In-One Exam Guide, Seventh Edition - Michael Meyers [20]
Sensitivity
Sensitivity is the ability to appreciate another’s feeling and emotions. Sensitivity requires observing others closely, taking time to appreciate their feelings, and acting in such a way that makes them feel comfortable. I’ve rarely felt that technicians I’ve met were good at sensitivity. The vast majority of nerds I know, including myself, tend to be self-centered and unaware of what’s going on around them. Let me give you a few tips I’ve learned along the way.
Understand that the customer is paying for your time and skills. Also understand that your presence invariably means something is wrong or broken, and few things make users more upset than broken computers. When you are “on the clock,” you need to show possibly very upset customers that you are giving their problem your full attention. To do this, you need to avoid distractions. If you get a personal call, let it roll over to voicemail. If you get a work-related call, politely excuse yourself, walk away for privacy, and keep the call brief. Never talk to coworkers in a place where your customer can hear. Never speak badly of a customer; you never know where you’ll run into them next.
Last, be culturally sensitive. We live in a diverse world of races, religions, etiquettes, and traditions. If a customer’s religious holiday conflicts with your work schedule, the customer wins. If the customer wants you to take off your shoes, take them off. If the customer wants you to wear a hat, wear one. When in doubt, always ask the customer for guidance.
Communication
When you deal with users, managers, and owners who are frustrated and upset because a computer or network is down and they can’t work, your job requires you to take on the roles of detective and psychologist. Talking with frazzled and confused people and getting answers to questions about how the PC got into the state it’s in takes skill. Communicating clearly and effectively is important. Plus, you need to follow the rules of tech-person decorum, acting with personal integrity and respect for the customer. Finally, use assertive communication to empathize with and educate the user. Great techs spend the time needed to develop these essential skills.
Assertive Communication
In many cases, a PC problem results from user error or neglect. As a technician, you must show users the error of their ways without creating anger or conflict. You do this by using assertive communication. Assertive communication isn’t pushy or bossy, but it’s also not the language of a pushover. Assertive communication first requires you to show the other person that you understand and appreciate the importance of his feelings. Use statements such as “I know how frustrating it feels to lose data” or “I understand how infuriating it is when the network goes out and you can’t get your job done.” Statements like these cool off the situation and let customers know you are on their side. Avoid using the word “you,” as it makes you sound accusatory.
The second part of assertive communication is making sure you state the problem clearly without accusing the user directly: “Not keeping up with defragmenting your hard drive slows it down,” or “Help me understand how the network cable keeps getting unplugged during your lunch hour.” Last, tell the user what you need to prevent this error in the future. “Please call me whenever you hear that buzzing sound,” or “Please check the company’s approved software list before installing anything.” Always use “I” and “me,” and never make judgments. “I can’t promise the keyboard will work well if it’s always getting dirty” is much better than “Stop eating cookies over the keyboard, you slob!”
Respectful Communication
The final key in communicating with users revolves around respect.