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The IT Professional's Business and Communications Guide
Cover of The IT Professional's Business and Communications Guide
The IT Professional's Business and Communications Guide
A Real-World Approach to CompTIA A+ Soft Skills
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Get the communication skills you need for career success with this unique book. Preparing you for exams and beyond, the valuable content delves into the issues that you'll face in corporate, retail, and remote support environments. The book offers more than 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.

Get the communication skills you need for career success with this unique book. Preparing you for exams and beyond, the valuable content delves into the issues that you'll face in corporate, retail, and remote support environments. The book offers more than 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.

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  • Library copies:
    1
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Recommended for you

About the Author-
  • Steven Johnson, A+, i-Net+, and CWNP, is the managing editor for PrepLogic, a leading training provider focusing on IT certification preparation. As a consultant, he also concentrates on a variety of IT certifications, including Microsoft and Cisco.

Table of Contents-
  • Introduction xxvii

    Chapter 1 Interacting with Customers 1

    The Angry Customer 2

    Scenario 3

    Background 3

    Overview 3

    Key Concepts 4

    Resolution 5

    Skills for the A+ Exam 6

    Rude and Ruder 6

    Scenario 7

    Background 7

    Overview 8

    Key Concepts 8

    Resolution 9

    Skills for the A+ Exam 10

    Impatience: Not Quite a Virtue 11

    Scenario 11

    Background 11

    Overview 12

    Key Concepts 12

    Resolution 13

    Skills for the A+ Exam 14

    Assertive Intelligence 15

    Scenario 15

    Background 15

    Overview 16

    Key Concepts 16

    Resolution 16

    Skills for the A+ Exam 17

    The Challenged Customer 18

    Scenario 18

    Background 18

    Overview 19

    Key Concepts 19

    Resolution 20

    Skills for the A+ Exam 20

    A Quiet Case 21

    Scenario 21

    Background 21

    Overview 22

    Key Concepts 22

    Resolution 23

    Skills for the A+ Exam 23

    Easing Tension 24

    Scenario 24

    Background 24

    Overview 25

    Key Concepts 25

    Resolution 26

    Skills for the A+ Exam 26

    Summary 27

    Chapter 2 Working with Professionals 29

    The Inquisitive Coworker 30

    Scenario 30

    Background 31

    Overview 31

    Key Concepts 32

    Resolution 33

    Skills for the A+ Exam 33

    Dealing with Sexual Harassment 33

    Scenario 34

    Background 34

    Overview 35

    Key Concepts 35

    Resolution 36

    Skills for the A+ Exam 37

    The Lazy Worker 38

    Scenario 38

    Background 38

    Overview 38

    Key Concepts 39

    Resolution 40

    Skills for the A+ Exam 41

    An Issue of Trust 41

    Scenario 41

    Background 42

    Overview 42

    Key Concepts 42

    Resolution 43

    Skills for the A+ Exam 43

    Working with Your Manager 44

    Scenario 44

    Background 44

    Overview 45

    Key Concepts 45

    Resolution 46

    Skills for the A+ Exam 46

    The Technical Professional 47

    Scenario 47

    Background 48

    Overview 48

    Key Concepts 48

    Resolution 49

    Skills for the A+ Exam 49

    The Business Professional 50

    Scenario 50

    Background 50

    Overview 51

    Key Concepts 51

    Resolution 52

    Skills for the A+ Exam 53

    Summary 53

    Chapter 3 Using Proper Phone Techniques 55

    Focusing Distraction 56

    Scenario 56

    Background 57

    Overview 57

    Key Concepts 57

    Resolution 58

    Skills for the A+ Exam 59

    Comforting a Crier 59

    Scenario 59

    Background 60

    Overview 60

    Key Concepts 61

    Resolution 62

    Skills for the A+ Exam 62

    Handling Offense 63

    Scenario 63

    Background 63

    Overview 64

    Key Concepts 64

    Resolution 65

    Skills for the A+ Exam 67

    Soothing Frustration 67

    Scenario 67

    Background 68

    Overview 68

    Key Concepts 68

    Resolution 69

    Skills for the A+ Exam 70

    Creating Satisfaction 70

    Scenario 71

    Background 71

    Overview 72

    Key Concepts 72

    Resolution 73

    Skills for the A+ Exam 73

    Callers with Accents 74

    Scenario 74

    Background 75

    Overview 75

    Key Concepts 75

    Resolution 76

    Skills for the A+ Exam 76

    Interoffice Phone Conversations 77

    Scenario 77

    Background 77

    Overview 78

    Key Concepts 78

    Resolution 79

    Skills for the A+ Exam 79

    Summary 80

    Chapter 4 Security in Communication 81

    Ethics in Security 82

    Scenario 82

    Background 83

    Overview...

Title Information+
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    Wiley
  • Kindle Book
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Digital Rights Information+
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The IT Professional's Business and Communications Guide
The IT Professional's Business and Communications Guide
A Real-World Approach to CompTIA A+ Soft Skills
Steven Johnson
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