The fact that there has been no discussion on this topic until now emphasizes the severity of the problems discussed. If this article had been on setting up one of the services listed by acronym above there would be numerous replies here by now.
As IT professionals, we all too often fall for technology for the sake of technology. Our real function is to assist "real" work getting accomplished. It is only through soft skills that our customers and us can communicate (take this to directly relate to GET PAID)
Discussion on:
View:
Show:
As part of a career change, I've been attending community college part-time to obtain an Associate's Degree in Network Administration. After much thought and a conference with my wife, I changed my major to Management. I find the degree plan much more interesting and the soft skills I stand to gain will make me more "transferrable", wherever I go.
Two of these can be handled with a single course... OK Laugh hard - but I found the Dale Carnegie's "How to win friends and influence people" - training was an excellent starting point. For communications ...
It starts off with - Active listening - and goes into public speaking and communications.. How to give a presentation - How to present your ideas - and all in a non-judgemental environment...
I would recommend this course for all IT staffers...
It starts off with - Active listening - and goes into public speaking and communications.. How to give a presentation - How to present your ideas - and all in a non-judgemental environment...
I would recommend this course for all IT staffers...
One suggestion I give to people regarding the strengthening of writing and communication skills is to read. I tell them to read good writers, writers of literary status. Reading books that explain difficult concepts clearly, or simply use the language well, can really help technical people to become more articulate and to be better writers.
While the idea of joining committees is well taken it isn't for everyone - particularly if you work in a small outfit where you're the IT/IS/Helpdesk/Webmaster, etc. I suggest just getting out and walking around the shop. You'll be surprised how many issues you find out about once you become a bit more accessible. And for goodness' sake, smile!
Talk to people, yuck, that is why I got into computers. It must be something to do with System Administration that makes us anti-social. I don't know about most of you but those skills are drilled into if you happened to work in a call center at any point in your career. There are a whole lot of other ones:
Speak in a positive words and phrases. Try to get to the root of the problem as quickly as possible and dive into fixing it. Calm them down it is not the end of the world.
Tell then what you can do for them not what you can't
Instead of giving instructions try to make it like a conversation. Most of us fall into the click here, here, and here mentality
Make their day. Have fun. Speak politely and at a reading paceI try to picture like I am giving instructions to my Mom no matter how many times they screw it up or type the command wrong just smile and laugh silently. No matter how frustrating they are never let them hear it.
Try to empathize with them without sympathizing with them
The list goes on and on but this is a good start. Good luck!
Speak in a positive words and phrases. Try to get to the root of the problem as quickly as possible and dive into fixing it. Calm them down it is not the end of the world.
Tell then what you can do for them not what you can't
Instead of giving instructions try to make it like a conversation. Most of us fall into the click here, here, and here mentality
Make their day. Have fun. Speak politely and at a reading paceI try to picture like I am giving instructions to my Mom no matter how many times they screw it up or type the command wrong just smile and laugh silently. No matter how frustrating they are never let them hear it.
Try to empathize with them without sympathizing with them
The list goes on and on but this is a good start. Good luck!
I would concur wholeheartedly with these comments. I came to IT from a Liberal Arts background in languages. That education has helped me immeasureably in the non-technical aspects of my job. It has even helped me technically because that is really how I learned how to analyse.
This issue cuts both way, however. The other half of the problem is that too many corporations tolerate poor and slovenly communications skills.
This issue cuts both way, however. The other half of the problem is that too many corporations tolerate poor and slovenly communications skills.
In my experience in help desk support I have found that there is one invaluable practice that will gain you a lot of brownie points with your users. . . following up after you get the job done. Often enough many of us get a call, visit the user, fix the problem (without showing them how to do it themselves), say good bye and leave. This is not a way to build raport with a fellow associate. Instead chat with them while you fix their issue and if it's something they can learn to do with no risk, then show them how to do it if they're interested. Remembering their name and giving them a call back a couple of hours later or the next day is the best thing you can do. Not only will they express gratitude, but they will be more likely to call when they have problems because they feel their IT personnel care and are available. Often fixing what seems to be a frivalous problem to a technical person, can seem like the most incredible thing to a layman and although some of us may not thinkso it can really brighten their day.
Is anyone aware of any case studies or factual eveidence supporting the need for social skills training for technical people?
I'm interested because I want to offer sales, presentation, negotiation and customer relations skills specifically for technical people but I have no hard data to show an IT manager that this kind of training is worth the time or money.
I'm interested because I want to offer sales, presentation, negotiation and customer relations skills specifically for technical people but I have no hard data to show an IT manager that this kind of training is worth the time or money.
Hi,
I literally posted an article on my blog about the importance of Soft Skills about 10 minutes ago (http://jonathan-barnes.co.uk/hard-skills-vs-soft-skills/).
I wish I'd read your article earlier as the one I have written is based on my observations whilst working in a Web Development company.
You make some really interesting points!
This is a great summary of very real problems and their solution.
A great read!
Thanks
Jon
I literally posted an article on my blog about the importance of Soft Skills about 10 minutes ago (http://jonathan-barnes.co.uk/hard-skills-vs-soft-skills/).
I wish I'd read your article earlier as the one I have written is based on my observations whilst working in a Web Development company.
You make some really interesting points!
This is a great summary of very real problems and their solution.
A great read!
Thanks
Jon
Hmm i also accept the same.Ist true actually
- Keyboard Shortcuts:
- Prev
- Next
- Toggle
