CompTIA A+ Certification All-in-One Exam Guide, Exams 220-1001 & 220-1002

by Mike Meyers

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 can sound accusatory. The second part of assertive communication is making sure you state the problem clearly without accusing the user directly. Here’s an example: “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 Generally, IT folks support the people doing a company’s main business. You are there to serve their needs and, all things being equal, to do so at their convenience, not yours. You don’t do the user’s job, but you should respect that job and person as an essential cog in the organization. Communicate with users the way you would like them to communicate with you, were the roles reversed. Again, this follows the Ethic of Reciprocity. Don’t assume the world stops the moment you walk in the door and that you may immediately interrupt a c...