The IT Professional's Business and Communications Guide: A...

Features

• Cover Type: Paperback with 240 pages
• Published by: Sybex April 30, 2007
• Written in: English
• ISBN 10 Number: 0470126353
• ISBN 13 Number: 978-0470126356
• Book Dimensions: 9 x 7.3 x 0.6 inches
• Weighs: 11.2 ounces

Product Description
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.

Back Cover Copy


Get the communication skills you need for career success

More and more companies now require that their IT professionals have strong communication and customer service skills. Gaining these soft skills is such a critical component of IT that the new CompTIA A+ exams include a significant number of questions on this subject. This unique book prepares you for the exams and beyond as it delves into the issues that you'll face in corporate, retail, and remote support environments.

How do you deal with angry customers? How do you prioritize? The book presents over 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.

In this book you'll learn how to:

• Gain stronger communication and interpersonal skills for the workplace
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  Deal with an angry customer and best resolve the situation
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  Handle any problem while conveying strong professional and ethical behavior
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  Understand some of the most difficult aspects of human interaction
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  Learn how to manage by using fundamental leadership skills, including discipline, delegation, and mentoring
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  Express yourself using active and passive communication
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  Communicate in a multicultural environment
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  Offer either direct or indirect explanations when responding to an issue
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  Prepare for the soft skills questions on the CompTIA A+ exams

Reader Reviews
I have perused and read more than my fair share of A+ and other certification guides and none of them have given any thing more than lip-service to what is arguably the most important aspect of any service related profession: human relations. The "IT Professional's Business and Communications Guide" tackles this topic and its specific IT complexities head on. After a quick review, I found the information presented in an interesting and extremely readable fashion. The situational problems presented within aren''t just common-sense scenarios but interesting tactics to use in negotiating with the customer, the manager, or your fellow IT professional. Comment | | (Report this)