Supporting IT Users Effectively

THE COURSE
This course will develop skills which will enable the delegates to communicate more effectively with IT users and deal with enquiries confidently and effectively. It will enable them to understand the needs of users, to develop a positive rapport, to handle difficult situations, to make appropriate judgements on next steps and to complete tasks in a friendly way. The style of the course is both participative and practical. Delegates learn in an active way through exercises which simulate user enquiries. They also draw on examples from their own experiences and by sharing and discussing these they can relate the lessons learnt to themselves and their own situations. This learning-by-doing approach is supported and complimented with concepts and guidance from the tutor, feedback from observers, and reviews of performance and results. Delegates are also given individual attention by the tutor to help them diagnose and learn about those aspects which are of particular personal significance to themselves.

WHO SHOULD ATTEND
This is a communications and customer services course specifically designed for people engaged in customer support within the computer industry. It is for people who handle both internal and external user enquiries and problems, in face-to face situations, at the customer's site, and/or via the telephone.

PRE-REQUISITES
An open mind and the motivation to learn.

COURSE TOPICS
INTRODUCTIONS
The Need for Introductions

SUPPORTING EFFECTIVELY
Some Definitions
Efficiency and Effectiveness
The Task/Process Balance
What it Means to Support Users Effectively

A USER-SATISFACTION SURVEY
What did They Say?
Why Organisations Lose their Customers
What is the Problem?
Where can we Improve?

UNDERSTANDING SELF
Self-Analysis
Understanding Self-Disclosure and the Blind Spot
Personality Profile
The Implications of the Personality Model
Communication Style Profile
Understanding Dominant Communication Styles
The Verbosity and Social Dimensions in Communication Style
Cultivating the Right Habits

DEVELOPING RAPPORT
Social Protocol
Importance of Small-Talk
Open and Closed Questioning
Reflective Questioning
Using the Mirroring Technique

ASSUMPTIONS
The Problem-Solving Model
Understanding the Support Role in the Context of Problem Definition and Analysis
Why we Make Assumptions
Questioning Assumptions
SPEAKING
How good a Speaker are You?
Speaking Profile
Use of Paraphrasing
Making the Correct Choice of Language
Importance of Tone in Face-to-Face Situations and over the Telephone

LISTENING
How Good a Listener are You?
Listening Profile
The Importance of Feedback
Dealing with Difficult Customers and Difficult Situations
When to Apologise
Understanding the Meaning Behind the Words
Use of Empathy

PERSONAL MANAGEMENT
The Importance of Personal Image and Vocabulary
Reading, Understanding and Making use of Body Language

STRESS MANAGEMENT
What is Stress?
The Fight or Flight Response
Recognising when Pressure becomes Stress
Managing Stress
Some Coping Strategies

REMEMBERING IT ALL
The SCIENCE Acronym

CHANGE
The Treasure Map
Cultivating a Habit
Putting it into Practice