The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills
暫譯: IT專業人士的商業與溝通指南：CompTIA A+軟技能的實務方法
Steven Johnson
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商品描述
Description:
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
- Deal with an angry customer and best resolve the situation
- Handle any problem while conveying strong professional and ethical behavior
- Understand some of the most difficult aspects of human interaction
- Learn how to manage by using fundamental leadership skills, including discipline, delegation, and mentoring
- Express yourself using active and passive communication
- Communicate in a multicultural environment
- Offer either direct or indirect explanations when responding to an issue
- Prepare for the soft skills questions on the CompTIA A+ exams
Table of contents:
Introduction.
Chapter 1 Interacting with Customers.
Chapter 2 Working with Professionals.
Chapter 3 Using Proper Phone Techniques.
Chapter 4 Security in Communication.
Chapter 5 Workplace Communication and Practices.
Chapter 6 Leadership in IT.
Chapter 7 Communication in the Real World.
Index.
商品描述(中文翻譯)
**描述：**
**獲得職業成功所需的溝通技巧**
越來越多的公司現在要求其IT專業人員具備強大的溝通和客戶服務技能。獲得這些軟技能是IT領域中至關重要的組成部分，以至於新的CompTIA A+考試中包含了大量相關問題。本書獨特之處在於它不僅為考試做準備，還深入探討您在企業、零售和遠端支援環境中將面臨的問題。
您如何應對憤怒的客戶？您如何進行優先排序？本書提供了五十多個場景，描繪了典型的工作場所情況、可能的回應以及適當的解決方案來指導您。通過這種方法，您將獲得成為團隊合作者的寶貴見解，並學習與同事和客戶更有效溝通的策略。
**在本書中，您將學習如何：**
- 獲得更強的工作場所溝通和人際交往技能
- 應對憤怒的客戶並最佳解決情況
- 在傳達強烈的專業和道德行為的同時處理任何問題
- 理解人際互動中一些最困難的方面
- 學習如何運用基本的領導技能進行管理，包括紀律、委派和指導
- 使用主動和被動溝通表達自己
- 在多元文化環境中進行溝通
- 在回應問題時提供直接或間接的解釋
- 為CompTIA A+考試中的軟技能問題做好準備
**目錄：**
引言。
第一章 與客戶互動。
第二章 與專業人士合作。
第三章 使用正確的電話技巧。
第四章 溝通中的安全性。
第五章 工作場所的溝通與實踐。
第六章 IT中的領導力。
第七章 現實世界中的溝通。
索引。
