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.

Product Details

• Amazon Sales Rank: #96368 in Books
• Published on: 2007-04-30
• Original language: English
• Number of items: 1
• Binding: Paperback
• 240 pages

Features

• ISBN13: 9780470126356
• Condition: USED - VERY GOOD
• Notes:
• Click here to view our Condition Guide and Shipping Prices

From the Back Cover

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

About the Author
Steven Johnson, A+, i-Net+, and CWNP, is the managing editor for PrepLogic, a leading training provider focusing on IT certification preparation. As a consultant, he also concentrates on a variety of IT certifications, including Microsoft and Cisco.

Customer Reviews

A how-to guide for workplace success
Few things matter more when it comes to getting ahead in life in general--and the workplace in particular--than politics and perception. Navigating the sometimes murky morass of office politics has been a struggle for me, and I believe, many other IT professionals. This book has helped me immensely in this area.

Even if your problem area isn't in office politics, "The IT Professional's Business and Communications Guide" is a priceless "how-to" for everything ranging from dealing with rude customers to tactfully handling the angry person on the other end of the helpdesk line. My favorite chapter was the one which gives simple but priceless tips on grasping and effectively using IT team leadership.

Let's face it, most of us are geeks. It's a term that many of us bear with pride. Unfortunately, as geeks, we often haven't placed as much emphasis on social networking as we have on Cisco networking.

This book helps, a lot.

A long overdue book.
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.

Must-Have book regardless of occupation
Very good book for those wanting to improve their people skills. Yes, technical skills are important, but people/communication skills are equally, if not more important. I read an interesting newsclip a while back, claiming almost 2/3 of hiring managers would rather have someone with good soft skills and somewhat weaker technical skills than the other way around. Why? Technical skills are usually easier to teach.

The book features good scenarios on dealing with different types of co-workers, managers, customers as well as harassment and politics. Strongly recommended regardless of career choice.