Section 6 - 2

SubSection 6 - 2
Please explain the components below and include pictures (make sure you cite correctly).

Communication Skills and Professionalism
    • Communication Skills

      • How you present yourself in front of people and how you act.
      • Use proper language - avoid jargon, acronyms, slang
        1. Maintain a positive attitude
        2. Listen and do not interrupt a customer
        3. Be courteous to the customer
        4. Be culturally sensitive
        • Be on time

          • Remember To be on time to your work site
            • Contact the costumer if your going to be late
            • But if you are late tell the costumer the truth and apologize
        • Avoid Distractions & Dealing with a difficult customer or situation

          • Learning how to avoid or ignore you cellphone when at a customers house
          • If the customer is angry don't fight back just agree with what they say
          • Don't start an argument with the customer
          • Don't think that the customer won't know what your are talking about
          • Avoid being judgmental to the customer
          • Understand the customer situation
          • Always ask the costomer questions about what has happened to the computer and what have they done to the computer rencently.
          • ALWAYS document what you do on the computer, and also document that the costomer say also say.
        • Set and meet expectations / timeline and communicate status with the customer

          • Offer repair sevice / replace pieces if needed
          • Show the correct documentation on the task at hand
          • Make use you keep up with the customer/ make a later date to make sure that everything with the user is fine

The non-verbal presentation factors are:

  • Voice: This implies the tone - sarcastic or sincere; warm or cold; rich and expressive; or dull and flat. The other voice aspect is the volume - shouting, barely audible or medium volume.
                  • Presentation Skills for Business Professionals

      • Speech pattern: slow, hesitant, fast, jerky, abrupt or even-steady pace.
        • (In different area's of the world people have different ways at look at you, like your facial expression, Eye contact, Gestures etc.)
          Facial expression: This includes:
          The brow/forehead: Wrinkled or smooth
          Eyebrows: wrinkled or smooth
          Jaw/mouth region: firm or relaxed
        • It is essential that people understand the potential problems of cross-cultural communication, and make a conscious effort to overcome these problems.
        • "The key to effective cross-cultural communication is knowledge. First, it is essential that people understand the potential problems of cross-cultural communication, and make a conscious effort to overcome these problems. Second, it is important to assume that one’s efforts will not always be successful, and adjust one’s behavior appropriately".
        • Eye contact:

          Whether the speaker is looking at the listener/audience being addressed.
        • Gestures:

          This includes the hand movements such as: hand-wringing, open hand movements, finger pointing, fist thumping, etc.
        • Postures:

          This is important, as it shows how interested the speaker or listener is.
        • Body Movement:

          This includes the movement of the body such as shrugs and shuffles, arms crossed or left lose, strides or standing in one position.
        • (

Created By: Ishmael Bazemore