A remote support technician is assisting a user who is frustrated because an email client error is preventing them from sending critical business documents. Which TWO of the following actions demonstrate proper professional communication and user interaction principles in this scenario?
- Actively listen without interrupting while the user explains their situation, and clarify the issue using clear, non-technical languageAnswer
- BExplain the technical underlying cause using detailed network protocol acronyms to demonstrate technical competency
- Set realistic expectations regarding the resolution timeframe and provide periodic updates during the troubleshooting processAnswer
- DTake remote control of the user's screen without warning or explanation to complete the troubleshooting steps faster
Answer
The technician should actively listen without interrupting while clarifying the issue in non-technical terms, and set realistic expectations while providing periodic updates during troubleshooting.
Professional communication guidelines for IT technicians emphasize active listening, avoiding jargon, maintaining proper tone, setting clear expectations, and obtaining user permission before taking control of systems. Listening actively without interrupting and communicating in clear language establishes rapport and clarifies the problem. Providing periodic updates and setting realistic expectations keeps the user informed and manages stress effectively.
Step-by-Step Solution
Key Concept
Professional Communication Best Practices
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