Examkin

Question

Difficulty: EasyProfessional Communication and User Interaction

An IT technician has just finished resolving a network configuration issue on a workstation. The user expresses frustration and asks for an explanation of what went wrong, noting that they do not understand complex computer terms. Which of the following actions demonstrates the most professional communication practice?

  1. Summarize the issue and resolution using plain, non-technical language while avoiding IT acronyms.Answer
  2. B
    Provide a detailed technical breakdown of TCP/IP settings and command-line switches to demonstrate expertise.
  3. C
    Tell the user that technical details are unnecessary for them to understand and quickly close the ticket.
  4. D
    Explain that the failure was caused by user error and advise them to be more careful in the future.

Answer

Summarize the issue and resolution using plain, non-technical language while avoiding IT acronyms.
When communicating with users who have limited technical knowledge, technicians should explain problems and solutions in plain language, avoiding acronyms and technical jargon. This ensures the user understands the outcome and feels respected.

Step-by-Step Solution

1
Assess the user's communication needs
Identify that the user explicitly stated they do not understand complex technical terminology.
Effective communication requires tailoring the explanation to the audience's level of technical knowledge.
2
Select the appropriate communication approach
Choose plain language, clear explanations, and avoid unnecessary jargon or acronyms.
CompTIA professional standards emphasize active listening, maintaining proper tone, avoiding jargon, and treating customers with respect.

Key Concept

Professional Communication and User Interaction
Rate this question

Topics

Professional Communication and User Interaction

More questions from this topic