An IT support specialist receives an urgent phone call from an employee who is frustrated because a workstation application keeps freezing right before a critical project deadline. The employee speaks rapidly, interrupts frequently, and complains about past IT service delays. Which of the following actions demonstrates the most appropriate professional communication technique for the specialist to handle this situation?
- Actively listen to the employee without interrupting, acknowledge their concern with empathy, and clarify the problem using concise, non-technical language.Answer
- BImmediately interrupt the employee to explain that past service delays are irrelevant and advise them to submit a new ticket for Tier 2 escalation.
- CExplain in detail how background thread deadlocks and system pagefile allocation errors are causing the freeze to prove technical competence.
- DPlace the caller on speakerphone while attempting remote desktop controls so other technicians can assist with de-escalating the user.
Answer
Actively listen to the employee without interrupting, acknowledge their concern with empathy, and clarify the problem using concise, non-technical language.
The correct response prioritizes active listening, empathy, and clear, non-technical communication. By allowing the employee to speak fully and acknowledging their frustration without becoming defensive or using technical jargon, the technician effectively de-escalates the situation while gathering key troubleshooting details.
Step-by-Step Solution
Key Concept
De-escalation through active listening and professional communication standards
Estimated Time:1m 15s