An IT support technician receives a phone call from a non-technical employee who is unable to access an internal company website. The employee appears confused and frustrated by various network error messages appearing on the screen. Which of the following is the most appropriate initial communication action for the technician to take?
- Ask open-ended questions using plain, non-technical language to clarify the symptoms without interrupting the user.Cevap
- BInstruct the user to immediately execute a series of command-line diagnostic utilities while explaining the underlying TCP/IP OSI layer models.
- CAssume the user is experiencing a vishing attack and instruct them to hang up and report the incident to security management immediately.
- DInterrupt the user to state that the problem is a server failure and end the call to begin server repairs without further discussion.
Cevap
Asking open-ended questions using plain, non-technical language to clarify symptoms without interrupting the user.
When communicating with non-technical users, CompTIA guidelines emphasize active listening, avoiding jargon and acronyms, avoiding interruptions, and maintaining a professional, reassuring tone. Asking open-ended questions in plain language allows the technician to gather accurate information while keeping the user comfortable.
Adım Adım Çözüm
Anahtar Kavram
Professional Interpersonal Communication and Avoiding Acronyms/Jargon