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Customer Service Skills for IT Professionals - Soft Skills
In this learning activity you'll be introduced to soft skills, or people skills, needed by all IT professionals.
Listening: Comprehension and Recall
Learners practice their comprehension and recall skills while listening to narration on listening skills. Sound required.
By Rosie Bunnow
Communicating in the Workplace
Compare the behaviors and situations that interfere with effective communication in the workplace with those that enhance listening skills and career performance.
Delivery Dilemma
Learners practice their communication skills in this scenario by reading a map, listening to traffic reports, and writing directions for a new delivery route. This activity has audio content.
By Rosie Bunnow
Math Reasoning: The Parts Room
Learners apply math problem-solving skills in a workplace simulation. This learning object has audio content.
Customer Service Skills for IT Professionals - Engaging the Customer
In this learning activity you'll explore four ways to engage your customers and improve your customer service skills.
Math Reasoning: Buying the Paint
Listening on the Job
Learners compare the behaviors and situations that interfere with listening on the job with those that enhance listening skills and job performance.
Customer Service Skills for IT Professionals - Controlling the Conversation
In this learning activity you'll practice your customer service skills in a number of IT real world job scenarios.
Scenario for Problem Solving: Combining Deliveries I
Scenario: Returning the Call
I'm Sorry: The Art of Apologizing
Learners rank the effectiveness of various apologies and evaluate how well these apologies resolve conflict. This activity has audio content.
By Rosie Bunnow
Solve Problems with POWER
Scenario: The Walkathon
Scenario for Directions: Delivery Sequence
Critical Thinking: Applying Analysis Steps to a Situation (Screencast)
The learner reviews steps in analyzing a process and applies them to a situation in his/her own work or personal life.
By Rosie Bunnow
Responding to Sexual Harassment
Learners follow the progression of a sexual harassment situation and recount the steps the victim took to deal with the problem.
By Rosie Bunnow
Hello, May I Help You?
Learners access information on telephone techniques in the workplace and create customer focused responses.
By Rosie Bunnow
Workplace Ethics: Enforcing Rules
This interactive study guide will help students to identify recommended processes for enforcing rules on a work team.
