IT Professional's Business and Communications Guide
A Real-World Approach to CompTIA A+ Soft Skills
Häftad, Engelska, 2007
209 kr
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Fri frakt för medlemmar vid köp för minst 249 kr.Get the communication skills you need for career success with this unique book. Preparing you for exams and beyond, the valuable content delves into the issues that you’ll face in corporate, retail, and remote support environments. The book offers more than fifty scenarios depicting typical workplace situations, possible responses-and appropriate solutions to guide you. With this approach, you’ll gain valuable insight into becoming a team player and learn strategies to communicate more effectively with coworkers and customers.
Produktinformation
- Utgivningsdatum2007-05-08
- Mått188 x 234 x 13 mm
- Vikt417 g
- FormatHäftad
- SpråkEngelska
- Antal sidor240
- FörlagJohn Wiley & Sons Inc
- ISBN9780470126356
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Steven Johnson, A+, i-Net+, and CWNP, is the managing editor for PrepLogic, a leading training provider focusing on IT certification preparation. As a consultant, he also concentrates on a variety of IT certifications, including Microsoft and Cisco.
- Introduction xxviiChapter 1 Interacting with Customers 1The Angry Customer 2Scenario 3Background 3Overview 3Key Concepts 4Resolution 5Skills for the A+ Exam 6Rude and Ruder 6Scenario 7Background 7Overview 8Key Concepts 8Resolution 9Skills for the A+ Exam 10Impatience: Not Quite a Virtue 11Scenario 11Background 11Overview 12Key Concepts 12Resolution 13Skills for the A+ Exam 14Assertive Intelligence 15Scenario 15Background 15Overview 16Key Concepts 16Resolution 16Skills for the A+ Exam 17The Challenged Customer 18Scenario 18Background 18Overview 19Key Concepts 19Resolution 20Skills for the A+ Exam 20A Quiet Case 21Scenario 21Background 21Overview 22Key Concepts 22Resolution 23Skills for the A+ Exam 23Easing Tension 24Scenario 24Background 24Overview 25Key Concepts 25Resolution 26Skills for the A+ Exam 26Summary 27Chapter 2 Working with Professionals 29The Inquisitive Coworker 30Scenario 30Background 31Overview 31Key Concepts 32Resolution 33Skills for the A+ Exam 33Dealing with Sexual Harassment 33Scenario 34Background 34Overview 35Key Concepts 35Resolution 36Skills for the A+ Exam 37The Lazy Worker 38Scenario 38Background 38Overview 38Key Concepts 39Resolution 40Skills for the A+ Exam 41An Issue of Trust 41Scenario 41Background 42Overview 42Key Concepts 42Resolution 43Skills for the A+ Exam 43Working with Your Manager 44Scenario 44Background 44Overview 45Key Concepts 45Resolution 46Skills for the A+ Exam 46The Technical Professional 47Scenario 47Background 48Overview 48Key Concepts 48Resolution 49Skills for the A+ Exam 49The Business Professional 50Scenario 50Background 50Overview 51Key Concepts 51Resolution 52Skills for the A+ Exam 53Summary 53Chapter 3 Using Proper Phone Techniques 55Focusing Distraction 56Scenario 56Background 57Overview 57Key Concepts 57Resolution 58Skills for the A+ Exam 59Comforting a Crier 59Scenario 59Background 60Overview 60Key Concepts 61Resolution 62Skills for the A+ Exam 62Handling Offense 63Scenario 63Background 63Overview 64Key Concepts 64Resolution 65Skills for the A+ Exam 67Soothing Frustration 67Scenario 67Background 68Overview 68Key Concepts 68Resolution 69Skills for the A+ Exam 70Creating Satisfaction 70Scenario 71Background 71Overview 72Key Concepts 72Resolution 73Skills for the A+ Exam 73Callers with Accents 74Scenario 74Background 75Overview 75Key Concepts 75Resolution 76Skills for the A+ Exam 76Interoffice Phone Conversations 77Scenario 77Background 77Overview 78Key Concepts 78Resolution 79Skills for the A+ Exam 79Summary 80Chapter 4 Security in Communication 81Ethics in Security 82Scenario 82Background 83Overview 83Key Concepts 83Resolution 84Skills for the A+ Exam 85What Can I Throw Away? 86Scenario 86Background 87Overview 87Key Concepts 88Resolution 89Skills for the A+ Exam 89Confiding in Your Superiors 90Scenario 90Background 91Overview 91Key Concepts 91Resolution 93Skills for the A+ Exam 93Caution with Coworkers 94Scenario 94Background 94Overview 95Key Concepts 95Resolution 96Skills for the A+ Exam 96What If It Isn’t My Customer’s Computer? 97Scenario 97Background 97Overview 98Key Concepts 98Resolution 99Skills for the A+ Exam 100Phone and E-mail Security 100Mini-Scenario 1 100Mini-Scenario 2 101Mini-Scenario 3 101Mini-Scenario 4 102Resolution 102Skills for the A+ Exam 102Social Engineering 103Scenario 103Background 103Overview 104Key Concepts 104Resolution 105Skills for the A+ Exam 106Summary 106Chapter 5 Workplace Communication and Practices 107Slang and Vernacular 108Scenario 108Background 109Overview 109Key Concepts 110Resolution 111Skills for the A+ Exam 111Gender Barriers 112Scenario 112Background 113Overview 113Key Concepts 114Resolution 115Skills for the A+ Exam 116Conflicts 116Scenario 116Background 117Overview 118Key Concepts 118Resolution 121Skills for the A+ Exam 122Tone and Mood 122Scenario 122Background 123Overview 123Key Concepts 123Resolution 125Skills for the A+ Exam 126Teamwork 126Scenario 126Background 127Overview 127Key Concepts 128Resolution 129Skills for the A+ Exam 129Staying Appropriate 130Scenario 130Background 131Overview 131Key Concepts 131Resolution 133Skills for the A+ Exam 133Apologizing 134Scenario 134Background 135Overview 135Key Concepts 135Resolution 137Skills for the A+ Exam 137Summary 137Chapter 6 Leadership in IT 139Authority 140Method 1: Threat of Authority 141Method 2: Creating Purpose 142Resolution 143Discipline 143Scenario 144Background 145Overview 145Key Concepts 146Resolution 148Delegation 149Scenario 149Background 150Overview 150Key Concepts 151Resolution 152Mentoring 153Scenario 153Background 154Overview 154Key Concepts 155Resolution 156Fraternization 157Scenario 158Background 158Overview 159Key Concepts 159Resolution 161Micromanagement 161Scenario 162Background 163Overview 163Key Concepts 164Resolution 165Feedback 166Scenario 166Background 167Overview 167Key Concepts 167Resolution 169Bonus Questions 169Bonus Question 1 169Bonus Question 2 170Summary 170Chapter 7 Communication in the Real World 173Plugged In 174Key Concepts 176Resolution 176Being “CAT”ty 177Key Concepts 178Resolution 179Dialing Out 179Key Concepts 180Resolution 181Persuasion 181Key Concepts 182Resolution 184Administration by Majority 184Key Concepts 185Resolution 186Packet What? 186Key Concepts 187Resolution 188Spies Among Us 188Key Concepts 189Resolution 190Summary 190Index 193