LearnKey Training

Communication Skills for IT Specialists Course

Communication Skills for IT Specialists Course

Communication Skills for IT Specialists Course

3 Sessions -
8 Hours of Interactive Training

The need for IT specialists who can effectively communicate with all types of users, as well as help organizations implement and manage their growing technological requirements, continues to grow. The Communication Skills for IT Specialists course helps you communicate successfully while managing projects and people within the IT industry. Expert Tom Carpenter covers all aspects of communication from understanding theory to conflict resolution and presentation styles, including scenarios that show how effective communication becomes a key advantage in today's IT environment.

  • Increase your earning potential with clear communication skills.
  • Top jobs go to IT specialists who communicate clearly.
  • Manage communications within your organization and IT department.

About The Author
Tom Carpenter is a trainer, consultant and author specializing in networking technologies and Microsoft solutions. Tom has written more than 15 books on topics ranging from Windows Server to wireless networking. He has trained more than 30,000 IT professionals since 1997 in face-to-face training classes and he has taught more than 60,000 through webinars and online training programs. He holds certifications with Microsoft, CompTIA and CWNP and is the current CTO for CWNP - the premiere 802.11 wireless administration certification program. With more than 20 years experience in the IT industry, Tom brings a wealth of experience to any training program.

Session 1

Section A: Importance of Communication Skills

  • Need for Improved Skills
  • Being a Powerful Communicator
  • Reducing Resistance
  • Improved Quality, Reduced Costs
  • Development Areas
  • Written Communication Skills
  • Communication Competency
  • Principles to Remember

Section B: Foundations of Effectiveness

  • Ideas and Theories
  • Relational Ability
  • Self-Management and Time Management
  • Learning Styles
  • Discipline
  • Technical Ability

Section C: Communications Theory

  • Communication Formulas
  • Communication Process
  • Three Perceived Elements
  • Tone of Voice
  • Body Language
  • Environment
  • Communication Roles

Section D: Assertiveness

  • Assertiveness Scale
  • Example of Behaviors
  • Benefits of Assertiveness
  • Making Assertiveness Happen

Section E: Listening Skills

  • Hindrances of Listening
  • Effective Listening
  • Seven Distractions
  • Five Listening Levels

Section F: Effective Listening Techniques

  • Empathy Listening
  • Seek Synergy
  • Five Steps of Listening
  • Asking Questions
  • Customer Service Principles

Section G: Personality Types

  • Four Motivations
  • Motivation Matrix
  • Complementing Personality Types

Section H: Conflict Resolution

  • Five Conflict Management Methods
  • Conflict Scenarios
  • Deciding How to Act

Session 2

Section A: Negotiation Skills

  • When to Negotiate
  • What is at Stake?
  • Who is Impacted?
  • Laws of Influence
  • Sources of Power
  • Persuasion vs. Manipulation
  • Before Negotiation

Section B: Negotiation Tips and Techniques

  • Asking ""What if?""
  • Structure the Message
  • Offer Options
  • Sally's Story
  • Asking ""What would make you happy?""
  • Carpet Story
  • The Seven Stages
  • Understanding Change

Section C: Translating Your Knowledge

  • Comparison Method
  • Contrast Method
  • Construction Method
  • Combination Method
  • Things to Remember

Section D: Accountability and Trust

  • Earning Trust and Building Rapport
  • Accountability Diagram
  • Five Steps to Trust
  • Trust Principles

Section E: Building Rapport

  • Three Rapport Elements
  • Use Their Names
  • Discover Their Interests
  • Let Them Talk
  • Pacing
  • Match Conversational Modalities

Section F: Repairing Damaged Relationships

  • R.E.L.A.T.E.
  • R = Reside
  • E = Express
  • L = Listen
  • A = Ask
  • T = Tell
  • E = Encourage

Section G: Effective Written Communications

  • Writing Principles
  • Getting Started
  • Main Idea
  • The Writing Process

Section H: Types of Writing

  • E-mails and Memos
  • Progress Reports
  • Feasibility Studies
  • Proposals
  • Project Charter Template
  • Technical Documentation
  • Writing Example

Session 3

Section A: Preparing the Presentation

  • Delivering Your Message
  • LIVE Studio
  • Six D Methodology

Section B: Delivering the Presentation

  • Openings and Closings
  • Transitions
  • Handling Questions
  • Presentation Types

Section C: Creative Communications Management

  • Creativity Defined
  • The Creative Process
  • Mental Blocks
  • Unlearn What You Know
  • Tips for Being Creative
  • Idea Evaluation
  • Creative Roles

Section D: Creativity Techniques

  • Comparative Contrasts
  • What If?
  • Ask Mother Nature
  • Take a Different Route
  • Wear a Different Hat
  • Renaming
  • Anything is Possible
  • Accidental Discovery
  • A Thousand Words
  • Go for a Walk
  • Listen to Music
  • Never Stop Reading

Section E: Value-Added IT

  • Understanding Alignment
  • Negative vs. Positive Alignment
  • Relationship Stages
  • Beyond Alignment Toward Synergy

Section F: Value Quantifier

  • Quantifier Index
  • Index Example
  • Group VQI

Section G: What Managers Buy

  • Managers' Needs
  • Financials
  • Benefit/Cost/Flow Chart
  • Importance and Urgency Matrix
  • Influence and Control Matrix
  • Forced-Choice Indicator

Section H: Selling Solutions

  • Sizzlemanship
  • Steps to the Sale
  • Closes
  • Selling Solutions with Integrity

Section I: Developing Communication Channels

  • Internal Channel
  • Partnership Channel
  • Consulting Channel
  • Appreciation Channel
  • Reporting Channel