User interaction is fundamental to successful IT operations within an organization. A disconnect between the end user point of view and the IT professional is growing. This talk will present examples on how to ease the strain of interacting with end users and provide insight on how to bridge the communication gap between the IT professional and they people they support. The skills used to communicate with the end user, in all IT career fields, are notoriously lacking.
For many IT professionals, the so-called “soft skills” required to have successful interactions with end users are non-existent. Users become dissatisfied and unwilling to adopt change, while the IT professional struggles to maintain policy. The solution to help bolster these trying interactions is by emphasizing the use of the three Cs: courtesy, clarity, and comprehension.
It has been observed that when engaged, user satisfaction and willingness to comply increases greatly and allows success for the IT professional to accomplish their goals. One interesting parallel that supports this claim can be seen through the relationships forged through a medical doctor’s communication skills with their patients. Studies have shown that when doctor-patient communications increased a more positive outcome occurred especially in the areas of adherence and compliance (Matusitz & Spear, 2014).
This talk takes a deeper dive into these meanings and provides useful, applicable tips on how an IT professional can apply them. In order for an IT professional to be successful in their own jobs, they must master the three Cs when interacting with the end user.
Matusitz, J., & Spear, J. (2014). Effective Doctor-Patient Communication: An Updated Examination. Social Work in Public Health, 253
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