Rosewill Computer Case 422 Technical Information PDF herunterladen (Seite 80)

Soft Skills—Written Communications Skills

163

Disassembly

and Power

Regardless of the size of a company, documentation is normally required. The documenta-

tion may only be the number of hours spent on a job and a basic description of what was done,

but most companies require a bit more. Documentation should be written so others can read

and understand it. Keep in mind that if another technician must handle another problem from

the same customer, it saves time and money to have good documentation. The following list

includes complaints from managers who hire technicians. You can use this list to improve and

avoid making the same mistakes:

• Avoids doing documentation in a timely manner

• Does not provide adequate or accurate information on what was performed or tried

• Has poor spelling, grammar, capitalization, and punctuation skills

• Writes in short, choppy sentences, using technical jargon

• Does not provide updates on the status of a problem

Email is a common means of communication for technicians. However, most technicians

do not take the time to communicate effectively using email. The following is a list of guide-

lines for effective email communication:

• Do not use email when a meeting or a phone call is more appropriate.

• Include a short description of the email topic in the subject line.

• Do not write or respond to an email when you are angry.

• Send email only to the appropriate people.

• Stick to the point; do not digress.

• Use a spelling and grammar checker; if one is not included in the email client, write the

email in a word processing application, check it, and then paste the document into the

email.

• Use proper grammar, punctuation, and capitalization; do not write in all uppercase or

all lowercase letters.

• Do not copy others unnecessarily.

• Write each email as if you were putting the message on a billboard; you never know

how the content might be used or who might see it.

The number-one complaint about technical support staff is not their lack of technical

skills but their lack of communication skills. Spend as much of your education practicing your

communication skills as you do your technical skills.

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Rosewill Computer Case 422 Technical Information Seite 80