| Week 1 | T&L Activities: P2.1 Types of communication methods applied to digital support services: • written – formal and informal • verbal – formal and informal • non-verbal (for example body language) Files that support this week | English:
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| Week 2 | T&L Activities: P2.2 Types of communication formats and techniques applied to digital support services: • formats: o telecommunication o email o incident tickets o notifications (for example system updates) o instant messenger o forum o face-to-face conversation o digital conferencing o presentation • techniques: o troubleshooting o active listening o reading of body language and facial expressions o use of open questioning o negotiation o conflict handling/de-escalation o use of clear and concise language (for example terminology based on audience) Files that support this week | English:
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| Week 3 | T&L Activities: P2.3 Factors to consider when communicating to an audience in a digital support services context: • target audience • size of audience • level of digital knowledge, literacy and experience of the audience • requirements of audience: o communication format o level of detail Files that support this week | English:
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| Week 4 | T&L Activities: P2.4 The relation and interaction between digital support services and technical and non-technical customers/clients/end users: • verbal support in person or over the phone • written updates by email or added to a support ticket or system which the user can view • classroom or individual training and support • remote support • screen sharing • messaging technology • pre-recorded topic-based e-learning Files that support this week | English:
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| Week 5 | T&L Activities: P2.5 The relation and interaction between digital support services and technical and non-technical managers: • providing direction, support and route for escalation • written progress reports • escalation of issues through a support ticketing system or via email • verbal updates on progress • presentation given for a project proposal
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E&D / BV | ||||
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| Week 6 | T&L Activities: P2.6 The relation and interaction between digital support services and technical and non-technical peers/colleagues: • support and knowledge sharing (for example best practice) • information, advice and guidance: o technical training and resources (for example user guides) • digital conferencing for collaborative working Files that support this week | English:
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E&D / BV | ||||
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ILT | ||||
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