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)
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