Week 2

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)

Last Updated
2024-07-11 10:11:24