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Week 11

5.5.6 Understand communication techniques used in digital support and security:

  • incident tickets
  • system update notifications
  • forums
  • importance of clear, concise language based on audience needs:
    • target audience
    • audience size
    • level of knowledge
    • level of detail required
  • techniques:
    • troubleshooting
    • active listening
    • reading of body language and body language factor
    • expressions
    • use of open questioning 
    • negotiation
    • conflict handling/de-escalation.

Last Updated
2026-06-02 10:41:54
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