Introduction xxvii
Chapter 1 Interacting with Customers 1
The Angry Customer 2
Scenario 3
Background 3
Overview 3
Key Concepts 4
Resolution 5
Skills for the A+ Exam 6
Rude and Ruder 6
Scenario 7
Background 7
Overview 8
Key Concepts 8
Resolution 9
Skills for the A+ Exam 10
Impatience: Not Quite a Virtue 11
Scenario 11
Background 11
Overview 12
Key Concepts 12
Resolution 13
Skills for the A+ Exam 14
Assertive Intelligence 15
Scenario 15
Background 15
Overview 16
Key Concepts 16
Resolution 16
Skills for the A+ Exam 17
The Challenged Customer 18
Scenario 18
Background 18
Overview 19
Key Concepts 19
Resolution 20
Skills for the A+ Exam 20
A Quiet Case 21
Scenario 21
Background 21
Overview 22
Key Concepts 22
Resolution 23
Skills for the A+ Exam 23
Easing Tension 24
Scenario 24
Background 24
Overview 25
Key Concepts 25
Resolution 26
Skills for the A+ Exam 26
Summary 27
Chapter 2 Working with Professionals 29
The Inquisitive Coworker 30
Scenario 30
Background 31
Overview 31
Key Concepts 32
Resolution 33
Skills for the A+ Exam 33
Dealing with Sexual Harassment 33
Scenario 34
Background 34
Overview 35
Key Concepts 35
Resolution 36
Skills for the A+ Exam 37
The Lazy Worker 38
Scenario 38
Background 38
Overview 38
Key Concepts 39
Resolution 40
Skills for the A+ Exam 41
An Issue of Trust 41
Scenario 41
Background 42
Overview 42
Key Concepts 42
Resolution 43
Skills for the A+ Exam 43
Working with Your Manager 44
Scenario 44
Background 44
Overview 45
Key Concepts 45
Resolution 46
Skills for the A+ Exam 46
The Technical Professional 47
Scenario 47
Background 48
Overview 48
Key Concepts 48
Resolution 49
Skills for the A+ Exam 49
The Business Professional 50
Scenario 50
Background 50
Overview 51
Key Concepts 51
Resolution 52
Skills for the A+ Exam 53
Summary 53
Chapter 3 Using Proper Phone Techniques 55
Focusing Distraction 56
Scenario 56
Background 57
Overview 57
Key Concepts 57
Resolution 58
Skills for the A+ Exam 59
Comforting a Crier 59
Scenario 59
Background 60
Overview 60
Key Concepts 61
Resolution 62
Skills for the A+ Exam 62
Handling Offense 63
Scenario 63
Background 63
Overview 64
Key Concepts 64
Resolution 65
Skills for the A+ Exam 67
Soothing Frustration 67
Scenario 67
Background 68
Overview 68
Key Concepts 68
Resolution 69
Skills for the A+ Exam 70
Creating Satisfaction 70
Scenario 71
Background 71
Overview 72
Key Concepts 72
Resolution 73
Skills for the A+ Exam 73
Callers with Accents 74
Scenario 74
Background 75
Overview 75
Key Concepts 75
Resolution 76
Skills for the A+ Exam 76
Interoffice Phone Conversations 77
Scenario 77
Background 77
Overview 78
Key Concepts 78
Resolution 79
Skills for the A+ Exam 79
Summary 80
Chapter 4 Security in Communication 81
Ethics in Security 82
Scenario 82
Background 83
Overview 83
Key Concepts 83
Resolution 84
Skills for the A+ Exam 85
What Can I Throw Away? 86
Scenario 86
Background 87
Overview 87
Key Concepts 88
Resolution 89
Skills for the A+ Exam 89
Confiding in Your Superiors 90
Scenario 90
Background 91
Overview 91
Key Concepts 91
Resolution 93
Skills for the A+ Exam 93
Caution with Coworkers 94
Scenario 94
Background 94
Overview 95
Key Concepts 95
Resolution 96
Skills for the A+ Exam 96
What If It Isn't My Customer's Computer? 97
Scenario 97
Background 97
Overview 98
Key Concepts 98
Resolution 99
Skills for the A+ Exam 100
Phone and E-mail Security 100
Mini-Scenario 1 100
Mini-Scenario 2 101
Mini-Scenario 3 101
Mini-Scenario 4 102
Resolution 102
Skills for the A+ Exam 102
Social Engineering 103
Scenario 103
Background 103
Overview 104
Key Concepts 104
Resolution 105
Skills for the A+ Exam 106
Summary 106
Chapter 5 Workplace Communication and Practices 107
Slang and Vernacular 108
Scenario 108
Background 109
Overview 109
Key Concepts 110
Resolution 111
Skills for the A+ Exam 111
Gender Barriers 112
Scenario 112
Background 113
Overview 113
Key Concepts 114
Resolution 115
Skills for the A+ Exam 116
Conflicts 116
Scenario 116
Background 117
Overview 118
Key Concepts 118
Resolution 121
Skills for the A+ Exam 122
Tone and Mood 122
Scenario 122
Background 123
Overview 123
Key Concepts 123
Resolution 125
Skills for the A+ Exam 126
Teamwork 126
Scenario 126
Background 127
Overview 127
Key Concepts 128
Resolution 129
Skills for the A+ Exam 129
Staying Appropriate 130
Scenario 130
Background 131
Overview 131
Key Concepts 131
Resolution 133
Skills for the A+ Exam 133
Apologizing 134
Scenario 134
Background 135
Overview 135
Key Concepts 135
Resolution 137
Skills for the A+ Exam 137
Summary 137
Chapter 6 Leadership in IT 139
Authority 140
Method 1: Threat of Authority 141
Method 2: Creating Purpose 142
Resolution 143
Discipline 143
Scenario 144
Background 145
Overview 145
Key Concepts 146
Resolution 148
Delegation 149
Scenario 149
Background 150
Overview 150
Key Concepts 151
Resolution 152
Mentoring 153
Scenario 153
Background 154
Overview 154
Key Concepts 155
Resolution 156
Fraternization 157
Scenario 158
Background 158
Overview 159
Key Concepts 159
Resolution 161
Micromanagement 161
Scenario 162
Background 163
Overview 163
Key Concepts 164
Resolution 165
Feedback 166
Scenario 166
Background 167
Overview 167
Key Concepts 167
Resolution 169
Bonus Questions 169
Bonus Question 1 169
Bonus Question 2 170
Summary 170
Chapter 7 Communication in the Real World 173
Plugged In 174
Key Concepts 176
Resolution 176
Being "CAT"ty 177
Key Concepts 178
Resolution 179
Dialing Out 179
Key Concepts 180
Resolution 181
Persuasion 181
Key Concepts 182
Resolution 184
Administration by Majority 184
Key Concepts 185
Resolution 186
Packet What? 186
Key Concepts 187
Resolution 188
Spies Among Us 188
Key Concepts 189
Resolution 190
Summary 190
Index 193
