Effective Communicating

Effective Communicating

Tony SheppardTony Sheppard

A case study from Lodge Park Technology CollegeA case study from Lodge Park Technology College

Hell-Desk (n): A helpdesk that has so many (l)users that it feels like everyday is a journey into the Seven Hells

Hell-Desk (n): A helpdesk that has so many (l)users that it feels like everyday is a journey into the Seven Hells

User (n): A person with any form of technical access.User (n): A person with any form of technical access.

(L)user (n): A user that is so much trouble you feel like you should remove all access to anything remotely technical.

(L)user (n): A user that is so much trouble you feel like you should remove all access to anything remotely technical.

“Bob” (n): A Technician or Engineer.“Bob” (n): A Technician or Engineer.

“BoFH” (n): If you need to ask you have obviously never annoyed one.

“BoFH” (n): If you need to ask you have obviously never annoyed one.

“Geek” (n): A nerd with social skills.“Geek” (n): A nerd with social skills.

“Teacher” (n): A person who helps others learn. “Teacher” (n): A person who helps others learn.

“Manglement Speak” (n): The collection of phrases and buzzwords that rarely mean anything and just seem to confuse things, closely linked to initiative overload.

“Manglement Speak” (n): The collection of phrases and buzzwords that rarely mean anything and just seem to confuse things, closely linked to initiative overload.

“Technobabble” (n): A string of highly specific and descriptive words that make little sense to those out of geekdom.

“Technobabble” (n): A string of highly specific and descriptive words that make little sense to those out of geekdom.

Confused?Confused?“A slight inclination of the cranium

is as adequate as a single spasmodic movement of a solitary

optic covering, to an equine quadruped utterly devoid of any

visionary capacity!” - Gyles Brandreth

“A slight inclination of the cranium is as adequate as a single

spasmodic movement of a solitary optic covering, to an equine

quadruped utterly devoid of any visionary capacity!” - Gyles

Brandreth

What’s in a few words...

Verbal vs non-verbal

Written vs Spoken

Personal vs formal

What’s in a few words...

Verbal vs non-verbal

Verbal skills used to explain meanings

Non-verbal used to convey feelings

What’s in a few words...

Written vs spoken

Spoken conveys both meaning and feeling but not reviewable

Written conveys information that can be used multiple times

What’s in a few words...

Personal vs formal

Personal gives specific information to a person or group of people

Formal can be generic information to assist anyone

What works best?

A combination of all of them

Use appropriate means to communicate

Don’t be scared of asking people

One job, multiple tools

A never ending process

Resolving issues

Communication is two-way

Be prepared to ask for explanations

Be ready to change your mind

Be ready to stand your ground

Make it easy

People want to communicate...

People like to communicate...

People hate a lack of communication...

Help the helpless

FAQs

Knowledge base

Newsletters

Handbooks

Manuals

‘How-to’

Roles of the Help DeskA standard way of recording and logging incidents and requests

How is not important ... the fact that it is is a standard method is!!

Various methods : paper forms, email forms, online form, online database.

Newsletters

A monthly newsletter

Tips and Tricks

New facilities

Advance warnings

Humour

HandbookFacilities Guide

AUP

SLA

Manuals

Helpful URLs

Teaching resources

Methods of Communication

Paper request forms

Training materials

User feedback

Dynamic Document!

Wiki

Communication

Online Help Desk

ICT User Group

Student Voice

Where does it lead?

Becta /FITS

ICT Mark

ITIL

Long term planning

Any Questions?Any Questions?

http://www.lodgeparktc.com/supporthttp://www.lodgeparktc.com/support