Chapter 10 - Communication Skills


What is the relationship between communication skills and troubleshooting? As a computer technician, you will not only fix computers but will also interact with people. In fact, troubleshooting is as much about communicating with the customer as it is about knowing how to fix a computer. In this chapter, you will learn to use good communication skills as confidently as you use a screwdriver.

After completing this chapter, you will meet these objectives:

  • Explain the relationship between communication and troubleshooting.
  • Describe good communication skills and professional behavior.
  • Explain ethics and legal aspects of working with computer technology.
  • Describe the call center environment and technician responsibilities.


Assignment: Complete the Chapter 10 Study Guide -Place in Hand-in folder by next Monday


Complete the Chapter 10 practice Quiz on the Cisco Site.



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