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The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills

ISBN: 978-0-470-12635-6
240 pages
April 2007
The IT Professional
Get the communication skills you need for career success with this unique book. Preparing you for exams and beyond, the valuable content delves into the issues that you’ll face in corporate, retail, and remote support environments. The book offers more than fifty scenarios depicting typical workplace situations, possible responses-and appropriate solutions to guide you. With this approach, you’ll gain valuable insight into becoming a team player and learn strategies to communicate more effectively with coworkers and customers.
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Introduction.

Chapter 1 Interacting with Customers.

Chapter 2 Working with Professionals.

Chapter 3 Using Proper Phone Techniques.

Chapter 4 Security in Communication.

Chapter 5 Workplace Communication and Practices.

Chapter 6 Leadership in IT.

Chapter 7 Communication in the Real World.

Index.

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Steven Johnson, A+, i-Net+, and CWNP, is the managing editor for PrepLogic, a leading training provider focusing on IT certification preparation. As a consultant, he also concentrates on a variety of IT certifications, including Microsoft and Cisco.
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  • Soft-Skills Play a Huge Role in New A+ Exams--In response to hardware and software vendors demands, CompTIA has included questions that deal with communication, professionalism, and customer interaction in their upcoming A+ exams. (20% of the questions in the CompTIA A+ Remote Support Technician are on soft-skills).
  • Highly Desired Skill--96% of those surveyed said communication and interpersonal skills are the most important  the most important contributor to achieving career success, according to IT. 53% of the companies surveyed by CIO magazine said they offer their IT staff non-IT training on a variety of soft skills.
  • Poor Soft-Skills Can Prove Disastrous--Dissatisfied customers tell an average of 10 other people about their bad experience and 12% percent tell up to 20 people.  However, 19 out of 20 customers will not tell a company that they are dissatisfied with its service. Fourteen of the 20 will simply take their business elsewhere. Up to 90% of dissatisfied customers will not buy again from the company, and they won't bother to tell the business why. (TARP Study, Washington DC)
  • Perfect Companion to CompTIA A+ Complete Study Guides--This book takes the exam topics one step further by focusing on providing IT professionals the know-how in dealing with a variety of customer interaction scenarios.
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