The 10 worst ways to communicate with end users

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The 10 worst ways to communicate with end users

by Becky Roberts | Published: 4/10/06

Takeaway:
To be successful in a tech support role, you have to become a skilled communicator. See if you recognize any of these 10 common missteps, which are guaranteed to impede your ability to work effectively with your users.


You think you're a good communicator: You keep your users informed and you listen to their problems. So why is it that no one appears to read your e-mails or seems capable of following your instructions? Are you surprised to learn that the users have been living with computer issues rather than ask you for help? These are all signs of a breakdown in communication--which we, as support techs, frequently misinterpret as user indifference or even stupidity. Before long, we find ourselves on a downward spiral toward complete communications failure. Even with the best intentions, it's possible to sabotage our own attempts to communicate with the users by inadvertently committing one or more of the following deadly sins of miscommunication.

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