Apply a range of communication techniques when supporting end users
Suggested assessment
role play supported by video recording or observation
practical demonstration supported by video recording, observation or screenshots
Communication techniques, such as:
effective questioning, for example:
using a range of questioning techniques (for example, open and closed questions)
using appropriate body language
using the appropriate level of vocabulary (for example, technical and non-technical language)
using instructional scaffolding (for example, inexperienced individuals may need more support than experienced individuals)
active listening, for example:
interpreting and evaluating
interpreting non-verbal cues (for example, body language)
paraphrasing/reflecting back for confirmation
positive communication, for example:
being open and honest when communicating
using constructive, non-confrontational language
using a reassuring tone
Supporting end users effectively hinges on how well you can communicate with them. Let's break down the range of communication techniques you could employ:
Open and Closed Questions: Use open questions like "Can you describe the issue you're facing?" to encourage detailed responses. Closed questions like "Did you try restarting your computer?" can help you quickly zero in on specific details.
Appropriate Body Language: Maintain eye contact, and use non-verbal cues like nodding to show you're actively engaged.
Vocabulary Level: Tailor your vocabulary based on the user's knowledge level. For tech-savvy users, technical jargon may be appropriate, but for others, you may need to simplify terms.
Support should be adaptive based on the user's experience. For beginners, more guidance and step-by-step instructions might be needed, whereas advanced users may only require minimal intervention.
Interpreting and Evaluating: Listen closely to what the end user is saying, and try to make sense of it in context. This will help you offer the most effective solution.
Non-Verbal Cues: Look for body language like facial expressions or hand movements, which can provide additional context or signal confusion, frustration, or understanding.
Paraphrasing/Reflecting Back: After the user has explained their issue, paraphrase what they’ve said to confirm that you’ve understood it correctly. For example, "So, you're saying that the application crashes every time you try to save a file, is that right?"
Open and Honest Communication: Always be transparent about what you can and cannot do. This builds trust.
Non-Confrontational Language: If you have to deliver bad news or confront an issue, do so in a manner that is constructive rather than confrontational. For example, instead of saying "That's not possible," say "That's a challenge; let's figure out a workaround."
Reassuring Tone: Your tone can significantly affect how your message is received. A calm and reassuring tone can help defuse stressful situations and put end users at ease.
By applying these communication techniques, you can better support end users in resolving their issues, adapting to new technologies, or just better understanding how to make the most out of their digital tools.