Training agenda
  1. Module 1. What is an effective Help Desk?
    • The role and place of Help Desk in IT processes
    • Basics of ITIL philosophy
    • Help Desk organization
    • Performance measures
    • Help Desk as a key area for building a positive IT image in the organization
    • Key problems and challenges
  2. Module 2. Simulation game – introduction to the subject of communication in the Help Desk
    • Simulation game aimed at showing the most important elements of effective Help Desk  communication
    • Communication from the general to the detail and matching the language to the message sender level
    • Typology of communication styles – impact on effective communication
  3. Module 3. Effective communication of the Help Desk employee part 1
    • Positive attitude in the situation of user handling – customer service pillars
    • Model 4 P
    • Verbal and non-verbal communication – how to communicate effectively face to face and during a telephone conversation
    • Voice modulation as a telephone communication tool
  4. Module 4. Effective communication of the Help Desk employee part 2
    • The most common sources of confusion in communication with the Help Desk client
    • Skills to formulate understandable and precise statements
    • Ability to understand the statements of other people
    • Model of four levels of messages according to von Thun
  5. Module 5. Reaching the client's needs
    • Techniques for effective acquisition of information from clients
    • Open and closed questions – when to use them
    • Different types of questions – their effectiveness depending on the purpose of the conversation
    • Active listening – hearing versus listening
  6. Module 6. Difficult talks with clients
    • Assertive, it is how?
    • NVC approach – non-violent communication
    • 5 life jackets in communication with a difficult customer
    • Building assertive messages
    • Assertive refusal
    • Border protection
    • Coping with negative emotions – coping techniques