Interpersonal Skills for Helpdesk Staff

 

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The People

  • The Unique Person

  • Personality Styles

  • Thinking Styles

  • Learning Styles

  • Perceptions and Priorities

  • The Effects of Self Esteem

  • The Effects of Change

  • Paradigms

 The Skills

  • Communication Theory

  • Moments of Truth

  • Handling Difficult Behaviour

  • Active Listening

  • Constructive Questioning

  • Assertive Responses

 

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