WEEK THREE

Problem Solving and Soft skills

What do we mean by SOFT SKILLS?

Soft skills refers to personality traits, social graces, facility with language, personal habits, friendliness, and optimism that mark people to

varying degrees.

Soft skills complement hard skills, which are the technical requirements of a job. It can also be an important part of the success of an organization,

especially if the organization is dealing with customers face to face.

Soft skills are qualities that people need to deliver great services. Soft

skills enable people to enjoy working in the customer service

and support industry. Soft skills are most basic skills yet most

important, specially for Analysts

Group Discussion

In 4 groups, make a list of soft skills and rate it according to

importance. (15 minutes)

Soft skills ranking according to most surveys

1. LISTENING

According to Helpdesk Institute survey, 99% of respondents rated listening to be most

important quality for a Helpdesk support person

ACTIVE LISTENING (AL)is most important specially over telephone conversations. AL is when the listener participates in a

conversation and gives the speaker a sense of confidence that he/she is being

heard. You cannot see other person nodding your head or make eye contact

so use phrases like”Uh-huh” “OK” “I understand” “I see” “Aha” are examples

2. VERBAL SKILLS

Interaction between helpdesk and customer occurs over the phone in most cases. Therefore ability

to communicate verbally is critical

The Helpdesk employee must be able not only to solve problems, but to

tell the customer how to solve problem appropriate to the

incident. Hence Helpdesk must use simpler terminology especially

when talking to a first-time computer user compared to when talking to a more experienced user.

3. CUSTOMER SERVICE SKILLS (also known as Telephone customer service)

This is often referred as PEOPLE skills. CS skills include the ability to handle difficult customers. There are situations of

demanding customers and the need arise to say “NO” to customers without

antagonizing them.

A person having good CS skills can gain customer confidence and maintain goodwill, even in situations when customer’s needs cannot be full

filled. The art of customer service can be learned through practice in the industry, by using educational

media such as books, tape, training programs

4. QUESTIONING SKILLS

you use questioning skills to help you completely understand the

caller's situation. Otherwise, you could be responding to what you

guess the caller means, which may or may not be correct.

Questioning equally important as listening for Helpdesk environment. Effective questioning is a powerful,

learned skill. It says to the caller, "I'm interested in determining your

needs.“Questioning can be put into two divisions: Open-Ended Questions

and Closed-Ended Questions.

Open-Ended Questions: These are questions without a fixed limit.

They encourage continued conversation, and help you get more information. They often

provide opportunities to gain insight into the other person's feelings. Open-ended

questions draw out more information. If you want the caller to open up, use open-ended questions that start with who, what,

where, why, when, and how.

Closed-Ended Questions: Closed-ended questions have a

fixed limit. They're often answered with a yes or no, or with a simple statement of fact. Closed-ended questions are used to direct the conversation. They usually get

specific information or confirm facts

Probing Questions: Sometimes you ask an open-ended

question to get more information and you only get part of what you need. Now it's time for a probing question. A probing question is another open-ended question, but it's a follow-up. It's narrower. It asks about one area.

5. PROBLEM SOLVING SKILLS

Solving a problem involves more than randomly trying to find answers or simply searching a

knowledgebase or database solution. It involves logical thinking and a methodological approach

through which Helpdesk staff determines probable source of problem first and then decide

a solution. A good problem solver has effective questioning skills. Persistence is also important as professional problem solving requires going

extra mile – beyond the “quick fix”.

6. ABILITY TO WORK LOGICALLY

A logical approach is put into practice to reduce the time

taken to resolve core issue of concern

7. TEMPERAMENT

This explains the ways a person think, behave or react to situations on a daily basis. It is a matter of ATTITUDE. A positive attitude means the ability to seek the good in any

situation. A temperamentally suited helpdesk staff can handle pressure and resist becoming defensive or hostile in

difficult situations

7. TEMPERAMENT

This explains the ways a person think, behave or react to situations on a daily basis. It is a matter of ATTITUDE. A positive attitude

means the ability to seek the good in any situation. A temperamentally suited

helpdesk staff can handle pressure and resist becoming defensive or hostile in

difficult situations

7. TEMPERAMENT

This explains the ways a person think, behave or react to situations on a daily basis. It is a matter of ATTITUDE. A positive attitude means the ability to seek the good in any

situation. A temperamentally suited helpdesk staff can handle pressure and resist becoming defensive or hostile in

difficult situations

8. ABILITY TO WORK UNDER PRESSURE

9. TEAM PLAYER

Support between Helpdesk work group is critical due to the complexity of the environment and due to diversity of skill set required . Simply working in a team does not

make you a team player.

A Helpdesk team player works well with others and willingly share information with others, receive

information and feedback from others, and focus on the goals/objectives of the Helpdesk

10. Ability to learn quickly

11. Analytical skills

This explains the ways a person think, behave or react to situations on a daily basis. It is a

matter of ATTITUDE. A positive attitude means the ability to seek the good in any situation. A

temperamentally suited helpdesk staff can handle pressure and resist becoming defensive

or hostile in difficult situations

10. Ability to learn quickly

11. Analytical skills

This is the ability to visualize, articulate, and solve complex problems and concepts, and make

decisions that make sense based on available information. Such skills include demonstration of

the ability to apply logical thinking to gathering and analyzing information, designing and testing

solutions to problems, and formulating plans.

12. Writing skills

Helpdesk staff has to write well to log calls, document resolutions, develop

procedures, correspond with customers and co-workers.

Imagine having mistakes in FAQ provided on intranet or on

company’s web

SELF MANAGEMENT SKILLS

Self Management skills is sometimes called

"personality traits“. You use these self-management skills daily to get along with others

and to survive. They're the skills that make you unique.

Group Discussion

In 4 groups, make a list of self management skills ( 10 minutes)

Sincerity, reliability, tactfulness, patience, flexibility, timeliness and tolerance are examples of self-management skills.

Most discussed are:

Stress managementTime management

These 2 skill sets are the skills needed to:

Complete work effectivelyFeel job satisfaction

Avoid frustrations and burnouts

Stress Management Skills

The term STRESS refers to the adaptation of our bodies and

minds to change. Stress management skills can minimize

stress and it enables people to work under immense pressure

Recognize longer-term stresses as well as short-term stress

What you may not have thought about are the deeper, longer-term stresses in your life.

For example, the transition from college to a new job involves radical changes in lifestyle, location and personal status that can be deeply

stressful.

As another example, anyone changing jobs or roles will experience a formidable array of new challenges and difficulties – all of these can be

intensely stressful.

Similarly, the joys and upsets of relationships and families also have their stresses. Remember, all of these will have an impact on your ability to

cope.

Thinking STRESS AWAYNegative thinking damages your

performance by undermining your self-confidence. It also occupies “attentional capacity” at times when you need to focus your entire mind on what you are

doing.

Thinking STRESS AWAY

1. Imagery - Mental stress reduction2. Meditation - Relax with sustained

concentration3. Self-Hypnosis

4. Using Music or Relaxation Tapes5. Physical Relaxation Techniques

6. Yoga

Time Management Skills

This is the ability to establish priorities, and avoid procrastinations.

It enables individuals to gain control over their day and focus on the

work to achieve goals and objectives.

How?

1. Use a Time Diary. This is referred as a “to do list”.

Categorise “ urgent and important”;

“important but not urgent”; “urgent but not important” and “neither urgent nor important”.

2. THE ‘FOUR D’ TECHNIQUE

By Rivers (2002)

DO ITDELEGATE IT

DELAY ITDUMP IT

NEXT WEEK

Service Quality and Helpdesk Technologies