The Human Element - Soft Skills for IT Professionals

Communication: Active Listening, Avoiding Jargon, and Clear Writing

Effective communication is arguably the most critical soft skill in IT. A technician's ability to solve a problem is irrelevant if they cannot properly understand the user's issue or clearly explain the solution.

• Active Listening

  Active listening means fully concentrating on what is being said rather than just passively "hearing" the words. It involves listening to understand, not just to reply. In a support setting, this means giving the user your full attention, letting them describe the issue in their own words without interruption, and then confirming your understanding by summarizing the problem back to them (e.g., "So, to make sure I have this right, your email is working, but you can't open any PDF attachments. Is that correct?"). This builds trust and ensures you are solving the right problem from the start.

• Avoiding Technical Jargon

  IT professionals are immersed in technical language (DHCP, DNS, RAID, API, etc.). Using this jargon with a non-technical user is confusing, intimidating, and counterproductive. The goal is to be understood, not to sound smart. Learn to translate technical concepts into simple, relatable analogies.

  • Instead of saying: "I need to flush your DNS cache because it's not resolving the hostname."
  • Say: "Your computer is using an outdated address book to find websites. I need to clear it so it can get the latest, correct address."

• Clear Writing

  Much of IT communication is written (tickets, emails, documentation). Clear writing is essential for efficiency and preventing misunderstandings.

  • Be Concise: Get to the point quickly.
  • Use Simple Language: Avoid jargon and overly complex sentences.
  • Format for Readability: Use bullet points, numbered steps for instructions, and bold text to highlight key information. A well-formatted email is much easier to follow than a single, dense block of text.