IT Service and Support/Communication Skills

This lesson introduces communication skills. Activities include .

Objectives and SkillsEdit

Objectives and skills for communication skills include:


  1. Wikipedia: Communication
  2. Wikipedia: Communications training
  3. Wikipedia: Business communication
  4. Wikipedia: Soft skills
  5. Wikipedia: Active listening
  6. Wikipedia: Nonverbal communication
  7. Wikipedia: Body language
  8. Wikipedia: Teamwork



  1. Research professional telephone communication skills. Describe how to answer a call, place a call on hold, transfer a call, take a message, and complete a call.
  2. Use the Discuss page to post comments and questions regarding this lesson.
  3. Review the lesson summary, key terms, review questions and flashcards below.

Lesson SummaryEdit

Key TermsEdit

automatic call distributor
A device or system that distributes incoming calls to a specific group of terminals that customer service agents use.[1]
The capacity to recognize emotions that are being experienced by another sentient or fictional being.[2]
The extent to which a person can cope with changes in circumstances and think about problems and tasks in novel, creative ways.[3]
interpersonal skills
The skills a person uses to communicate and interact with others, including persuasion, active listening, delegation, and leadership.[4]
private branch exchange (PBX)
A telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public.[5]
Anticipatory, change-oriented and self-initiated behavior acting in advance of a future situation, rather than reacting to it.[6]

Review QuestionsEdit

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  Type classification: this is a lesson resource.