Communication training of L1

duration 1.1.2010 - 31.5.2013

Logo J&T

www: www.jtbank.cz

Person: Táňa Turziková, Jan Hazlbauer, Attila Ember

Description: Improve their own communication, IT staff meetings with users and promote the good job and image of the IT team

Advisor: Jiří Střelec

Find a way how to individually improve own communication and create a good image of the IT team. Help to increase the effectiveness of communication and training / coaching staff in order to obtain better habits and skills in communicating with users.

Scope of cooperation:  Training L1 in Communication

Over the last three years we have had a number of IT training sessions with Mr.Střelec. He helped us do an independent analysis of our recorded IT telephone line for us to understand the mistakes we were making while communicating with users. Also, we have tested in practice that any negative approach of IT staff towards users is subconsciously showing in the team´s reactions, and so is the working environment we sit and work in. This was the reason why we began to make sure the everyday office mood towards people was positive, our offices clean and tidy, with the staff not discussing all of the users as incompetent, bothersome individuals, but rather as people we can help. Therefore, with our L1 team partly altered, we proceeded to have a repeated training.

Going down this particular road of changing one´s inner attitude in order to communicate professionally is a challenge that has to be faced by each member of the L1 team individually. It cannot be ordered by decree, and we are glad to be helped through an independent training and feedback of our trainer for our team to really choose this road and become a group of professionals providing assistance to users.

 

 

Ing. Taťána Turziková             Jan Hazlbauer                          Attila Ember

Director of Department               Team Leader                      IT Department Manager

department IS/IT                        department IT                          department IT

 

Mob.: +420 602 404 388             Mob.: +420 602 129 438             Mob.: +421 903 282 501

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„Do not give credence to what they tell you without verification or without knowing it comes from a reliable information source.“ more >>

Jiří Střelec Jiří Střelec

It is all very easy to trust nice words of the others: how many skills they possess, how hard they will work, how they work overtime, etc. The reality, however, is anything but ideal. Company owners know their bit about it. Most likely to complain are managers and owners who do not check on new workers, who do not ask for references, do not call their last employer or carry out a spot check. Regardless of whether you are in production, construction, a sweetshop or a development department, it si always essential to verify information. It may not be outright fraud or a lie, very often it is just ignorance, different experience, etc. A timely checking will spare you a lot of time and money.

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