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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„Rather than creating piles of documentation, it is better to draw a single scheme or picture.“ more >>

Jiří Střelec Jiří Střelec

And not just ISO, AS, OHSAS, CMMI  … but other standards, too, want us to describe what we do and how we do it. Most quality people and managers just produce pages of text which pile on the desk. Writing down a sentence is fairly easy. However, the sentence alone does not matter. What matters here is that people understand that sentence and use it in practice. Standards do not tell us how to describe our management system, though. Frankly, times are hasty and people have no time for reading piles of paper. They are bombarded by information from all sides. Besides, reading through a long document, they do not remember what was at the beginning. A picture or a scheme is faster to read and easier to remember. What if the system was created as an interactive model of schemes, pictures and supplementary text. Try to make out how.

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