Communication Across The Range...
Sometimes we have to pause and listen...

Communication Across The Range...

I’ve been accused, occasionally, of not caring about my fellow humans, or even wanting to deal with them, so in recognition of my failings, I’ve put together a quick three part series on how to communicate with the three various types of folks that we have to deal with as technical consultants/geeks-in-residence etc. Hopefully it’s useful to some, annoying to others, and downright “that’s me!” to a select few.

Kicking me into doing this is completely and fully credited to Catherine Ullman from the University at Buffalo!

END USERS

Not just what to do, but WHY. Communication with end users should involve

1.    The aspects they can use at their role/job.

2.    Elements they can use in their everyday life

3.    A logic that runs both what to do and also why to do it.

Rather than a ”because I said so” edict, a better approach might be “hey, we ask you to change passwords because… and hey, we’d also encourage you to adopt the same behavior at home…online accounts, and your social passwords too, because__(what might happen if you don’t)______________” Approaching things that way as an educational approach, and posing it as a benefit to the end user, is always likely to elicit a more effective set of responses and things tend to sink in.

Perception is Reality: Your understanding that perception is reality for many users is a key part of effective communication. Just because the perception doesn’t always level set with reality isn’t something we can always rationalize to end-users. Sometimes the simple act of listening is enough to let people know they’ve been heard. Engagement is key.

Communication is more than just verbal. Constant communication is key. Keeping the end user informed and up to speed on what is going on and why is critical. Good concise communication in written AND in electronic format is key.

As much as we like to blame Microsoft, it’s not always their fault. Furthermore, blaming management or someone else in the company is going to make you look like an ass. Don’t do it. Be upfront and honest about what is going on. Be sure it is communicated in a manner that they can both understand and relate to, and then bring them into the communication loop if it’s necessary.

Too much information? If the end users eyes begin to glaze over, you’ve lost. Be judicious with the quantity and type of information.

Patience is a virtue. Even if you have to go into the closet afterwards and tear your hair out, be patient while working with end users.

Part2 to come (figured easier than this running on...)

要查看或添加评论,请登录

Chris Roberts的更多文章

  • OSI Model for beginners…

    OSI Model for beginners…

    Thought it was time to update this based on the number of folks coming into the IT/InfoSec/Cyber arena….enjoy: Layer1:…

    74 条评论
  • A conversation with my daughter...

    A conversation with my daughter...

    I’m not perfect; I’m so far from bloody perfect that I have a special table reserved in a hot place with my own…

    69 条评论
  • Teeth, who knew how much of a PITA they could be…

    Teeth, who knew how much of a PITA they could be…

    (This is the full version, the 1300 letter limit is too few) This is not a rant, it’s not a metaphor for networks, or a…

    8 条评论
  • The merits of "hacking back"...an extended rant...enjoy :)

    The merits of "hacking back"...an extended rant...enjoy :)

    1, No it’s not a good freaking law, it’s F*ing stupid and will get our arses handed back to us ON a silver platter WITH…

    16 条评论
  • 2018 Predictions...Bugger that, lets look at what we got right/wrong for 2017 :)

    2018 Predictions...Bugger that, lets look at what we got right/wrong for 2017 :)

    Just got asked to put the 2018 predictive hat on..

    6 条评论
  • Researching Dilemma: (Or, how we widdle in the pool of life)

    Researching Dilemma: (Or, how we widdle in the pool of life)

    You: You have put out a nice shiny object, you love it, you care for it, you get people to pay money for it, sometimes…

    2 条评论
  • Hackers: Clarification Part 2.

    Hackers: Clarification Part 2.

    Refresher: Given this some more thought, pondered on the “why don’t I like the hacker connotation being taken…

    4 条评论
  • A Bigots guide to etiquette

    A Bigots guide to etiquette

    OK, this one's not my normal stuff..

    5 条评论
  • WannaCry, Kronos, the FBI and a displaced Brit...

    WannaCry, Kronos, the FBI and a displaced Brit...

    I've been asked a number of times over the last week or two of this whole mess with researchers vs. the federal…

    2 条评论
  • 10 things* (and a bonus one) about hackers...

    10 things* (and a bonus one) about hackers...

    So, there’s the distinct possibility I might have gone on a recent rant about hackers and hoodies, masks, gloves and…

    12 条评论

社区洞察

其他会员也浏览了