HARDWAREANDNETWORKI

NG
SERVI
CELEVEL–I
I
Recor
dCl
ientSuppor
tRequi
rement
s
1.
1 Recor
dingcl
ientsuppor
trequest
sandr
equi
rement
s

 Cl
i
ent
Canbeani
ndi
vi
dual
,anor
gani
zat
ion,busi
nessorani
nst
it
uti
ont
hatmaycomei
nper
sonorcommuni
cat
eusi
ngany
communi
cat
ion means l
i
ke t
elephone,e-
mai
l
,fax oronl
i
ne hel
p desk t
o gett
echni
calsuppor
t,consul
tat
ion on
t
echnol
ogi
eset
c

 Log
Meansr
ecor
dingcl
i
entsuppor
trequi
rement
sbasedonor
gani
zat
ional
rul
e,r
egul
ati
onandpol
i
cies.

 Escal
ate
Tr
ansf
err
ingahel
pdeskt
hatcannotber
esol
vedt
oper
sonnel
atal
owerl
evel
suchasanI
Tspeci
ali
storI
Tmanager
.

 Fi
rstl
evel
Suppor
t
usual
l
yref
erst
othei
nit
ialsuppor
tof
fer
edt
oacust
omerbyahel
pdeskoper
ator
;int
hisi
nit
ialpoi
ntofcont
act
,theof
fi
cer
det
ermi
nest
henat
ureoft
hecal
landwi
l
ltr
ytosol
vet
hepr
obl
em i
fiti
sst
rai
ght
for
war
d;suppor
tor
gani
zat
ionsusual
l
y
hav
equi
tecl
earout
li
nesofwhatconst
it
utesf
ir
stl
evel
suppor
t.

 Pr
ior
it
y
Thev
aluegi
vent
oani
nci
dent
,pr
obl
em orchanget
oindi
cat
eit
srel
ati
vei
mpor
tancei
nor
dert
oappr
opr
iat
elyal
l
ocat
e
r
esour
cesandspeci
fyanappr
opr
iat
eti
me-
fr
amef
orr
esol
uti
on.

 Ser
viceLev
elAgr
eement
Anagr
eementbet
weenaser
vicepr
ovi
derandacust
omerdet
ail
i
ngt
hel
evelofser
vicet
hati
spr
ovi
ded,usual
l
yincl
udi
ng
whati
scov
er whati
ed, snotcov
ered,
ther
esponset
imef
orr
esol
uti
on.

Thi
sisacont
ractt
hatdef
inesexpect
ati
onsbet
weenanor
gani
zat
ionandt
heser
vicesel
l
ert
opr
ovi
deanagr
eed-
upon
l
evel
ofsuppor
t.Asanempl
oyeeoft
heser
vicecompany
,yourj
obi
stohonort
heSLAt
haty
ouhav
ewi
tht
hecust
omer
:

 Ser
vicemoni
tor
ing
 Cont
ingency
 Mai
ntenancewi
ndows
 Responset
imeguar
ant
ee
AnSLAt
ypi
cal
l
yisal
egal
agr
eementt
hatdescr
ibest
her
esponsi
bil
i
tiesandl
i
abi
l
iti
esofal
lpar
ti
esi
nvol
ved.

Ov
erv
iewofCl
ientsuppor
trequi
rement
s

Pr
ovi
dinggoodI
Tsuppor
tsf
orcl
i
ent
sisv
italt
otheef
fect
iveoper
ati
onofanyor
gani
sat
ions,soy
oumayf
indt
her
ear
e
est
abl
i
shedpr
ocedur
esf
ordet
ermi
ningandaddr
essi
ngcl
i
entsuppor
tissues.I
nthi
sLear
ninggui
dey
ouwi
l
llear
nabout
t
hesepr
ocedur
es,
aswel
last
hegener
alski
l
lsandknowl
edgeneededt
orecor
dcl
i
ent
s’suppor
tneedwi
thI
Tpr
obl
ems.

Cl
ientSuppor
tRol
es
I
nfor
mat
iont
echnol
ogyi
sani
ntegr
alpar
toft
heoper
ati
onofmoder
nor
gani
sat
ionsorbusi
nesses.User
sofi
nfor
mat
ion
t
echnol
ogyneedt
imel
y,hi
gh-
qual
i
tysuppor
t.I
naddi
ti
ont
osoundt
echni
calski
l
ls,
ITsuppor
tst
affshoul
dhav
ear
angeof
ski
l
lst
hati
mpr
ovet
hei
rabi
l
ityt
osuccessf
ull
ypr
ovi
deI
Tser
vicest
othei
rcl
i
ent
s.

Themosti
mpor
tantski
l
lsneededbyt
heI
Tpr
ofessi
onalwhoi
swor
kingasahel
pdeskper
sont
orecor
dthecl
i
ent
s’
suppor
trequi
rementar
e:

 Techni
cal
ski
l
l
 Act
ivel
i
steni
ngski
l
l
 Pr
ofessi
onal
act
 Goodconduct
 Fol
l
owi
ngcal
lhandl
i
ngpr
ocesses
 Cust
omerhandl
i
ngski
l
let
c
Theci
rcumst
ancesi
nwhi
chy
ouar
erequi
redt
opr
ovi
deadv
iceonI
T pr
obl
emswi
l
ldependont
henat
ureofy
our
or
gani
zat
ion.Someor
gani
zat
ionsmayr
elyonl
ocalI
Tbusi
nessest
opr
ovi
desuppor
t,ort
akeoutacont
ractwi
tha
companywhi
chpr
ovi
desI
Tsuppor
tser
vices.Agr
owi
ngar
eaofI
Tisbusi
nessesspeci
fi
cal
l
ysetupt
opr
ovi
deI
Tsuppor
t
t
oor
gani
zat
ions.Thesecompani
espr
ovi
deempl
oymentoppor
tuni
ti
esf
ori
ndi
vi
dual
swi
tht
her
ightski
l
lsandknowl
edge.

Manymedi
um andl
argeor
gani
zat
ionspr
ovi
deacent
ral
i
zedhel
pdesksuppor
tser
vice.Cl
i
ent
swi
thI
Tpr
obl
emsr
epor
t
t
heset
othehel
pdesk.Suppor
tist
ypi
cal
l
ypr
ovi
dedf
orar
eassuchas:

Har
dwar
eandsof
twar
efaul
ts

 Net
wor
kingpr
obl
ems(
incl
udi
ngl
ogi
npr
obl
ems)
 Emai
landI
nter
netpr
obl
ems
  Consul
tat
iononpur
chasi
ngi
nfor
mat
iont
echnol
ogi
es
I
nst
all
ati
onandconf
igur
ati
onhar
dwar
e
 Tr
aini
ngneeds
 Pr
int
ingpr
obl
ems
 Sof
twar
einst
all
ati
onandupgr
adeet
c
Hel
pdeskswi
l
lof
tenpr
ovi
deaddi
ti
onal
ser
vicest
othosel
i
stedher
e,dependi
ngont
heneedsoft
heor
gani
zat
ion.

Cl
ient
smayr
equestsuppor
t:

 Bycal
l
ingat
elephoneorbyemai
l
 Theymaycomei
nper
son/
comi
ngt
oof
fi
ce/
 Theymayf
ax
Theonei
nchar
geofr
ecor
dingcl
i
entsuppor
trequestl
ogt
her
equestandent
ert
hem i
ntoacent
ral
i
zeddat
abasepr
ogr
am
t
hati
sdesi
gnedt
otr
ackcl
i
entsuppor
trequi
rement
s.Ther
ear
emanycommer
cial
l
yav
ail
abl
epr
ogr
amswhi
chhav
ebeen
desi
gnedspeci
fi
cal
l
yforI
Tsuppor
trequi
rementoper
ati
ons.I
nmanyor
gani
zat
ions,hel
pdeskoper
ator
sat
temptt
ofi
x
st
rai
ght
for
war
dpr
obl
ems.Thi
sisknownasf
ir
stl
evelsuppor
t.I
nsomeor
gani
zat
ions,oper
ator
ssi
mpl
ylogcal
l
s,whi
ch
ar
ethenal
l
ocat
edt
otheappr
opr
iat
etechni
calst
aff
.Int
hecaseofor
gani
zat
ionswi
thonl
yaf
ewempl
oyees,
ITpr
obl
ems
maybehandl
edbyanempl
oyeewhocombi
nessuppor
tdut
ieswi
thot
herf
unct
ions.

Thepr
opor
ti
onofpr
obl
emst
hatcanbehandl
edatt
hef
ir
stpoi
ntofcont
actwi
l
ldependont
heski
l
landt
rai
ningoft
hehel
p
deskst
aff
.Asal
argepr
opor
ti
onofcal
l
stoanyhel
pdeskar
euni
mpor
tantpr
obl
ems,
fir
stl
i
nesuppor
tcanensur
ethatt
he
t
imeoft
hespeci
ali
stsi
nthev
ari
ousski
l
lgr
oupsi
snotwast
edandi
sonl
yusedwhent
her
eisapr
obl
em t
hatr
equi
rest
hei
r
at
tent
ion.
Recor
dingCl
ient
’ssuppor
tRequest

I
fyouar
eont
hehel
pdeskandacl
i
entr
ings,f
ax,e-
mai
lorcomei
nper
sonandr
equestf
orsuppor
t,whatdet
ail
sdoy
ou
askt
hem t
opr
ovi
de?I
nlar
geror
gani
sat
ions,par
ti
cul
arl
yther
eisusual
l
yspeci
ali
stsof
twar
einwhi
cht
hesecal
l
sar
e
r
ecor
ded.

Bel
owi
sasampl
eofat
ypi
cal
dat
aent
ryf
ormf
orr
ecor
dingdet
ail
sofcl
i
entr
equest
s.Exami
net
het
ypeofi
nfor
mat
iony
ou
needt
orecor
d

Sampl
eofat
ypi
caldat
aent
ryf
orm
Tabl
e1.1Ty
picalDat
aEnt
ryFor
m

Dat
arequi
red Ent
ry

Lognumber
:

Hel
pDeskOper
ator
’sname:

Dat
eandt
imeofcl
i
entr
equest
:

Cl
i
ent
’sname:

Cl
i
ent
’scont
actdet
ail
s:
 Sect
ionandl
ocat
ion:

Pr
obl
em l
ogged:

Dat
eandt
imepr
obl
em occur
red:

Comput
er/
per
ipher
alaf
fect
ed

I
mpactoft
hepr
obl
em onoper
ati
ons/
busi
ness:

Fi
rstl
i
nesuppor
tpr
ovi
ded(
ifany
):

Escal
atet
osuppor
tst
aff
?Yes/
No

Supportstaf
frequestdet
ail
s:Dat
e and t
ime
repor
ted:

Nameofsuppor
tst
aff
:

1.
2 Rev
iewi
ngcl
ientsuppor
thi
stor
yanddet
ail
s

Rev
iewi
ngCl
ientSuppor
tHi
stor
y

Rev
iewi
ngcl
i
entsuppor
thi
stor
ymeanschecki
ngt
hecl
i
entsuppor
trequestdat
abasef
ort
hesamepr
obl
ems.Thi
sisv
ery
i
mpor
tantt
oov
ercomet
hef
oll
owi
ngmai
nchal
l
engesonemayf
acewhi
l
ewor
kingasaHel
pDeskI
Tpr
ofessi
onal
.
 I
tenabl
est
ofi
ndeasi
l
yhowt
hepr
evi
ousl
yloggedpr
obl
em i
ssol
ved
I
tel
i
minat
esr
edundancyofr
ecor
dingt
hesamepr
obl
em
I
tenabl
eseasi
l
yident
if
ythepr
obl
emssol
vedf
rom t
heonei
nqueue
I
tenabl
est
her
esponsi
bleI
Tst
afff
ort
her
esol
uti
onoft
hepr
obl
emsl
oggedet
c
1.
3 Checki
ngandr
equest
ingt
hei
nfor
mat
ionf
oraccur
acyandur
gency

Accur
acyi
stobeensur
ingt
hatt
hei
nfor
mat
ioni
scor
rectandwi
thoutanymi
stake.I
nfor
mat
ionaccur
acyi
simpor
tant
becausemayt
hel
i
feofpeopl
edependi
nitl
i
ket
hemedi
cali
nfor
mat
ionatt
hehospi
tal
s,sot
hei
nfor
mat
ionmustbe
accur
ate.

Thequal
i
tyofi
nfor
mat
ionmeasur
edbyaccur
acy
,ti
mel
i
ness,compl
eteness,r
elev
anceandi
fiti
seasyt
ounder
stoodby
t
heuser
s,sot
heaccur
acyi
mpor
tantf
orqual
i
tyofi
nfor
mat
ion.Andt
heaccur
acyr
epr
esent
sal
lor
gani
zat
ionact
ions.To
getaccur
atei
nfor
mat
ionweneedt
her
ightv
alue.

I
fsomeonegav
einaccur
atei
nfor
mat
ion,i
tisdi
ff
icul
ttof
indwhomadet
hemi
stake.Ther
ear
emanyr
easonsf
or
i
naccur
atei
nfor
mat
ion.Themostcommoncasei
swhent
heuserent
erwr
ongv
alue.To av
oidt
hismi
stakest
he
or
gani
zat
ionmustf
indwhohasex
per
ienceandski
l
lsf
ordat
aent
ry.Ur
gencyi
sameasur
eofhowl
ongi
twi
l
lbeunt
ilan
i
nci
dent
,pr
obl
em,
orchangehasasi
gni
fi
cantbusi
nessi
mpact
.Forexampl
e,ahi
gh-
impacti
nci
dentmayhav
elowur
gency
i
fthei
mpactwi
l
lnotaf
fectt
hebusi
nessunt
ilt
heendoft
hef
inanci
aly
ear
.
2.
1Ident
if
yingr
elev
antgui
del
inesf
orpr
ior
it
izi
ngorr
ati
ngcl
ientr
equest
s

Ther
eshoul
dbesomemechani
sm usedt
opr
ior
it
izeser
vicer
equestt
hatcomef
rom cl
i
ent
s.I
nmanyor
gani
zat
ionst
her
e
ar
erul
esandpol
i
ciest
hatgov
ernpr
ior
it
izat
ioni
ssues.Themosti
mpor
tantf
act
ort
akeni
ntoconsi
der
ati
oni
s:-

Busi
nessCr
it
icalSy
stem –t
hei
nter
rupt
ionofsuchsy
stem di
rect
lyaf
fect
sthepr
oduct
ion,
prof
itoft
heor
gani
zat
ionort
he
busi
ness.I
tresul
tsi
nbankr
upt
cy,
frust
rat
ion,
disappoi
ntmentet
c

Ur
gencyoft
heser
vicer
equest
ed

Or
gani
zat
ionalGui
del
ines

Or
gani
zat
ionalgui
del
i
nesar
ethepol
ici
esorpr
ocedur
est
hatar
eusedt
ocor
rect
lyper
for
m aspeci
fi
cact
ivi
tyoroper
ati
on
wi
thi
nanor
gani
zat
ion.Her
e,wewi
l
lseet
heor
gani
zat
ional
gui
del
i
nesusedt
opr
ior
it
izecl
i
entsuppor
trequi
rement
s.
Pr
ior
it
izecl
ientr
equest
sbasedoncr
it
ical
it
yori
mpactont
hebusi
ness

Somecl
i
entsuppor
trequest
swi
l
lbeal
l
ocat
edahi
ghpr
ior
it
y,ast
heyi
nvol
vecr
it
icalI
Tfunct
ionswhi
chcannotbecar
ri
ed
outunt
ilt
hepr
obl
em i
sresol
ved. Ext
rar
esour
cesmayhav
etobeal
l
ocat
edt
ohi
ghpr
ior
it
ysuppor
tneeds,andt
he
pr
ogr
essoft
hesesuppor
tneedst
obecl
osel
ymoni
tor
ed.

Themostcommonway
sofpr
ior
it
izat
ionmechani
smsar
eusi
ngt
hef
oll
owi
nggener
algui
del
i
nesbuti
tsbestt
orespondt
o
al
lrequest
sasqui
ckl
yaspossi
ble.

 Hi
ghPr
ior
it
y
Hi
ghpr
ior
it
yisgi
venwher
ethebusi
nesscr
it
ical
syst
em hasgotapr
obl
em.

Asi
gni
fi
cantnumberofpeopl
ear
eaf
fect
edbyani
ssue,acust
omer
’scomput
ercr
ashed,t
henet
wor
kser
veri
sdown,a
v
irusat
tack,
ort
her
eisasecur
it
yconcer
n.

Exampl
es:Theuseri
sunabl
etol
ogi
n;t
hecomput
ercr
ashed;
acust
omer
’saccounti
slockedort
hepasswor
dneedst
obe
r
eset
;acomput
erhasbeeni
nfect
edbyav
irus;
anent
ir
est
udentl
abi
sdown;
ift
henet
wor
kisi
naccessi
ble.

 Medi
um Pri
ori
ty:Asingl
ecustomeri
saffectedbyapr
obl
em buti
sst
il
labl
etowor
k,ort
her
e
ar
eprobl
emswit haserv
icebuti
tisst
il
lfuncti
onal
.
Exampl
es:
-Acust
omeri
sexper
ienci
ngi
rr
egul
arcomput
erpr
obl
ems;
isunabl
etoopenorwor
kwi
thi
nasof
twar
epr
ogr
am;
i
shav
ingpr
int
erpr
obl
ems;
hasl
ostaccesst
oaf
il
eshar
e;orr
equi
resdat
arecov
ery
/backup.

 LowPr
ior
it
y:Rout
ineormai
ntenancet
asks.
Exampl
es:A cust
omerasks“
how t
o”quest
ionsorr
equest
snew sof
twar
einst
all
ati
onsorcomput
ersetup.The
depar
tmentr
equest
saccountcr
eat
ionsorupdat
es,
dir
ect
orychanges,
ornewf
il
eshar
es.

Way
stoPr
ior
it
ize
  QUADRANT1:
Impor
tant+Ur
gent
 QUADRANT2:
Impor
tant+Not
-Ur
gent
 QUADRANT3:
NotI
mpor
tant+Ur
gent
 QUADRANT4:
NotI
mpor
tant+NotUr
gent

Fi
gur
e2.1Pr
ior
it
izi
ngQuadr
ant
2.
2Ref
err
ingr
equest
stoappr
opr
iat
eper
sonordepar
tmentf
orassi
stance

Whati
sar
equestf
orar
efer
ral
?

Aski
ngamemberofy
ourper
sonalorpr
ofessi
onalnet
wor
kforanendor
sementandi
ntr
oduct
iont
oapr
ospect
ive
empl
oyeri
sar
efer
ralr
equest
.Hav
ingar
efer
ralcanhel
psepar
atey
ouf
rom ot
herj
obcandi
dat
esandmayi
ncr
easey
our
chancesofget
ti
ngani
nter
view orj
obof
fer
.Youmaybeof
fer
edar
efer
ral
,ory
oucanr
equestone.Choosi
ngt
her
ight
per
sont
oaskandt
hebestmet
hodofappr
oachi
ngt
hem canaddav
aluabl
eref
err
alt
oyourr
esumeandcov
erl
ett
er.

Howt
ocr
eat
ear
equestf
orr
efer
ral

Empl
oyer
slook f
orr
efer
red candi
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ied exper
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Youmaychooseaconnect
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lywor
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Expr
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Sendat
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 Mai
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wor
k
You can bui
l
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wor
kforf
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tendi
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2.
3Inv
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eappr
opr
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eper
sonswi
thcl
ientsuppor
ttobecommuni
cat
ed

Communi
cat
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s si
mpl
ythe actoft
ransf
err
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nfor
mat
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rom one pl
ace,per
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oup t
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atl
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.

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ld:accur
ate,ef
fect
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guous
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ual
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 Cl
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ali
stJobDescr
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Cl
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sspeci
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 Cl
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Toensur
esuccessasacl
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aphone,
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stoensur
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fi
cul
ti
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oubl
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anal
yzi
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andr
epor
ti
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ror
s,f
ail
ures,
ormal
funct
ionst
omanagement
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 Keepingadet
ail
edr
ecor
dofcl
i
entdat
a,i
ncl
udi
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ulcomment
s,aswel
lasposi
ti
veornegat
ive
feedback.
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yzi
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omerf
eedbackandadv
isi
ngmanagementonar
easofi
mpr
ovement
.
 Mai
ntai
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i
entaccount
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ingbi
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mat
ionasneeded.
Cl
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tSpeci
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stRequi
rement
s:

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echnol
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iencedaswor
kingasacl
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i
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ati
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ds

Tool
sandr
equi
rement
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Thi
soper
ati
onsheet
 Comput
er,
Pr
ecaut
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ypr
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yquadr
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s
Pr
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St
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etabl
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St
ep-
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yor
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St
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Qual
it
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spr
ovi
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Oper
ati
onsheet2.
2Suppor
ti
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equest

Oper
ati
ont
it
le:Appl
ypr
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yor
derofr
equest
s
Pur
pose:Topr
act
iceanddemonst
rat
etheknowl
edgeandski
l
lrequi
redi
npr
ior
it
izi
ngor
derofr
equest
s.
I
nst
ruct
ion:r
ecor
dthef
oll
owi
ngr
equest
sandf
oll
owt
heoper
ati
onpr
ocedur
es
Pr
ocedur
e
For
m 1:Suppor
tRequestFor
m

Depar
t :HR Dat
ment eofRequest23/
08/
2014 Request
edI
D:XYZ130
Request
edTi 3:
me: 30A.
M
NameofCl
i
ent
:W/
rtMULU
Equi
pmentDescr
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i Del
on: lcomput
er
Pr
obl
em Descr
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i Ant
on: ivi
russof
twar
eisnotwor
king
ForI
TSuppor
tTechni
cianonl
y
Techni
cianName_
___
___
___
___
___
___
___
___
___ Responset
ime_
___
___
___
___
___
__
I
dent
if
iedPr
obl
em_
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
For
m 2:Suppor
tRequestFor
m
Depar
t :Pur
ment chasi
ng eofRequest23/
Dat 08/
2014 Request
edID:XYZ131
RequestedTime:3:
30A.M
NameofCl i
ent:At
o.Mel aku
EquipmentDescr i
pti
on:Del lcomputer
Problem Descri
pti
on:Pri
nt erstoppedworki
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ForITSuppor tTechnici
anonl y
Technici
anName_ __
_____________
____
___
_____ Responseti
me___
____
____
___
___
_
I
dent i
fi
edProblem_ _
____________
_____
___
_____
___
___
___
___
___
______
___
____
____
____

St
ep1:
Recor
dthedet
ail
sofal
lther
equest
sbypr
epar
ingar
equestr
ecor
dingl
i
st

St
ep2:
pri
ori
ti
zeandescal
atet
her
equest
sconsi
der
ingy
ourwor
kingenv
ironmentandy
ourr
olesandr
esponsi
bil
i
ties

Qual
it
ycr
it
eri
a:Sol
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oni
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ovi
dedi
njustpr
ior
it
yor
der

LAPTest2:per
for
m cl
ientsuppor
trequest
s
Uni
tThr
ee:Par
ti
cipat
einwor
kpl
acemeet
ingsanddi
scussi
ons
Thi
suni
tisdev
elopedt
opr
ovi
dey
out
henecessar
yinf
ormat
ionr
egar
dingt
he
f
oll
owi
ngcont
entcov
erageandt
opi
cs:

 At
tendi
ngt
eam meet
ingsont
imeasschedul
ed.

 Expr
essi
ngownopi
nionscl
ear
ly

 Li
steni
ngt
hoseofot
her
stowi
thouti
nter
rupt
ion.

 Dev
elopi
ng consi
stentmeet
ing i
nput
s wi
tht
he meet
ing pur
pose and
est
abl
i
shedpr
otocol
s.

Conduct
ingwor
kpl
acei
nter
act
ionsi
nacour
teousmanner
.Thi
sgui
dewi
l
lal
so
assi
sty
out
oat
tai
nthel
ear
ningout
comesst
atedi
nthecov
erpage.Speci
fi
cal
l
y,
uponcompl
eti
onoft
hisl
ear
ninggui
de,
youwi
l
lbeabl
eto:

 At
tendt
eam meet
ings

 Expr
essownopi
nions

 Li
stenot
her
stowi
thouti
nter
rupt
ion.

 Dev
elop consi
stent meet
ing i
nput
s wi
th t
he meet
ing pur
pose and
est
abl
i
shedpr
otocol
s.
I
ntr
oduct
ion

Conduct
ingWor
kpl
aceI
nter
act
ionsI
nACour
teousManner

 Par
ti
cipat
eatWor
k
Ev
erywor
kpl
acewi
l
lhav
est
affmeet
ings/
team meet
ings,
for
mal
andi
nfor
mal
discussi
ons.

Whenabusi
nesspl
acesapr
operv
alueont
het
imespentbypeopl
epr
epar
ingf
orandat
tendi
ngmeet
ings,i
tisqui
ckl
y
seent
hatt
heyar
eav
eryexpensi
veexer
cise.

Hav
eyouev
erbeent
ooneoft
hosemeet
ingswher
enoobj
ect
iveswer
emet
,noact
ionswer
eagr
eeduponandgener
all
yit
wasacompl
etewast
eofy
ourt
ime?Ef
fect
ivemeet
ingpr
ocedur
esar
eessent
ial
toensur
ethatt
hemaxi
mum out
puti
s
gai
nedf
rom ameet
ing.

Somebasi
cexpect
ati
onsar
e:

 Acl
ear
lydef
inedpur
poset
oyourmeet
ing
Askquest
ionssuchas;
Whyar
ewemeet
ing?Whatar
ewet
ryi
ngt
oachi
eve?Ar
ewemeet
ingf
ormeet
ingssake?Howev
er,
consi
dert
hatatt
imest
hepur
poseofbr
ingi
ngpeopl
etoget
herf
orameet
ingmaybet
oachi
eveot
heri
mpor
tant
i
nter
per
sonalobj
ect
ivesl
i
ke t
eam bui
l
ding,br
ain st
ormi
ng orgr
oup pr
obl
em sol
vi
ng.Make sur
ethaty
ou cl
ear
ly
communi
cat
ethemeet
ingpur
posewel
lbef
orehand,
thi
sgi
vesat
tendeest
imet
ogat
heri
deasorr
esear
chi
ssuespr
iort
o
at
tendi
ngt
hemeet
ing.

 Adv
isepeopl
eoft
hemeet
ingi
nti
mef
ort
hem t
obeabl
etoat
tend
I
tisamazi
nghowof
tenkeypeopl
ear
elef
toutofmeet
ingsorar
enotabl
etoat
tendsi
mpl
yduet
oal
ackofpl
anni
ngand
suf
fi
cientnot
ice.

 Setanagenda
Anagendaai
mst
okeepdi
scussi
onsont
rackandt
okeepev
ery
onef
ocussedont
hei
ssues.Theagendashoul
dbe
di
str
ibut
edt
oat
tendeesbef
oret
hemeet
ing.

 St
artandf
ini
shont
ime
Makesur
ethemeet
ingst
art
sandf
ini
shesont
imesopar
ti
cipant
sfeelt
hatt
hei
rti
mei
sval
uedandt
hatt
heycanpl
anf
or
ef
fect
ivemeet
ingpar
ti
cipat
iont
ofi
twi
thi
nthei
rwor
kload.

 Managet
hepar
ti
cipant
s
I
tisi
mpor
tantt
hatev
eryper
son f
eel
sthei
rat
tendanceand cont
ri
but
ioni
sval
ued.Peopl
emustbegi
ven t
he
oppor
tuni
tyt
oexpr
esst
hei
ropi
nionaswel
lasr
ecogni
zi
ngt
heymustal
sol
i
stent
oot
her
swi
thouti
nter
rupt
ion.Cl
ear
conf
li
ctmanagementst
rat
egi
esmustbei
npl
ace.

3.
1At
tendi
ngt
eam meet
ingsont
imeasschedul
ed

Team meet
ing

Bydef
ini
ti
on,at
eam meet
ingi
saschedul
edconv
ersat
ionwhenempl
oyeesdi
scussapar
ti
cul
art
opi
corl
i
stoft
opi
cs,
whi
chshoul
dbeout
li
nedonapr
e-pl
annedagendacr
eat
edbyt
hemeet
ingl
eader
.Meet
ingsar
epar
tandpar
celofev
ery
or
gani
zat
ion.I
t’
sawayf
orempl
oyeest
ogat
her
,exchangei
deas,
shar
efeedback,andl
ear
nfr
om eachot
her
.Ef
fect
ive
t
eam meet
ingsar
enotdi
ff
icul
ttoachi
evebutt
heydor
equi
reski
l
landst
ruct
uret
opul
lof
f.Ef
fect
ivet
eam meet
ingswi
l
l
hel
pyourt
eam del
i
verqual
i
tywor
kmuchf
ast
erandchar
tonabet
terpat
htoget
her
.Itwi
l
lal
sohel
pyoushowcasey
our
l
eader
shi
pski
l
ls.

WhyEf
fect
iveTeam Meet
ingsar
eImpor
tant

Ef
fect
ivet
eam meet
ingsar
epr
oduct
ive,
incl
usi
ve,
andcol
l
abor
ati
ve.Her
ear
esomer
easonswhyy
oushoul
dst
ri
vet
ohav
e
ef
fect
ivet
eam meet
ings.

 Bui
l
dsSt
rongerRel
ati
onshi
ps
I
t’
seasi
ert
obui
l
dteamwor
kwi
thper
sonali
nter
act
ion.Whent
her
e’saf
ree-
fl
owi
ngexchangeofi
deasandy
oucansee
andheary
ourt
eammat
e’st
hought
sper
sonal
l
y,y
ougett
oest
abl
i
shadeeperbondwi
thy
ourt
eam.Ef
fect
ivet
eam
meet
ingshel
pyoucr
eat
ethi
sst
rongbond.Ast
rongt
eam dy
nami
cisv
ital
towor
ksuccessandpr
oduct
ivi
ty.

 Hel
psMakeBet
terandFast
erDeci
sions
Anef
fect
ivet
eam meet
ingi
sessent
ial
toi
ssuer
esol
uti
onandbr
ainst
ormi
ng.I
fyou’
reat
eam manager
,it
’seasi
ert
omake
bet
terdeci
sionswheny
ouhav
eenoughi
nfor
mat
iononkeymat
ter
sthataf
fecty
ourt
eam.Mostoft
het
ime,
it’
syourt
eam
member
swhowi
l
lhav
emor
evi
sibi
l
ityandknowl
edgeont
hesemat
ter
s.Hav
ingat
eam meet
ingwi
tht
hem wi
l
lhel
pyou
gett
hosei
nfor
mat
ionf
ast
erandcomeupwi
thasounddeci
siont
hat
’sbenef
ici
alf
orev
ery
onei
nvol
ved.

 Faci
l
itat
esCr
eat
iveThi
nki
ngandI
nnov
ati
on
Ef
fect
ivet
eam meet
ingsal
l
owempl
oyeest
oshowcasecr
it
icalt
hinki
ng,
creat
ivi
ty,
andi
ngenui
ty.Youcancomeupwi
tha
goodi
deaal
one.

 AMedi
um f
orFeedbackandCont
inuousI
mpr
ovement
Ef
fect
ivet
eam meet
ings ar
e a gr
eatchannelf
orf
eedback and cont
inuous i
mpr
ovement
.Feedback i
s gi
ven
i
nst
ant
aneousl
yandt
hisopencommuni
cat
ional
l
owsy
ourt
eam member
stogr
owpr
ofessi
onal
l
y.Team meet
ingsar
ea
gr
eatwayt
olear
nmor
eaboutwor
kingwi
thy
ourt
eam andhowy
oucancont
inuousl
yimpr
ove.

Ti
psf
orRunni
ngEf
fect
iveTeam Meet
ings

Nowt
haty
ouknowt
hebenef
it
sofanef
fect
ivet
eam meet
ing,
it’
sti
met
ohav
eyourown.Her
ear
esomet
ipsonhowy
ou
canmakesur
etoal
way
shav
eanef
fect
iveandengagi
ngt
eam meet
ing.

 Hav
eaCl
earAgenda
Whati
sthepur
poseofy
ourt
eam meet
ing?Whatdoy
ouwantt
oshar
edur
ingt
hemeet
ing?I
sitbenef
ici
al
f
orev
ery
one?

 Det
ermi
neWhoShoul
dAt
tend
Nowt
haty
ouknowy
ourmeet
ing’
spur
pose,
whodoy
out
hinkshoul
dbei
nthemeet
ing?Doest
hewhol
eteam needt
obe
i
nitorj
ustsel
ectt
eam member
s?Whoar
etheonesi
nvol
vedi
nthet
opi
cyouwi
l
ldi
scuss?Whosei
nput
sdoy
ouneedt
o
get
?

 St
ickt
oYourAgenda
Any
thi
ngt
hat
’snotont
heagendawasnotpl
annedt
obedi
scussed.Av
oidget
ti
ngsi
det
rackedbyot
herdi
scussi
onsor
t
opi
cs.I
fyouf
eel
thati
t’
sanecessar
ydi
scussi
ont
obehad,
thensetupanot
hert
imet
odi
scussi
t.

 Det
ermi
neAct
ionI
tems
Anyact
ioni
temsf
rom t
hemeet
ingshoul
dbepr
oper
lydocument
edandcommuni
cat
ed.Det
ermi
newho’
sresponsi
blef
or
t
hem andal
sosett
argetdeadl
i
nesf
orcompl
eti
on.Youal
soneedt
osethow y
ou’
regoi
ngt
ofol
l
owupont
heseact
ion
i
tems.

 Encour
ageFeedback
Justbecausey
ousetupt
hemeet
ing,
doesn’
tmeany
ou’
ret
heonl
yonewhoget
stot
alk.Encour
agey
ourt
eam member
s
t
ogi
vet
hei
rinput
sandf
eedback.Gi
veev
ery
onet
hechancet
ospeak.You’
l
lbesur
pri
sedathowmuchy
oucangetdone
whenev
ery
onepar
ti
cipat
es.Youshoul
dal
sogety
ourt
eam’
sfeedbackonhowy
ourmeet
ingwentandwhatt
heyt
hinkcan
bei
mpr
oved.

3.
2Expr
essi
ngownopi
nionscl
ear
ly

 Gr
oundy
ourt
hought
sinf
act
s.
Opi
nionsar
est
rengt
henedwi
thf
act
sbecausey
ougr
oundy
our
sel
fint
rut
h.Combi
ney
ourt
hought
swi
thdat
a.Consi
der
say
ing,“
Isuggestwepur
suet
hesecondopt
ionbecause…”andt
henpr
oceedt
oment
ionacasest
udy
.Wheny
ougr
ound
y
ouropi
nioni
nfact
s,y
ourar
gumenti
smor
eper
suasi
ve.

 Useconcr
etewor
ds.
Themor
econcr
etey
ouar
ewi
thy
ourt
hought
s,t
hemor
ecl
eary
ouwi
l
lbeandt
hemor
epeopl
ewi
l
lli
stent
oyouand
under
standy
ou.Tr
ynott
ouseabsol
utewor
dsl
i
ke“
alway
s”or“
nev
er.
”Youdon’
twantt
osuggesty
ouknowt
heabsol
ute
t
rut
h,andy
ouar
emor
eper
suasi
vewheny
ouar
especi
fi
c.

 Speakf
ir
mly
,notnecessar
il
yloudl
y.
I
fyouhav
eanopi
nion,
sayi
tfi
rml
y.Owny
ourt
hought
.Thatowner
shi
phel
psy
out
oexudeconf
idenceandl
etsy
ourwor
ds
speakf
ort
hemsel
ves.Youcanmakeani
mpactwi
thouthav
ingt
omakeal
oudnoi
se.

 Askquest
ions,
andl
ist
ent
oot
her
s.
Br
ingot
herpeopl
ein.Donotgi
veaspeech.Hav
eadi
scussi
on.Ask,
“Whatar
eyourt
hought
s?”

Bef
lexi
ble.May
bet
heopi
niony
oust
art
edwi
thi
schangedbywhaty
ouhear
d.Cr
eat
eadi
aloguet
hatdemonst
rat
esy
our
i
nter
esti
not
herpeopl
e’
sideasandal
l
owst
hem t
oknowt
hatt
heyar
ebei
nghear
d.

 Lookatt
heper
son.
Usey
ourbodyasanot
herwayt
oshowt
haty
ouar
eopen-
minded.Makeey
econt
actwheny
ouar
espeaki
ngandl
i
steni
ng.
Tur
nyourbodyt
owar
dspeopl
e.Usey
ourbodyl
anguaget
odemonst
rat
eopenness.Whenpeopl
eseey
ouropen-
mi
ndedness,
theywi
l
lbel
i
evei
t.

 Don’
tbeacont
rar
ianf
ort
hesakeofbei
ngacont
rar
ian.
I
fyouhav
eav
ali
dquest
ionorcount
erpoi
nt,shar
eyouropi
nion.Butdonoti
ntent
ional
l
yshutdownot
herpeopl
e’
s
opi
nionst
opr
oveapoi
nt.Ar
gui
ngf
ort
hesakeofar
gui
ngi
scount
erpr
oduct
ive,
egot
ist
ical
andt
urnspeopl
eof
f.

 Speakf
ir
standl
ast
.
Theor
derofspeaki
ngmat
ter
s,t
oo.Don'
thol
dback.Speakatt
hebegi
nni
ngt
osett
het
one.I
tisal
soi
mpor
tantt
oshow
t
haty
oul
i
stent
oot
herpeopl
e'
sthought
s.Speaki
ngal
soatt
heendal
l
owsy
out
oint
egr
ateot
herpeopl
e’
sthought
siny
our
r
emar
ks.Wheny
oudemonst
rat
etoot
her
sthaty
ouhav
eli
stened,
youmakey
our
sel
fmor
eper
suasi
veandi
mpact
ful
.Hav
e
anopi
nion,anddon’
tbeaf
rai
dtoexpr
essi
t.Tomakeani
mpactandhav
eyouropi
nionhear
d,beconsci
ousofhowy
ou
del
i
very
ourt
hought
s.

3.
3Li
steni
ngt
hoseofot
her
stowi
thouti
nter
rupt
ion.

Her
eisat
endencyf
orany
onei
nadeepori
mpor
tantconv
ersat
iont
otr
ytot
hinkoft
hei
rresponse–ori
nter
ruptwi
tht
hei
r
r
esponse–anyt
imet
heyar
ebei
ngspokent
oinawayt
heydi
sagr
eewi
th.Thi
sisespeci
all
ytr
uewhenengagedi
na
conv
ersat
ionorar
gumentwi
thasi
gni
fi
cantot
her
,achi
l
d/par
ent
,orany
onet
haty
oul
ove.I
tisal
sot
ruewi
thcowor
ker
s,
r
oommat
es,
andf
ri
ends.I
tcansomet
imesbedi
ff
icul
ttol
i
stent
oal
ltheot
herper
sonhast
osaywi
thouti
nter
rupt
ingwi
th
t
hought
s,opi
nions,
ori
deasofourown.

Wemaybet
ryi
ngt
obehel
pful
,wemaynotev
enr
eal
i
zewear
edoi
ngi
t,orper
hapswef
eell
i
kewear
edef
endi
ng
our
sel
vesf
rom somet
ypeofper
sonalat
tack.Butt
hiscanbepr
obl
emat
ic,asi
nter
rupt
ionsmayhur
tthecor
eofheal
thy
communi
cat
ion.

Communi
cat
ionof
tenr
eli
esont
her
elat
ionshi
pbet
weent
woi
ndi
vi
dual
s.Ther
ehast
obet
hisf
eel
i
ngoft
rustandr
espect
f
ort
heconv
ersat
iont
obepr
oduct
iveandf
orbot
hpar
ti
est
oleav
eitf
eel
i
nghear
d.

I
nter
rupt
ionsi
nter
fer
ewi
thy
ourabi
l
ityt
oest
abl
i
shheal
thymet
hodsofcommuni
cat
ionwi
thi
nther
elat
ionshi
p,aswhen
y
oui
nter
rupt
,yousuggestt
hatwhatt
heot
herper
soni
ssay
ingi
slessi
mpor
tantt
hanwhaty
ouhav
etosay
.Fort
heper
son
t
hati
sbei
ngi
nter
rupt
ed,
thei
mpl
i
cat
ioni
sthaty
oudonotr
espectt
hem enought
ogr
antt
hem y
ourt
ime.

Gener
all
y,wheny
oui
nter
rupt
,iti
sbecausey
ou’
ref
ormul
ati
nganar
gumenti
nyourheadwhi
l
etheper
soni
stal
ki
ng.I
n
or
dert
ofor
mthatar
gument
,youof
teni
gnor
ewhatt
heper
soni
ssay
ingi
nfav
orofy
ourt
hought
s,andi
ntur
nyoumay
mi
sunder
standt
hem ormaymi
ssoutoni
mpor
tanti
nfor
mat
ion.

3.
4Dev
elopi
ngconsi
stentmeet
ingi
nput
swi
tht
hemeet
ingpur
poseandest
abl
ishedpr
otocol
s.

 Fol
l
owaconsi
stentagenda
Thi
scani
ncl
udet
opi
cs,
speaker
s,act
ioni
tem r
evi
ewandt
imel
i
ner
evi
ew.

 Pr
ovi
deaconsi
stentappr
oacht
opr
esent
ati
onmat
eri
als
Thef
ormat
,lengt
h,col
ors,
andf
ontshoul
dbeconsi
stentsot
hepar
ti
cipantknowswher
etogof
orr
elev
anti
nfor
mat
ion
andnotr
elear
nthenewst
yleeachmeet
ing.

I
fyouneedcer
tai
npeopl
einkeyl
ocat
ions,
reser
vet
hei
rseat
sanddon'
tl
eav
eev
ery
oneguessi
ng.
 Fol
l
ow-
up
I
nat
imel
ymanner
.Consi
stencyi
nthet
imel
i
nessofmeet
ingmi
nut
esandupdat
esi
scr
it
ical
.Consi
stentmeet
ingswi
l
l
hel
ppar
ti
cipant
sact
ivel
yengageanddel
i
verr
esul
tswi
thoutcr
awl
i
ngupt
hemeet
ingl
ear
ningcur
ve.Thi
scoul
dbet
he
secr
etsaucet
oimpr
ovey
ourmeet
ings.

3.
5Conduct
ingwor
kpl
acei
nter
act
ionsi
nacour
teousmanner

Bui
l
dinggoodwor
kingr
elat
ionshi
psi
sext
remel
yimpor
tantf
oraheal
thywor
kpl
ace.I
fyoucangetal
ongwi
thot
her
sint
he
of
fi
ce,y
oucangetal
ongwi
thy
our
sel
faswel
landy
ouar
eabl
etoengagepeopl
einacour
teousmannert
hatr
espect
s
t
hei
rindi
vi
dualt
rai
ts.Att
heendoft
heday
,youcr
eat
ethegr
oundsf
oraposi
ti
veempl
oyeei
nter
act
iont
hatcanboost
empl
oyeemor
aleanddr
iveor
gani
zat
ional
per
for
mance.
Her
ear
ecer
tai
nti
psonhowt
obecour
teoust
oyourco-
wor
ker
s:

 Saygoodmor
ning
Exchangi
ngadai
l
ygr
eet
ingi
samustt
obui
l
dsuccessf
ulwor
kingr
elat
ionshi
ps.Al
thoughev
erywor
kpl
acehasi
tsown
or
gani
zat
ionalcul
tur
e,f
inancei
sacompet
it
ivef
iel
dandi
trequi
resadel
i
cat
ebehav
ior
.Say
inggoodmor
ningbyl
ooki
ng
peopl
eint
heey
ewhi
l
epassi
ngf
rom t
hei
rcubi
clesort
hehal
lshowst
haty
ouacknowl
edget
hem,
ther
efor
emaki
ngt
hem
f
eel
impor
tant
.Att
hesamet
ime,
youpr
esentasoci
abl
eandf
ri
endl
yface.

 Sayt
hanky
ou
Whenacowor
kerof
fer
sassi
stancewi
thapr
oject
,makesur
etoacknowl
edget
hei
rcont
ri
but
iont
othesuccessf
ul
compl
eti
onoft
het
ask.Say
ingt
hanky
oushowsr
espectandgr
ati
tudeandwhaty
ouear
ninr
etur
nist
hegr
eatf
eel
i
ngof
hav
ingencour
agedacowor
kert
oputt
hei
rbestef
for
tinhel
pingy
ou.Ther
ear
emor
eway
stot
hanksomeonet
hanact
ual
l
y
say
ingi
t.

 Showmut
ualr
espect
Showi
ngmut
ual
respectatwor
kpl
acei
ndi
cat
est
haty
out
rul
yval
uey
ourcol
l
eaguesandt
hatt
heyv
aluey
ouback.I
nfact
,it
i
smor
ethanbei
ngr
espect
fulbecausewi
thy
ourat
ti
tudeandbehav
iory
oui
nst
il
lmut
ualr
especti
nor
dert
ocr
eat
ea
pr
oduct
ive,non-
toxi
cwor
kingenv
ironment
.Li
stencar
eful
l
ytowhaty
ourcowor
ker
shav
etosay
,geti
nthei
rshoesand
wheny
ourt
urncomest
opr
ovi
deananswer
,tr
ytouseanopenappr
oachwi
thposi
ti
veaf
fi
rmat
ions.Combat
ivel
anguage
i
snotr
ecommendedwheny
out
ryt
oear
nmut
ualr
espect
.Inaddi
ti
on,
begenui
newhenshowi
ngr
especti
nor
dert
ocr
eat
e
acy
cleofposi
ti
ver
elat
ionshi
psatwor
kpl
ace.
  Vol
unt
eer
Goi
ngt
heext
rami
l
eatt
heof
fi
cecannev
erf
ail
you.Vol
unt
eer
ingf
ort
hebestoft
hecommuni
tyi
sal
way
sappr
eci
ated.

 Beagoodcubi
clenei
ghbor
Wor
kingcl
oset
osomebodyel
ser
equi
resr
espect
ingot
herpeopl
e’
spr
ivacy
.Mostoft
het
imes,cubi
clesar
epl
acedr
eal
l
y
cl
oset
oeachot
her
,whi
chmeanst
haty
oushoul
dbeext
racar
efulwi
thcer
tai
nthi
ngs.Forexampl
e,av
oidbr
ingi
ngsmel
l
y
f
oodl
i
kehar
dboi
l
edeggsandt
unasandwi
chesi
nyourcubi
cle,orav
oideat
ingaty
ourwor
kst
ati
oni
ngener
al.Take
adv
ant
ageofabr
eak,unwi
nd,goout
side,cal
laf
ri
endandr
etur
ntoy
ourt
asksr
efr
eshedandr
einf
orced.Av
oidpl
aci
ng
phonecal
l
sont
hespeakerorl
i
steni
ngt
ofav
ori
temusi
cwi
thoutheadphones.Takey
ourper
sonalcal
l
sout
sideori
nan
empt
yconf
erencer
oom andt
ryt
oli
mitdi
str
act
ionswi
thi
nyourcubi
cle’
swal
l
s.

 Pr
omot
eef
fect
ivecommuni
cat
ion
Goodr
elat
ionshi
psar
ebui
l
tonef
fect
ivecommuni
cat
ion.Thesamegoesf
orwor
kingr
elat
ionshi
ps,
whi
chcanbebui
l
tvi
a
phone,emai
loratt
hewor
kpl
ace.Nomat
terwhatt
henat
ureoft
her
elat
ionshi
pis,y
ouhav
etomakesur
ethaty
ou
communi
cat
ecl
ear
lyandef
fect
ivel
yinamannert
hatnotonl
ytheexchangedi
nfor
mat
ioni
sunder
stood,butal
sot
he
emot
ionsbehi
ndt
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