Edit 
Delete - Last Modified By: man at 19/01/2016 10:43:28 AM
Active Listening Techniques
The Below Details the 5 Steps in Active Listening Techniques and how each Technique helps in not only taking in what an end user or client is trying to say to you, but how to Hear or Listen to your clients effectively, giving them your undivided attention.
In Acompanying this technique, you should also take into account the COMPTIA Troubleshooting Process in FLET-S01-3-01, as well as information within the Bottom-up Approach to Layered Troubleshooting in FLET-S01-3-04. This is because while you are Actively Listening to the client, you also have to go through a few steps in the Troubleshooting Process at the same time.
Please also watch the Below Link for a Visual Depiction on what you are trying to learn with Active Listening Skills.
Effective and Active Listening Skills
Edit Delete - Last Modified By: man at 19/01/2016 11:39:06 AM
Communicating with an IT Client
The below details what bad and good communication in IT is. It then shows steps in how to create a good IT Communication Session, Whilst at the same time showing respect to your Clients or Customers. Please also watch the video in FLET-S01-6-04.
You will need to Answer the Questions within this Activity
Edit Delete - Last Modified By: man at 19/01/2016 11:20:29 AM
Communicating with an IT Client - Scenario and Reflection
Details a Scenario Based Activity within an IT Service Desk Environment. You need to act this out within a Classroom based environment in front of your Trainer, along with your Work Colleagues. You then need to answer the Questions in the Activity
Edit Delete - Last Modified By: man at 19/01/2016 11:34:40 AM
Six Ways to Show Respect Customer Service (Video)
Please Watch the video into Ways of Showing Respect within Customer Service. These can be applied to any form of Customer Service, and are necessary within communication with IT Clients. Please take Note of all 6 Steps.
Edit Delete - Last Modified By: man at 19/01/2016 11:42:02 AM
Logging Client Incidents and Requests
Please see the below for information on why it is important to log client incidents and requests. Please also complete the activity questions.
Edit Delete - Last Modified By: man at 19/01/2016 12:10:13 PM
ITIL - A guide to Incident Management
Please see below for a brief introduction to the basic Principles of ITIL Incident Management. Please use this to then answer questions within Activity FLET-S01-6-05.
Edit Delete - Last Modified By: man at 3/05/2016 8:07:29 AM
What is an Acceptable Use Policy?
Please read the below and refer to the Templestowe College Acceptable Use Policy in FLET-S01-6-08, then answer the Questions.
Edit Delete - Last Modified By: man at 19/01/2016 12:14:19 PM
Templestowe College Acceptable Use Policy
Please use the below in relation to Answering Questions within Activity FLET-S01-6-07
Edit Delete - Last Modified By: man at 22/11/2016 2:32:31 PM
Job Management System - Log Self Assessment
You will be instructed to provide evidence of your Job Management System Jobs that have been resolved. This assessment is constructed to show your growth in troubleshooting, diagnostics and attention to detail over the course of the year within working in IT.