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Compassionate
Geek
Mastering
Customer Service for
I.T. Professionals
Based on
the book
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During this presentation, Ill be sharing some very specific words and language for use
in dealing with other people. The words Im sharing are my words and the words of other writers.
Use these words and statements not as scripts, but as idea starters to help you create your own
language for dealing effectively with other people.
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02 Interactive Exercise: Remembering the Good, the Bad, and the Awful
Heroes
Villains
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soundtraining.net
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1. __________________________________________________________________________________
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To respect someone:
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1. __________________________________________________________________________________
2.
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3.
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10
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Always
Usually
Sometimes
Seldom
Almost Never
5 points
4 points
3 points
2 points
1 points
Behavioral Habit
Score
Scoring:
44+ = High level of emotional maturity, awareness and control. You have a positive and inspiring impact on others.
38 - 43 = Higher than average level of emotional intelligence. Concentrate on self-awareness and control, and developing
increased empathy for others.
32 - 37 = You have a base line awareness of what emotional intelligence is. Be alert for opportunities to increase levels of
self-awareness and empathy toward others, and to refine responses.
31 or lower = Now that youre of aware of emotional intelligence, monitor your emotions and their impact on you and
others. Notice how your behavior impacts others and get feedback on how to modify behavior which has a negative effect.
Building Leadership Skills: Leading Teams Winter 2006-2007This exercise is based on material created by
Andrew Sanderbeck for the Infopeople Project [infopeople.org], supported by the U.S. Institute of Museum
and Library Services under the provisions of the Library Services and Technology Act, administered in California
by the State Librarian. Any use of this material should credit the author and funding source.
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Short-term solution:
Long-term solutions:
12
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1. __________________________________________________________________________________
2.
__________________________________________________________________________________
3.
__________________________________________________________________________________
4.
__________________________________________________________________________________
5.
__________________________________________________________________________________
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13
Rating on a scale
of 1 to 5 (5 is best)
Yourself
Your customers (users)
Your boss
Your co-worker
Your closest friend (not spouse)
Your spouse or significant other
Total
Scoring:
5 or less = Isolation chamber
20 or greater = Great listener
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S=Sometimes
Rating
R=Rarely
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1. __________________________________________________________________________________
2.
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3.
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4.
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5.
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6. __________________________________________________________________________________
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soundtraining.net
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don@soundtraining.net
1. __________________________________________________________________________________
2.
__________________________________________________________________________________
3.
__________________________________________________________________________________
4.
__________________________________________________________________________________
5.
__________________________________________________________________________________
1. __________________________________________________________________________________
2.
__________________________________________________________________________________
3.
__________________________________________________________________________________
4.
__________________________________________________________________________________
5.
__________________________________________________________________________________
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17
18
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1. __________________________________________________________________________________
2.
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3.
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Source
Solution
2.
Source
Solution
3.
Source
Solution
4.
Source
Solution
5.
Source
Solution
20
Is it under
your control?
Highintensity,
Lowduration
Lowintensity,
Highduration
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
If it is under your control, what can you do about it to achieve a positive outcome? If it is not
under your control, your best course is to accept it and let it go.
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Available in paperback and Kindle editions through Amazon and other channels.
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Books for
I.T. Professionals
from author Don R. Crawley
ISBN: 978-0-98366-070-5
$20.00
ISBN: 978-1-44959-662-0
$40.00
ISBN: 978-1-45368-992-9
$40.00
BRAND-NEW!
Tweeting Linux: 140 Linux
Configuration Commands
Explained in 140 Characters
or Less is a straight-forward approach
ISBN: 978-0-98366-071-2
$30.00
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Don R. Crawley
Keynote speaking
Breakout sessions
Learning
solutions that
come right to
your door!
Onsite Training
Makes Sense!
24
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