You’re struggling to keep up with your technical support team. How can you improve your communication skills?

1 Understand the problem

Before you can communicate a solution, you need to understand the problem. Listen carefully to what the customer or the colleague is saying, and ask clarifying questions if needed. Don't assume you know what they mean or what they want. Repeat back what you heard to confirm that you are on the same page. Use simple and specific language to avoid confusion or misunderstanding.

3 Be concise and clear

When you communicate a solution, be concise and clear. Don't use jargon, acronyms, or technical terms that the other person may not understand. Explain the steps or actions they need to take in a logical and sequential order. Use bullet points, numbered lists, or screenshots to make your message easier to follow. Check your spelling and grammar before you send or say anything. If possible, ask for feedback or confirmation that the solution worked.

4 Show empathy and respect

Communication is not only about transmitting information, but also about building relationships. Show empathy and respect to the person you are communicating with, regardless of their role, level, or attitude. Acknowledge their feelings and frustrations, and express your appreciation and apology if needed. Use polite and positive language, and avoid sarcasm, criticism, or blame. Try to match their tone and style, but don't compromise your professionalism or integrity.

5 Learn and improve

Communication is a skill that you can always improve. Learn from your experience and feedback, and identify your strengths and weaknesses. Seek opportunities to practice and enhance your communication skills, such as taking courses, reading books, or joining groups. Ask for advice or mentorship from your colleagues or managers who are good communicators. Keep an open mind and a growth mindset, and don't be afraid to try new things or make mistakes.