Seven Steps to Better Communication

Note: This is a real incident which occurs every single day.
The names have been changed to protect the guilty.

Disclaimer :
I regret that this one-act play confirms many typical stereotypes,
but I do feel it is accurate in many cases.

The Scene:
Johnny Geek (JG), who works in computer support, is sitting in his cubicle sipping his morning Starbucks coffee and surfing the Net.
Life is sooooooo good.

Mary Symple (MS), who works in marketing, calls Johnny on the
computer support hotline.

MS – “Hi, this is Mary Symple in the Marketing Division.
My computer’s broke. It won’t work. What do you think is wrong?”

JG – “Well that’s hard to say Mary.
First off, what sort of windows do you have?”

MS – “Well (Pause), I have one large window on my right side and
a small window on the left.”

JG – “Mary, it sounds like you may have an “ID – 10T” problem.
I’m pretty busy, but I can be down in about an hour or so.”

MS – “That would be great. Thanks a lot.”

For those of you non-support people, the “ID – 10T” problem,
spells out the word IDIOT.

So if anyone tells you that you have a “ID – 10T” problem,
you know right away what they’re thinking.

An Hour Later Johnny Geek shows up.

JG – “Mary I tell you what, this might get a bit complicated and
technical – would you get me a cup of coffee please?”

MS – “Sure, I’d be glad to help.”

Mary leaves to get the coffee.

Johnny Geeks turns off the computer and restarts it up.
The computer problem is fixed.

Mary Symple comes back with the coffee.

JG – “Thanks for the coffee Mary. I think I’ve got your problem fixed.
It was a bit complicated, just like I thought – an “ID – 10T” error.

MS – “Wow, you’re a miracle worker. I don’t know how you can work with such a complicated piece of machinery. I’m going to write a thank you note to your boss. You’re the best.”

JG – “No problem Mary. You know we’re here to serve. Any time you think you may have an “ID – 10T” problem just give me a call.”

THE END
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This one-act play is probably performed thousands of times in
corporate America each and every day.

While all computer problems may not be fixed by a simple “restart”
solution, most answers are well-kept secrets.

I’m sure you’ve heard the quote,
“Give a man a fish – feed him for a day.
Teach him to fish – feed him for a lifetime.”

The Johnny Geeks of the world are continually handing out fish to the rest of the corporate office. They come up with solutions; they fix your immediate computer problem, but they either can’t or won’t share their answer in non-technical, non-geek language which the rest of us can understand.

They also won’t take the time to teach the user how to fix it themselves the next time they have a problem.

From the corporate standpoint, Johnny Geek is costing the company money in hours of lost productivity and extra staffing needed.

Johnny Geek needs to not only learn how to translate “geekspeak” into non-technical every day language, but then he also needs to take the time to make sure the Mary Symples of the world can fix it themselves the next time there is a problem.

While I’m not a corporate computer support person, in actuality it’s what I’ve been doing on an almost weekly basis with my friends and family.

I’ve had a computer for over twenty years and I’m the local“computer expert.”

Here are a few tricks I’ve learned over the years to help people learn how to fish themselves.

_________________________________________________

#1. Buy a “Computer Notebook.” This is a medium size spiral notebook with the words “Computer Notebook” on the front. EVERYTHING that the user needs to learn or remember is written down in the notebook. The notebook is always kept on the desk, right next to the computer.

When the user learns something which they may later use, they write it down in the notebook. If they need to do six steps, then number each step in the notebook and write down exactly what to do in each step.

1.
2.
3.
4.
5.
6.

You must reinforce the idea of using the notebook. Have them write down everything you say which will help them in the future. Writing things down also will help them fix it in their memory.

_________________________________________________

#2. Have the User Make the Changes or Perform the Task.

Just because you know how to do something, doesn’t mean Mary can watch you and remember what you do.

There’s a quote which says,

“I hear and I forget
I see and I remember
I do and I learn.”

You want people to learn how to fix the problem themselves the
next time it occurs. If you just explain it to them, they will undoubtedly forget it.

Let them sit in front of the computer and make the changes
themselves.
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#3. Slow Down - No, I mean it - Really Slow Down.

When you’re in teaching mode, slow down to a snails pace.
Look at your audience, look at the faces of the people you’re
talking to.
Are they getting it? Do they have puzzled looks on their faces?
Are you going so fast they can’t follow?

Don’t assume people will stop you and ask questions.
People don’t want others to think they’re slow and stupid.

If you’re teaching via laptop and projector, don’t go through ten
steps and ask,
“Does anyone have any questions?”
Go one step at a time – move very slowly.
When you’re teaching you can only go as fast as the slowest
person in the class.

Reinforce the idea that – There are NO stupid questions.
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#4. Keep Your “Geekspeak” to a Minimum.

Keep your technical language to a minimum.
Translate technical terms into words your user will understand.
Don’t assume that Mary will know what you mean when you start
using computer terms.
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#5. Remember the KISS Principle – Keep It Simple Stupid

Explain the process using small, simple words.
Don’t get fancy. Don’t show them four way to do the same thing.
Show them one way to do a task.
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#6. Use Repetition!

A. Show them the whole process and let them get a feel for what
they’re trying to do. They should just be watching at this point.

B. Go through the steps again very slowly, and let them repeat
what you’re doing it or have them do it themselves.

C. Let them do the all the steps themselves without your
intervention.

D. Have them write the procedure down so they won’t have to
call you next time.
_________________________________________________

#7. Teach Them How to Use the “Help” Menu and/or “Google” to
Find a Solution.

Just because you haven’t taught them the exact solution to their
particular problem doesn’t mean they can’t find the answer
themselves.

Show them how to use the “Help” Menu to find answers to their
questions. Also, show them how to use “Google” to find an answer
to their question.

Once they learn this process, your job will become much easier.
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To summarize, the “Seven-Steps” is one which is primarily on the
shoulders of computer geeks in corporate America.

You will always be dealing with “ID – 10T’s.”

The trick is to turn them from idiots into well-trained computer users
who can solve “most” of their computer problems without your
intervention.

And the next time Mary Symple gives you a call asking for help, go through the “Seven-Steps” with Mary and you’ll probably have more time tomorrow for Starbucks, surfing the Net and life again will be soooooo good.
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Here are a few more lessons learned in the classroom from an IT
trainer - Aileen Sandoval

• Teach navigation first -- covering everything, even if it seems
obvious.

• Always follow new material with practice exercises. If possible, use real-world, user specific examples. Follow each section or chapter with a review exercise. End the training with a 'test' or review of some sort. All of my trainees have said they refer back to the comprehensive exam more frequently than the manual. And again, make the tests, reviews, and exercises relevant to real world circumstances.

• It can be a chore to make sure you have accurate sample
data - but it’s worth it.

• People understand better when you speak their language.

• Allow the users access to the system to practice outside of class time. We required each trainee to practice a minimum number of hours, and it made a difference in their preparedness.

• Provide print manuals even if the manual is available electronically. Use lots and lots of images and screen shots.

• Customize the screen-shots in your manuals to reflect your data - again, it will make a difference to your users.

• Avoid jargon and pace yourself with your class.

• Intimidated students don't ask questions. Really lost students don't ask questions. Engaged students who are 'getting it' will ask lots of questions - because they'll see how their jobs are changing, and want to make sure you've thought of all the details.
If the class is too quiet, switch gears and get everyone back on the same page.

• You won't know everything. Some things will still be in the testing or customization phase. Be comfortable in admitting this, and keep a flip chart or white board available to write down the things you'll need to research. Follow-up with the students after you've gotten the answer. If possible, use class time to cover it. If not, follow up via email - listing the question and the resolution.

• If a student says something isn't working - don't assume they're just doing it wrong. We found a few bugs and issues during training that testing hadn't revealed.

• Be available, in the training room, before and after class. It’s
a great time for questions and deeper one-on-one teaching.

• If possible, have students bring pieces of their current daily work and slot a time each day to see how it would work in the new system.

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Here are emails I received in response to the above article:

Tom,
Thank you for your informative e-mail.

All along I thought I was Jane Wilson.
I appear to be, however, Mary Symple.
To me these computers are a necessary evil.
They are as foreign to me as can be. NOTHING comes naturally to me when it comes to these @#*&% computers. I really feel our help desk is very helpful but I have to agree with you. They come here push buttons & then with no explanation; no NOTHING they're gone. I am left with NO idea of what happened, if it was something I did, a common bug with the program or etc.

Thanks to you, as of today, I have a split personality.

I remain confused,

Jane Wilson or Mary Symple

Tom --

Good advice. I keep a folder of trouble-shooting notes for each of the Microsoft applications. And, it too has been my experience that computer helpers aren't interested in teaching me to help myself, but rather leave me dependent on them if I should experience more problems.

Bob