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Workshop in a Box: Communication Skills for IT Professionals by Abhinav Kaiser

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In IT, unlike other industries where there are separate teams to convey information, most employees communicate on a regular basis—either with customers or vendors, and definitely between peers and other parts of the organization. The preferred medium is through e-mails if there isn't a sense of urgency and when formal communication is to be made. For urgent and informal information exchanges, an instant messaging engine is generally used. Apart from these, IT teams employ portals and ticketing systems to store knowledge, track activities and convey real-time updates to customers and stakeholders. It might sound simple enough, but it isn't. There are numerous cases of wrong interpretation by customers and conflicts within teams ...

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