Unit Code :- ICT106
Unit Name :- Technical User Support
Resource :- None
Assessment Type :- Assignment 1
ICT106 Technical User Support Assignment
Question 1 :-
Mrs xxx bought a laptop for her son for online classes during the COVID-19 pandemic. After two months of use the audio facilities of the laptop malfunctioned. Mrs xxx visited the support department for the laptop company. Paul a senior support help desk agent attended to Mrs xxx query. Since Paul has dealt with several similar problems he told Mrs xxx that there is no need to continue explaining since he knows the problem with Mrs Smith’s laptop. He instructed Mrs xxx to go home and update the laptop using the latest drivers from the internet. Mrs xxx didn’t want that solution because she didnt know how to update computer drivers. While Mrs xxx was talking Paul was typing the incident. Mrs xxx got up set with the customer service she received. She shouted and demanded to be served by the manager.
ICT106 Technical User Support Assignment
(i) If you were Paul describe the steps and give examples of the actions and activities you could have taken to ensure that your communication with Mrs xxx becomes effective?
(ii) Identify and explain three barriers to effective communication that have been demonstrated by Paul in this case.
(iii) Describe in detail the steps you would have taken to calm Mrs xxx down when she was shouting.
Question 2.
With the aid of diagrams discuss sequential and iterative problem solving approaches.
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