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Prior to becoming an information technology professional I worked for many years as a radio broadcaster. Simultaneously, during that time I also worked as a retail salesman. As disparate as those job types may seem on paper, the proved to be incalculably valuable in my current role as an IT professional. Why is that? At the heart of any technology problem there is a living, breathing person in need of assistance. With that being said there are certain concepts which I feel are vital to understand if one is to not only solve the immediate technical problem before them, but also leave a lasting positive impact on the person in front of them as well.

Firstly, use the right verbal tools for the job at hand. In other words, do not use jargon, acronyms or other terms which will obfuscate clear communication between yourself and the party you are assisting. Doing this does not earn you any “points” with the other person. On the contrary, it appears as if you are trying to “one-up” the other party by being clever. No one likes feeling like they are being talked down to. With this in mind make sure to communicate in a way that makes sense to the person you are speaking with. For example, if the person you are talking with mentions earlier in your conversation that they enjoy, say, cooking or baking, use this to assist in making yourself clear. You could say that the “source code” of a program or website is like a baking recipe; when followed in sequential order, an output or result occurs. The person you are speaking with may have an “ah-ha!” moment of clarity and you will have made your point without causing undue vexation.

Secondly, always maintain a positive attitude. One of the pieces of wisdom I picked up as a radio broadcaster was that people can “hear” you smile. It comes across in your voice and is doubly important in face-to-face communications. If you’re having a rough day or are frustrated with other concerns do not let these distractions take you away from the person you are dealing with in the moment. Give them your full and undivided attention, actively listen and you will go far in your career.

Thirdly, project confidence. This does not mean to be brash or overly confident. Rather, you are a source of authority to the person who does not know how to solve a problem. If you do not know how to immediately solve the situation at hand, do not lie about it. People will respect you more if you do not know and say “I don’t know how to solve this yet; I’m going to look into this with more research,” than simply making up an answer. You will lose credibility in their eyes and, if this is your living, you will lose income as well.

Lastly, do not take to social media to disclose frustrating encounters. As humorous or irritating as a situation may be it is not worth the potential fallout. For example, you could receive disciplinary action up to and including termination depending on the situation. It’s just not worth invisible Internet points on, say, Reddit, if the story costs you your job.

One of the most important lessons I learned working in broadcast radio is “Your microphone is always ‘hot’.” In other words, be careful what you say in front of a live audience. This sentiment is especially true when dealing with the public within the context of working as an information technology professional. Be mindful of your audience and match the tone and content of your communication to the environment and it will go a long way towards achieving successful interpersonal communications.

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"EModule" © / Halfwitty, CC BY-SA 4.0, via Wikimedia Commons
"Warning1.png" © / ddog, CC BY-SA 4.0, via Wikimedia Commons
"Comic speech balloon.png" © / Ilya at Simpleshow Foundation and mysimpleshow, CC BY-SA 3.0, via Wikimedia Commons
"Shure mikrofon 55S.jpg" © / Holger.Ellgaard, CC BY-SA 3.0, via Wikimedia Commons
"On Air white sign.gif" © / Kootenayvolcano, CC BY-SA 3.0, via Wikimedia Commons