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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 8. Training Skills

Help desk specialists frequently need to train customers, users, and other help desk personnel, so a basic understanding of training skills can be very useful. It’s not enough to just master the technical knowledge to be a successful trainer. Instead, trainers have a wide variety of skills and techniques that they use to share their knowledge and help others learn. Some of these skills are unique to classroom training, but many of them apply to both classroom training and one-on-one training.

It’s important to realize that many of the skills discussed in this chapter can take quite a while for anyone to master. Additionally, the topics in this chapter introduce training, but a single chapter cannot adequately cover ...

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