Explaining security and IT work is often harder than the work itself. Ten habits will sharpen how you explain it to specialists, executives, and everyone in between.
Good security and IT professionals know technology. The great ones also know how to communicate with both technologists and non-techies. Strong communication skills are critical in these fields, yet they are rarely emphasized in training or education programs.
Here are my 10 tips for those who want to improve their communication skills:
- Empathy is key. What is important to your listener? Frame the conversation from their perspective.
- Watch out for tech jargon. Terms and acronyms that are second nature to you might be unfamiliar to the other person.
- Be careful not to sound superior when discussing topics in which you think you’re better informed.
- If one or two messages don’t explain your perspective, switch to a real-time conversation, such as a call, video, or in-person.
- Use email or chat to prepare the person for a meeting or a call.
- Don’t respond in the heat of the moment. Let your emotions cool off before hitting Send or picking up the phone.
- Find the best timing for the conversation: some people are grumpy in the morning, sleepy after lunch, and in a hurry at 5 p.m.
- If the person doesn’t respond to your first message, don’t take it personally. Follow up.
- Conclude the conversation by agreeing on the next steps, who will do what, and what the due dates are.
- Be brief.
For more tips on this, take a look at my one-page Troubleshooting Human Communications cheat sheet. For the writing counterpart, see Writing Tips for IT Professionals.
