Question

Which are more important to a successful technology troubleshooter, please answer the "why" and thoroughly explain for each:

• Good technical skills vs. good people skills? Why?
• Good listening skills vs. good speaking skills? Why?
• What they know vs. what they can find out? Why?

Answer 1

Technology trouble-shooters are support representatives who works on a product to give solutions to the user related problems. They provide correct solution of the problem to the user by using tools, method and knowledge of the product.

1. Good technical skills vs. good people skills? Why?

Answer : Technical skills of the trouble-shooter are acquired from previous work experiences and guidelines of a product and tools used by product team to debug an issue.

People skills are communication skills such as Listening, Speaking , understanding etc..

Good technical skills are more important than good people skills but that does not mean that good people skills are neglected. I am just stating the comparison. Without good people skills, representative wouldn’t be able to understand the problem correctly and may not be able to give correct solution. Technical skills helps trouble-shooter to understand the problem and provide a better solution.

2. Good listening skills vs. good speaking skills? Why?

Answer: Good listening skills are required to understand a problem correctly and by listening carefully to the end user, one can identify the issue correctly and may provide the correct solution.

Good speaking skills are required to provide a solution in a better way and ask questions to understand more about the problem.

Good listening skills are more important than good speaking skills because to understand the problem correctly you need a good , active listening skills and without that you may not be able to provide the correct solution of the stated problem. Without good listening , trouble-shooter will struggle to find the appropriate solution. If you listen well, you will ask appropriate question to find the exact problem. Hence solution will be more accurate.

3. What they know vs. what they can find out? Why?

What they know means, Knowledge of the representative (trouble-shooter) like tools, methods , skills to solve a problem which he gained through experiences.

What they can find out means skill to understand the problem and analyse the problem correctly and which tool, method, strategies will help to solve the problem.

What they can find out is more important. Because problem can be new and no documentation is around for solving such problem which require analytical thinking to understand and to find out more information regarding the problem stated by user. One has to ask more question to get the problem correctly.

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