Real-Life Communication -- Solution
In order to find a solution to Michelle's problem, Lucy first
had to narrow down the possibilities. This process was relatively easy.
First,
Lucy determined that it was probably not a problem with the software itself.
It had been reliable to that point and Michelle had not made any changes to
it. Adding new graphics to her presentation also should not affect whether
a document prints.
Lucy also eliminated the possibility of a virus.
She assumed that the recent virus software upgrade would have detected and
repaired any such problems. It became more apparent the problem likely had
something to do with the move, since everything appeared to be working as
it should. There was just one last thing to check.
Lucy asked Michelle
to go see if there was anything in her old second-floor printer.
Michelle
needed to redirect her printing to a printer on her floor. The presentation
was actually waiting for her on the second-floor printer.
In this case,
the solution turned out to be an easy one to find. There never was a problem,
at least in a technical sense. Michelle's computer was printing as it
always had. All that was needed was for the computer to be set to print to
her new printer.
In no time at all, Michelle had her presentation,
and Lucy had the satisfaction of being able to help solve what at first seemed
like a tricky problem.
"Being someone who's articulate and being able
to communicate ideas is going to make sure that when you are doing help desk
calls, either on the phone or in person, you're able to... actually listen
to the person and make sure you're taking in the information," says
technical instructor Orrett Morgan.
"There's nothing more frustrating
than for you to explain a problem and then have the person who's supposed
to be helping you not understand it because they couldn't take the information
from what you said and translate that into actual action."