Pathway core element 2 - Communication in digital support services

This resource list has been created to support the T Level Technical Qualification in Digital Support Services.

Communication in digital support services is a pathway core element that focuses on communication methods, formats and techniques. Attention is given to the factors to consider when communicating to an audience in a digital support services environment and communication of technical and non-technical information.

Practical experience can be gained through role playing, and this element is a good prerequisite for the industry placement aspect of the course.

This video explores how to communicate effectively in the workplace. It covers topics relating to verbal and non-verbal communication. This video will provide a good starting point for coverage of P2.5 and P2.6.

The single greatest skill you can have beyond your own technical skills is communication of technical topics to non-technical people. Not only is this efficient but people will feel more involved and in the know and you'll be well liked. P2.4, P2.5 and P2.6 is concerned with technical and non-technical communications, this video describes methods to communicate technical information effectively using non-technical language.

In a recent webinar on storytelling with data, Senior Lecturer Miro Kazakoff covered some of the tools and techniques you can use to be a more effective communicator within your organisation. This resource will provide real world examples that can be used for P2.6.

This video demonstrates the importance of ticketing systems and asset management by providing example systems and the elements that they contain. The video will be beneficial when covering P2.2 and P2.5 and will remove the need for a working helpdesk or ticketing simulation tool.

Quality AssuredCollectionCategory:CareersPublisher:STEM Learning

This STEM Learning resource collection aims to support STEM Ambassadors to highlight the top 10 employability skills to young people, with examples of activities and discussions to support young people to develop these skills in either school, college or other settings.
These two resources focus on communication and interpersonal skills.

This article explores role-playing in a communication context and how a team can use role-playing techniques to prepare for a variety of challenging and difficult situations in the workplace. This has information that will aid with the coverage of P2.1 and P2.2.

Quality AssuredCategory:STEM AmbassadorsPublisher:STEM Learning

This STEM Learning resource collection aims to support STEM Ambassadors to highlight the top 10 employability skills to young people, with examples of activities and discussions to support young people to develop these skills in either school, college or other settings. This resource with help with delivery of P2.2 types of communication formats and techniques applied to digital support.

Customer service is about more than the customer. It’s about your business and your teams, too. Zendesk not only makes things easy for your customers, but also sets your teams up for success, and keeps your business in sync. It’s everything you need, in one powerful package.
This online helpdesk will provide a free introduction into help desks and ticketing systems, it is a free trial and has a visual interface with sample tickets and information, it will provide valuable insight for P2.2 and P2.4.