Outstanding end-user support is not just a matter of having great technical knowledge. Successful IT pros build great careers by also understanding the importance of human-relations. Part technologist, part psychologist, the exceptional IT professional understands that there is an art to using technology as the solution for workplace problems. This presentation will focus on helping IT professionals deliver great end-user support by knowing how to combine the technical aspects of the job with an empathetic (and occasionally sympathetic) ear. Don will also cover how to use emotional intelligence techniques to manage emotionally-charged situations, and he’ll conclude with a section on stress management.

Don R. Crawley is President/Chief Technologist at soundtraining.net, the Seattle-based I.T. training firm. He holds multiple technical certifications and is the author of five books on various topics for I.T. professionals, including “The Compassionate Geek: Mastering Customer Service for I.T. Professionals”. He has spoken before audiences in all 50 states, throughout Canada, the United Kingdom, and Australia.

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As always, there will be dinner sponsored by Silicon Mechanics. Check them out at http://www.siliconmechanics.com/

There will also be several CACert assurers present.

The meeting will be at the Electrical Engineering building on the University of Washington Campus, aka EE1. Directions are linked to the EE Department’s web site above. Parking is $5 after 5pm.