Was It Something I Said? IT Executives Surveyed Report Communication Gap In Working With End Users

Apr 30, 2001, 01:00 ET from RHI Consulting

    MENLO PARK, Calif., April 30 /PRNewswire/ -- "What we've got here is
 failure to communicate," report technology executives surveyed recently by
 RHI Consulting.  Forty percent of chief information officers (CIOs) polled
 said that translating complex technical information into layperson's terms is
 their greatest challenge in working with end users.  This is up from
 33 percent of respondents who raised this concern in a 1997 study.
     The national poll includes responses from more than 1,400 CIOs from a
 stratified random sample of U.S. companies with 100 or more employees.  It was
 conducted by an independent research firm and developed by RHI Consulting, a
 leading consulting services firm placing information technology professionals
 on a project and full-time basis.
     CIOs were asked, "What do you see as the greatest challenge for technology
 professionals in working with end users?"  Their responses:
 
 
                                                        2001      1997
     Conveying technical information
      in non-technical terms                            40%       33%
     Prioritizing conflicting deadlines
      throughout the enterprise                         28%       20%
     Learning to interact with a variety
      of different personalities                        16%       21%
     Managing stress arising from crisis situations     13%       13%
     Other/don't know                                   3%        13%
                                                        100%      100%
 
 
     "As project teams become increasingly pervasive, technology professionals
 are interacting with end users more than ever before," said
 Katherine Spencer Lee, executive director of RHI Consulting.  "IT workers put
 their interpersonal skills to the test daily as they collaborate with
 co-workers at all levels to implement solutions ranging from simple
 troubleshooting to developing enterprise systems."
     She offers the following tips for more effective communication:
 
     -- Avoid buzzwords.  When presenting complex issues, keep the use of
        technical jargon to a minimum by relying on analogies and simple
        diagrams.
     -- Don't jump to conclusions.  You may feel you already understand the
        employee's technical problem, but commit your full attention to what he
        or she has to say before responding.
     -- Show empathy.  Know going in that each person's perspective is unique.
        Try to understand your colleagues' individual points of view and
        acknowledge their concerns.
     -- Say it in person.  Though e-mail and the telephone are convenient
        tools, schedule one-on-one and group meetings for planning and
        solution-oriented discussions.
     -- Be patient.  Some individuals might take longer than others to
        comprehend technical issues.  Try using different phrases or
        illustrations until everyone has grasped the concept.
 
     With more than 125 locations in North America, Europe and Australia,
 RHI Consulting is a leading provider of technology professionals for IT
 initiatives ranging from e-business development and multiplatform systems
 integration to network engineering and technical support.  RHI Consulting
 offers online job search services at www.rhic.com.
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X87131483
 
 

SOURCE RHI Consulting
    MENLO PARK, Calif., April 30 /PRNewswire/ -- "What we've got here is
 failure to communicate," report technology executives surveyed recently by
 RHI Consulting.  Forty percent of chief information officers (CIOs) polled
 said that translating complex technical information into layperson's terms is
 their greatest challenge in working with end users.  This is up from
 33 percent of respondents who raised this concern in a 1997 study.
     The national poll includes responses from more than 1,400 CIOs from a
 stratified random sample of U.S. companies with 100 or more employees.  It was
 conducted by an independent research firm and developed by RHI Consulting, a
 leading consulting services firm placing information technology professionals
 on a project and full-time basis.
     CIOs were asked, "What do you see as the greatest challenge for technology
 professionals in working with end users?"  Their responses:
 
 
                                                        2001      1997
     Conveying technical information
      in non-technical terms                            40%       33%
     Prioritizing conflicting deadlines
      throughout the enterprise                         28%       20%
     Learning to interact with a variety
      of different personalities                        16%       21%
     Managing stress arising from crisis situations     13%       13%
     Other/don't know                                   3%        13%
                                                        100%      100%
 
 
     "As project teams become increasingly pervasive, technology professionals
 are interacting with end users more than ever before," said
 Katherine Spencer Lee, executive director of RHI Consulting.  "IT workers put
 their interpersonal skills to the test daily as they collaborate with
 co-workers at all levels to implement solutions ranging from simple
 troubleshooting to developing enterprise systems."
     She offers the following tips for more effective communication:
 
     -- Avoid buzzwords.  When presenting complex issues, keep the use of
        technical jargon to a minimum by relying on analogies and simple
        diagrams.
     -- Don't jump to conclusions.  You may feel you already understand the
        employee's technical problem, but commit your full attention to what he
        or she has to say before responding.
     -- Show empathy.  Know going in that each person's perspective is unique.
        Try to understand your colleagues' individual points of view and
        acknowledge their concerns.
     -- Say it in person.  Though e-mail and the telephone are convenient
        tools, schedule one-on-one and group meetings for planning and
        solution-oriented discussions.
     -- Be patient.  Some individuals might take longer than others to
        comprehend technical issues.  Try using different phrases or
        illustrations until everyone has grasped the concept.
 
     With more than 125 locations in North America, Europe and Australia,
 RHI Consulting is a leading provider of technology professionals for IT
 initiatives ranging from e-business development and multiplatform systems
 integration to network engineering and technical support.  RHI Consulting
 offers online job search services at www.rhic.com.
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X87131483
 
 SOURCE  RHI Consulting