Communication Skills for IT Professionals

Information technology (IT) isn’t just about fixing computers or troubleshooting problems. Today's IT professionals can benefit from a well-rounded skill set to succeed — communication included.

To learn more about communication skills for IT professionals, we talked to Carol T. Edwards, PhD, faculty member in the Purdue Global School of Business and Information Technology. Read on to explore the importance of communication and how it can aid a career in the IT field.

What Are Communication Skills?

Communication skills give you the ability to effectively and efficiently convey information to others. Communication skills are not only helpful in a professional setting, but they are also important interpersonal skills that can be used with friends, family, and in daily interactions.

There are four primary types of communication:

• Verbal communication: This common type of communication includes both speaking and sign language. This is the method of communication typically used in meetings and presentations. Verbal communication is often complemented by nonverbal communication.
• Nonverbal communication: This is the ability to convey information through gestures, facial expressions, and body language. As the Center for Creative Leadership (CCL) explains, nonverbal communication — such as a smile, head nod, or eye contact — can help others feel relaxed and more comfortable during a conversation.
• Written communication: This includes communication through mediums such as email or text. Written communication is often challenging because it’s difficult to convey tone and personality as effectively as in verbal communication.
• Visual communication: This encompasses the use of illustrations and other visual aids to convey key information.

Importance of Communication Skills for IT

The ability to communicate effectively is one of several soft skills business leaders look for in new employees. The term soft skills refers to the personality traits, good work practices, and social or emotional habits that enable someone to succeed at their job.

According to a survey by the National Association of Colleges and Employers® (NACE), communication is a skill prioritized by both new graduates and employers. In fact, more than 95% of employers stated that communication is the most important career competency — or skill — for new graduates who are looking to enter the workforce.

Whether you're a computer systems analyst or a computer support specialist, you’ll find that communication is an important skill in one’s career.

>> Learn more about a career as a computer systems analyst.

Benefits of Communication in IT

Today’s IT professionals manage more than just security; they may also be involved with business strategy and help lead change throughout an organization. That’s why IT professionals need to be able to communicate clearly with employees at all levels of the business — from peers to the C-suite — and with various departments.

On the job, effective communication skills can help IT professionals:

• Advocate for projects and secure funding: Good communicators can more effectively explain why certain initiatives are important, helping them gain approval from decision-makers. Moreover, clear communication can help IT professionals persuade business owners about the benefits of a project. This can ensure business units are aligned during planning and implementation, helping those projects function effectively.
• Avoid jargon: According to Edwards, it’s easy to experience delays or challenges by assuming everybody’s on the same page. In IT, technical jargon is a common communication barrier. “You have to know how to translate it into [plain language],” she says. Whereas one colleague may be tech-savvy enough to understand what you’re saying, another may lack that knowledge.
• Encourage adoption of new processes: As TechNative explains, communication skills help IT personnel “articulate the benefits of implementing new technologies and highlight the risks associated with not addressing technological issues.” When stakeholders understand the need for new processes, this enables a smoother transition and improves adoption.
• Explain security risks: Communications regarding cybersecurity must be easily digestible for even the most tech-savvy employees. Strong soft skills can help IT professionals break down complex topics into simpler steps, ensuring everyone is well aware of their responsibilities. According to TechNative, this can involve visual aids, hands-on training, or interactive sessions.
• Improve collaboration: IT departments are increasingly required to collaborate with other departments to align technology strategies with overall business objectives. Excellent communication skills can help these cross-functional teams work together. According to Indeed, they foster trust and ensure everyone knows how to comport themselves as part of the group, keeping the whole team in sync.
• Manage interpersonal relationships: Strong workplace communication can help professionals mitigate conflicts with others. As Indeed says, misunderstandings often lead to tension, but a good communicator can eliminate confusion, clarify details, and prevent issues from starting in the first place.

Being an effective communicator can also help people succeed in job interviews and contribute to their company’s culture by building a positive and open work environment.

Key Communication Skills for IT Professionals

According to NACE, AMA, and Edwards, there are many skills and behaviors you can develop to become an effective communicator. Below are some of the most important communication skills:

1. Active Listening

Active listening is a proactive way of listening that shows the speaker you are engaged in the conversation. This can be done verbally by asking questions, vocalizing acknowledgment, or through non-verbal actions like nodding your head. Active listening can be a difficult skill to learn, but it can help you gather more information from the speaker while avoiding assumptions about what they are trying to convey.

2. Emotional Intelligence

Mental Health America defines emotional intelligence as “the ability to manage both your own emotions and understand the emotions of people around you.” It involves five elements:

• Self-awareness: Being aware of your feelings is key to not allowing them to control you, enabling you to move forward productively.
• Self-regulation: People who manage their emotions are often able to avoid making impulsive decisions.
• Motivation: Recognizing why you feel a certain way can help you constructively address those emotions.
• Empathy: This element is about considering other people’s feelings and how they can influence behavior.
• Social skills: Emotional intelligence often goes hand in hand with interpersonal skills, allowing people to manage workplace conflicts and relationships.

Emotional intelligence heavily overlaps with other communication skills, particularly active listening.

“When talking about emotional intelligence, you have to be a good and responsive listener; you have to hear what the person is saying,” Edwards says.

She adds that this is especially relevant if you’re communicating with someone whose technical skill set may not be on the same level as others.

“They might not want others to think they don’t understand something, so they’re not [likely] to raise their hand or ask questions,” she explains. “Sometimes, you have to listen to what’s not being said. If you’re not actively listening and don’t have the emotional intelligence to realize someone is being left behind, that team member may delay your project.”

3. Nonverbal Communication

Body language is an important part of nonverbal communication. Whether presenting to a group or interacting with coworkers, subtle cues can significantly impact how your message is received.

Some examples include:

• Facial expressions: A smile can help build rapport with your audience and convey warmth and a sense of friendliness. According to the American Management Association (AMA), relaxing your face can be beneficial, especially since tense expressions can make you seem anxious or uncomfortable. Also, a simple nod can show agreement, understanding, or enthusiasm.
• Eye contact: Holding eye contact for a few seconds at a time also establishes a connection, showing you’re present and engaged. AMA suggests being intentional about it and making eye contact to emphasize key points in your message or to convey emotion.
• Gestures: An effective communicator moves with purpose and for effect when speaking. AMA says they should maintain a poised, balanced posture and use their arms and hands to add clarity, emphasis, and energy.

4. Written Communication

According to Edwards, there was once a time when many IT professionals thought they didn’t need writing skills, but that is no longer the case.

“IT professionals need to be able to write clearly and concisely to get the message across," she says. Today, internal and external stakeholders collaborate in many ways, which range from email to text messages and beyond. Writing skills are also helpful for IT professionals who are responsible for technical writing and communicating their ideas.

Edwards uses cybersecurity as an example: IT technicians may need to write guidelines for all employees to follow when new threats arise. They may also have to email executive stakeholders about issues happening in their department. “If these communications contain grammatical errors or misspellings, they will reflect poorly on the sender and potentially impact their career,” Edwards adds.

“In today’s world, [correct grammar] is important,” she says. “We’re in a global environment, and your writing speaks for you.”

>> Learn about common IT stereotypes and how to overcome them.

5. Public Speaking

Public speaking skills are becoming an increasingly important part of an IT career, according to Edwards.

“At times, you may be called to speak to a group of people as an expert,” she explains. “If you don’t have good presentation skills, you’re going to look as though you don’t know your craft.”

Edwards recommends IT professionals learn how to tailor their message based on the audience. For example, they shouldn’t use slang when talking to executives — just as they shouldn’t use jargon when speaking to a non-technical colleague.

Hone Your Skill Set at Purdue Global

Are you interested in information technology? Purdue Global offers several online IT degree programs and certificates. Whether you’re just getting started or want to build upon your existing knowledge, we can help. Request information today to learn more.

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