- 11.0 The IT Professional
- 11.1 Communication Skills and the IT Professional
- 11.1.1 Communication Skills, Troubleshooting, and Professional Behavior
- 11.1.2 Working with a Customer
- 11.1.3 Employee Best Practices
- 11.2 Ethical and Legal Issues in the IT Industry
- 11.2.1 Ethical and Legal Considerations
- 11.2.2 Legal Procedures Overview
- 11.3 Call Center Technicians
- 11.3.1 Call Centers, Level One and Level Two Technicians
- 11.4 The IT Professional