Extract from ITIL Practitioner Guidance - Chapter 5: Communication

March 2020

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Good communication is essential to the success of most endeavours. It is vital to ensure that teams are aligned in their goals and working methods, especially in the current age of remote working and digital communication.

Good communication is also essential in a time of crisis. Not only internal communication between employers and employees, but also between organizations and their customers. It can be the defining characteristic of successful crisis management.

This paper provides some universal guidance on how to create effective communication that is efficient, responsive and professional. It provides an initial starting point to help organizations and covers the following topics:

  • Why good communication is important
  • Communication principles
  • Communication techniques.

Download the PDF to read the paper and keep an eye on the AXELOS social channels for further guidance and content.

Note: This chapter originated in the ITIL Practitioner guidance manual published by TSO in 2016.

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