Was sind die besten Möglichkeiten, technische Probleme für technisch nicht versierte Kunden zu erklären?

Cualquier proyecto determinado puede tener muchas personas interesadas y cada una de ellas con diferentes grados de conocimiento técnico. El éxito o el fracaso de tu proyecto podrían depender de tu capacidad para explicarles sobre la tecnología en cuestión, por ende, es importante que esa información sea correcta. Entonces: Conoce a tu audiencia. Reduce la jerga técnica. Enfócate en los resultados. Fomenta las preguntas. A través de la utilización de docs y presentaciones con texto, de presentaciones con imágenes, diagramas, gráficos, flujos de trabajo y otras visualizaciones, producción de vídeos y animaciones. Lo importante es usar una combinación de las opciones anteriores para que la información llegue a todas las personas interesadas.

One of the best ways to get to know your audience is by putting yourself in their shoes. Take a moment to work the technical process or issue your audience is experiencing. By learning or re-learning the steps, you may find mistakes, assumptions, or better language you would not have otherwise noticed to clarify your explanation.

Knowing your audience is the best. Imagine a situation you meet your audience for the very first time. Building up an opinion of the audience is not possible at all before meeting them. The best way is by learning by doing. I craft 3 different levels of stories using analogies for the same issue considering the audience: 1-Completely non-technical, meeting the issue for the very first time 2-Non-technical and familiar with terminology, but not sure what they really mean 3-Technical or non-technical background, have some experience/insight on the issue, understand at least the fundamental concept and terms I always start with the basic story addressing 1st level audience, continue by asking if they would like to hear more details.

Conocer a tu audiencia es esencial al explicar problemas técnicos a clientes no técnicos. Este enfoque estratégico reconoce la diversidad en niveles de conocimiento, expectativas y emociones. La evaluación a través de preguntas abiertas, escucha activa y observación del lenguaje corporal permite adaptar la explicación de manera precisa. Evitar la jerga técnica y términos complejos es clave para asegurar la comprensión. Este enfoque empático y personalizado no solo facilita la transmisión de información, sino que también construye una conexión más sólida con la audiencia, mejorando la efectividad global de la comunicación técnica. En resumen, conocer a la audiencia es el cimiento para una comunicación técnica exitosa con clientes no técnicos

Ser simples! Evitar Jargões técnicos, mostrar empatia, usar bastante metáfora com exemplos práticos de coisas do dia a dia.Tranformar o complexo em simples e uma das maiores características e qualidade na comunicação.

By simplifying the problem you can explain it to your client in her/his own words. Try to use examples from the client's daily activities to make it more visual and clear for her/him. Remember to ask the client if it was clear and if she/he understood. If not, explain this in another way and don't repeat the same example. Be creative and use another analogy.

I believe storytelling is a powerful form to simplify a problem or even conveying a strong message irrespective of the nature of that message. By giving anecdote and not using technical words can simplify the problem.

Simplifying is a good approach to conveying the issue and using visuals or analogies to ensure the customer is understanding. However, care should be taken not to oversimplify the issue as this might come across as patronizing or missing the mark, and end up offending the client.

Para tornar problemas técnicos mais acessíveis aos clientes não técnicos, a estratégia é descomplicar a situação. Aborde a complexidade utilizando linguagem simples e evite termos técnicos. Apresente soluções de forma prática e tangível, utilizando analogias ou exemplos do cotidiano que sejam familiares ao cliente. Ao demonstrar que o problema é mais fácil de resolver do que parece, você proporciona uma compreensão mais clara e instiga confiança no cliente, mostrando que a solução está ao alcance.

I try to connect to things that they may already know. If I can connect it to something they have a context and understanding of - then I can barrow that understanding and context. An example I used recently to explain a concept was the scene from "Friends" with the couch and Ross yelling "PIVOT!" I used the context around that situation to relate to the problem at hand and get them to understand not only what I was saying - but how different aspects impacted eachother.

It is a fact that we not always be able to provide a solution. Most of the times the "solution" turns into explain why and how the problem is caused and how to prevent that happening again, even if we don't have a solution when the issue is triggered. When this happens, documenting the steps with images and a great explanation will be a workaround for the solution and also can show the customer we care about, and they will know what's causing the issue.

Para solucionar problemas técnicos de forma compreensível aos clientes não técnicos, apresente uma solução direta e simples. Explique como o problema será corrigido, detalhando as etapas e o tempo estimado. Assegure aos clientes que a solução é confiável e segura, transmitindo confiança na resolução eficaz do problema. Isso não apenas resolve a questão, mas também proporciona tranquilidade aos clientes, mostrando que o problema será tratado com eficiência e segurança.

I find it helpful to ground the proposed solution in the end result. What will change if we implement the solution - not the technical aspects of it, but how will their life or work be different? If there are different possible solutions, I try to present them along a spectrum so they can better understand the difference between the options. I have used how disruptive different solutions will be, the amount of change management involved, cost, and slower changes taking longer vs faster changes happening quickly. These have helped them fully grasp the solutions and the benefits.

I have found asking a combination of open and closed questions helpful. I choose closed questions for more vital and specific understanding and more open-ended to understand their general understanding. I have also asked them to explain to me how they will explain this to their colleagues. If I need to be a bit more circumspect with checking for understanding, I will offer to review anything they are going to send to others about the solution.

Be flexible, as you may not fully know your audience before the meeting and may have underestimated (or overestimated) their technical level of comprehension. Be prepared to explain the same issue at varying levels of detail and depending on how the audience is reacting, be prepared to simplify your explanation (or add details) on the fly.

Após explicar problemas técnicos aos clientes não técnicos, é crucial garantir que tenham compreendido completamente. Peça para repetirem ou resumirem as informações, realize testes ou demonstrações, e solicite feedback. Essa verificação assegura que estejam alinhados e satisfeitos com a solução apresentada.

This bit offers valuable insights into checking for understanding when explaining technical issues. This step is essential for effective communication, minimizing misunderstandings, and addressing any queries or concerns. The suggested methods—summarization, quizzes, demonstrations, and feedback—are vital for ensuring customer comprehension and satisfaction. What might be worth mentioning in the text, is that this process also allows businesses to identify gaps in communication and proactively address them, ultimately strengthening the relationship and trust between technical support and non-technical customers.

Generally speaking, positive language is beneficial, but you should also be prepared to read the room and understand the gravity of the issue you are discussing and its impact on the customer. Coming across as overly positive in light of a significant issue to the customer can give the impression that one is trivializing the issue, and end up having a negative effect on the customer.

I am a technical writer by trade, so my first recommendation is to document things so that the customers can refer back to what you told them to do. When writing step-by-step instructions, I include a graphic with every step whenever it makes sense. I also include step results when appropriate. 1. Click XXX. [graphic showing where XXX is located] The system does ____. I also like to use mental personas. I picture my technologically challenged sister when dealing with a beginner. If I can explain something in a way that she could understand it, the odds are good that others will understand it, too. If I'm dealing with an experienced user, I picture what I would say when describing it to my best friend, who is quick to grasp things.

In my opinion, the best ways to explain technical issues to non-technical customers is through graphic design and infographics.