Embedded Files
The first durable skills curricula built specifically for IT programs where students LEARN and APPLY the in-demand durable skills needed for IT Support job roles.
12 Hours
of Content
Can be embedded with an existing class (A+ or similar) or taught as a stand-alone 1- credit class.
Technical skills get the interview. Durable skills keep the job.
You are already teaching skills like troubleshooting hardware and managing OS configurations, but employers are also asking for technicians who can communicate with frustrated clients, manage their time, and solve problems under pressure.
INDUSTRY VOICES
Students engage more when they believe the source. IT pros share real experiences from the help desk, ensuring lessons are grounded in the reality of the job, not just a textbook.
INDUSTRY CONTEXT
Generic "soft skills" training doesn't resonate enough with IT students. We teach durable skills strictly through the lens of a PC Technician, utilizing scenarios they will actually face.
INDUSTRY SKILLS
Leveraging the durable skills industry research, we target the high-demand competencies that the data proves employers want.
AbilityArc REACTOR
AI-Powered Voice & Chat Simulations
Key Simulations:
The Furious User
The "Lost File" Crisis
Owning a Mistake to a Manager
The "Venting about a Boss Call"
The Ethical Dilemma
The Complaining Coworker Chat
Help Students with the Anxiety of "Difficult Conversations"
Knowing the theory is one thing; staying calm when a user is angry is another. AbilityArc REACTOR simulations help students to get over the nerves of handling frustrated users or navigating awkward co-worker conflicts.
Students apply the lessons in real-world scenarios, building mastery through repetition and unscripted role play. Every interaction provides:
Mastery-based auto-scoring based on good-faith effort, performance rubrics, and multiple attempt bonus
Feedback with strengths, missed opportunities, and specific suggestions showing students where they can improve.
Durable Skills: In Demand by Modern Employers
Inspired by extensive labor market research from America Succeeds, we don't just teach "politeness"—we target the specific high-demand competencies employers hire for. The course is structured into 10 domains, with each serving as a dedicated chapter mapped to real-world IT Support job functions.
Communication
Students employ the The Compassionate Geek Framework® to prioritize the human element of IT support.
2. Leadership
Students adopt a proactive "stewardship" approach to IT support.
3. Metacognition
Students transform from a reactive "firefighter" support rep into a strategic planner.
4. Critical Thinking
Students learn to become a "technical detective" for solving complex problems.
5. Collaboration
Students utilize a systematic approach to collaboration, morphing from solo contributor to a strategic teammate.
6. Character
Students redefine character as "active reliability" and learn to own mistakes while earning organizations' trust.
7. Creativity
Students apply structured brainstorming techniques to generate innovative fixes when standard playbooks fail.
8. Growth Mindset
Students adopt a proactive "continuous learning" strategy to keep pace with rapid change while learning when to ask for help.
9. Mindfulness
Students adopt mindfulness as a "human operating system" for practicing emotional intelligence, empathy, and active listening.
10. Fortitude
Students utilize "Strategic Optimism" during setbacks and crises.
11. Bonus Chapter:
Business Etiquette & Professionalism Essentials
Students learn high standards and "non negotiables" of professional conduct for effectively navigating workplace interactions and relationships.
About the Industry Pro Course Instructors
Instead of actors or AI Avatars, students learn experiences, proven methods, and real "war stories" from the type of IT professionals who would be hiring them.
Don Crawley | Author, Trainer, & Speaker
Author of The Compassionate Geek®
Don has spent 40+ years in workplace technology and is the author of The Compassionate Geek® Framework. He has trained worldwide to IT audiences and teams such as Facebook, the FBI, and Starbucks.
Teaches: Ch 1: Communication, Ch 9: Mindfulness
Nathan Godfrey | Senior IT Support Leader
Nathan is a seasoned leader who spent nearly a decade at Apple, rising to lead over 300 employees in iOS and macOS support. He holds the AppleCare Excellence Award and has mentored hundreds of specialists.
Teaches: Ch 2: Leadership, Ch 3: Metacognition, Ch 4: Critical Thinking
Holly Lam | IT Systems Architect II
Holly brings a fresh, relatable perspective, having advanced from a college student to IT Systems Architect and Team Lead at a major defense contractor in just two years.
Teaches: Ch 6: Character, Ch 8: Growth Mindset, Ch 10: Fortitude
Dave Szoke | Senior IT Support Leader
Dave has spent two decades leading support teams for major tech companies and specializes in turning chaotic support environments into well-oiled machines.
Teaches: Ch 5: Collaboration, Ch 7: Creativity, Ch 11: Professionalism
Course Specifications
Format
100% Online Asynchronous (Self-Paced) Mobile-Friendly Interface
LTI 1.3 integrates with Canvas, Blackboard, D2L, and Moodle for Deep Linking and Grade sync.
Course Features
Instructor Videos
Animated Explainer Videos
Reflection Assessments
Text Lessons
Research/Writing Activities
Features cont.
Interactive Assessments
Group Activities
Quizzes
AI-Powered Simulations
Certificate of Completion
Catalog Info
ISBN: 979-8-218-92406-5
SKU: AA-DSPCT-001
Subject: IT Professionalism / Soft Skills
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