Month: April 2023

improving communication in technical support: why avoiding “I” and “you” is important

Effective communication is essential in technical support, and language plays a critical role in how customers perceive their interaction with technical support agents. Using "I" or "you" pronouns can make customers feel blamed or defensive, which can hinder effective problem-solving. In this blog, we will explore why avoiding "I" and "you" pronouns in technical support … Continue reading improving communication in technical support: why avoiding “I” and “you” is important →

understanding the power of labelling in technical support

In technical support, effective communication is key to solving customer problems and ensuring satisfaction. One communication technique that can be particularly effective is labelling. Labelling involves identifying and acknowledging the customer's emotions, thoughts, or fears. This can help build rapport, create a more positive interaction, and find a solution that satisfies both parties. In this … Continue reading understanding the power of labelling in technical support →

the power of mirroring: how to improve communication in technical support

Mirroring is a powerful communication technique that involves repeating the last few words of what someone has said. In technical support, mirroring can help you understand the customer's needs and concerns, manage their expectations, and find a solution that satisfies both parties. In this blog, we will explore the benefits of mirroring in technical support … Continue reading the power of mirroring: how to improve communication in technical support →

the power of mirroring and labelling in technical support

Effective communication is critical in technical support. Mirroring and labelling are two powerful communication techniques that can help improve communication and customer satisfaction. Mirroring involves repeating the last few words of what someone has said, while labelling involves identifying and acknowledging the customer's emotions, thoughts, or fears. In this blog, we will explore the benefits … Continue reading the power of mirroring and labelling in technical support →

cognitive behavioral therapy (CBT): exploring the main talking points and transformative power

Cognitive Behavioral Therapy (CBT) is a widely-recognised and evidence-based psychological treatment that focuses on changing unhelpful thoughts and behaviours. CBT has been successfully applied to a variety of mental health issues, as well as personal and professional development. In this blog post, we will delve into the main talking points of CBT, exploring its core … Continue reading cognitive behavioral therapy (CBT): exploring the main talking points and transformative power →

harnessing CBT to enhance technical support: a new approach to problem-solving and communication

Cognitive Behavioral Therapy (CBT) is a well-established psychological approach that focuses on identifying and changing unhelpful thought patterns and behaviors. While CBT is commonly used to treat mental health issues, its principles can also be applied to enhance professional skills, such as those required in technical support. In this blog post, we will explore how … Continue reading harnessing CBT to enhance technical support: a new approach to problem-solving and communication →

navigating the dichotomy of control: balancing acceptance and influence

The Dichotomy of Control, a core principle of Stoicism, teaches us to focus on what we can control and accept what we cannot. However, there are situations where we may not have direct control but can still influence outcomes. In this blog post, we will explore the Dichotomy of Control, discuss the importance of understanding … Continue reading navigating the dichotomy of control: balancing acceptance and influence →

stoicism vs religion: understanding the differences, answering “is stoicism a religion?”

Stoicism is often compared to religion due to its emphasis on moral and ethical principles, but there are key differences that set them apart. Understanding these distinctions can help clarify the role of Stoicism in modern life and answer the question, "Is Stoicism a religion?" In this blog post, we will explore the differences between … Continue reading stoicism vs religion: understanding the differences, answering “is stoicism a religion?” →

practical applications: merging CBT, stoicism, and negotiation techniques in technical support

Combining Cognitive Behavioral Therapy (CBT), Stoicism, and negotiation techniques can create a powerful, well-rounded approach to technical support. By integrating these principles, technical support professionals can develop a more effective mindset and improve their communication skills. In this blog post, we will explore practical applications of CBT, Stoicism, and negotiation techniques in the context of … Continue reading practical applications: merging CBT, stoicism, and negotiation techniques in technical support →