I like cats AND Schrödinger's Cat is one of the most intriguing thought experiments that sprung from the mind of Erwin Schrödinger, an esteemed physicist. It's a concept rooted in the mysterious world of quantum mechanics, and while it might sound daunting, it is entirely accessible with a bit of thought. Schrödinger's Cat: The Scenario … Continue reading schrödinger’s cat: quantum curiosities explained
Month: May 2023
dealing with difficult customers
Cognitive Behavioural Therapy (CBT) offers invaluable strategies for dealing with challenging interactions, particularly within the realm of technical support. The following discussion provides insight into applying CBT principles to communicate effectively with uncooperative customers during technical troubleshooting. Understanding Resistance Resistance to suggestions can stem from multiple sources. The customer may be experiencing cognitive distortions such … Continue reading dealing with difficult customers
dichotomy of control with job interviews
In the ever-challenging landscape of job hunting, individuals often find themselves burdened by the overwhelming desire to secure the position. However, a powerful concept from Stoicism - the Dichotomy of Control - can offer a refreshing perspective that helps alleviate the stress and pressure associated with job interviews. The Dichotomy of Control, as outlined by … Continue reading dichotomy of control with job interviews
the power of “no” in troubleshooting
'No' is an unexpected powerhouse in the realm of technical troubleshooting. Often perceived negatively, 'no' can serve as a launch pad for clear communication, solution-oriented dialogue, and efficient problem-solving. Understanding 'No' in Technical Troubleshooting In technical troubleshooting, 'no' is more than just a refusal or rejection. It could signal a misalignment between perceived and actual … Continue reading the power of “no” in troubleshooting
harnessing empathy in negotiations: tactical empathy
In the realm of negotiations, the ability to understand and share the feelings of another is a powerful tool. This quality, known as empathy, can dramatically influence the course and outcome of any negotiation. But when it comes to practical application, there's a unique twist on this concept that offers a more strategic advantage - … Continue reading harnessing empathy in negotiations: tactical empathy
mastering the art of negotiation
Negotiation is an art and a science, involving a complex interplay of communication, psychology, and strategy. Though it is often associated with boardrooms and business deals, negotiation is an integral part of our everyday lives. Whether it's resolving a conflict with a colleague, bargaining with a vendor, or persuading a child to finish their vegetables, … Continue reading mastering the art of negotiation
the art of questioning: why “why” can be counterproductive
The ability to ask the right questions in the right way is crucial in any negotiation. It determines the amount and quality of information you receive and sets the tone of the conversation. However, one common mistake many negotiators make is overusing the word "why" in their questions. While "why" can occasionally elicit deep insights, … Continue reading the art of questioning: why “why” can be counterproductive
the art of conversation: open-ended questions
Communication is the cornerstone of any successful negotiation. In the intricate dance of conversation, the types of questions we ask have a significant impact. Open-ended questions, ones that cannot be answered with a simple "yes" or "no," are powerful tools for improving communication, particularly in negotiations. Understanding Open-Ended Questions Open-ended questions are those that demand … Continue reading the art of conversation: open-ended questions
triggers in technical support: a CBT perspective
In the realm of Cognitive Behavioral Therapy (CBT), a trigger is a stimulus that provokes a certain reaction. Within a technical support environment, numerous triggers can lead to stress, anxiety, and unproductive behavior. Identifying and understanding these triggers is the first step towards managing them effectively. We'll explore common triggers in technical support and discuss … Continue reading triggers in technical support: a CBT perspective
example BLUF order for technical support / development
Subject: Urgent Technical Support Order - BLUF BLUF: Immediate action is required to resolve critical issues with the A N OTHER software. Follow the steps outlined below to expedite the troubleshooting and resolution process. Situation: A N OTHER software is experiencing frequent crashes and performance degradation. Several users have reported data loss and system instability. … Continue reading example BLUF order for technical support / development