applying the CBT ABC model in technical support

The ABC Model, a core principle of Cognitive Behavioral Therapy (CBT), provides a structured approach to understanding and managing our reactions to stressful situations. It stands for Activating Event (aka Triggers), Beliefs, and Consequences. In a technical support context, this model can enhance problem-solving, improve communication, and boost customer satisfaction. In this blog post, we … Continue reading applying the CBT ABC model in technical support →

power of BLUF in technical support

In an era where time is a precious commodity, clear and concise communication has never been more critical. Enter BLUF (Bottom Line Up Front), a military communication principle that's incredibly effective in conveying information swiftly and efficiently. Although its roots lie in military communication, BLUF can be applied in various professional settings, including technical support. … Continue reading power of BLUF in technical support →

what are cognitive distortions in technical support

Cognitive distortions, a concept central to Cognitive Behavioral Therapy (CBT), are inaccurate thoughts that usually reinforce negative thinking or emotions. These distorted perspectives can significantly influence one's approach to problem-solving, especially in technical domains. This blog delves into understanding how cognitive distortions can shape the course of technical problem-solving and explores ways to manage these … Continue reading what are cognitive distortions in technical support →

5w’s approach to technical support

The 5W's - who, what, when, where, and why - are fundamental questions used in journalism, research, and problem-solving to gain a full understanding of a situation. In the world of technical support, this scheme of thinking can provide a systematic approach to diagnosing and solving issues effectively. Let's explore how this framework can transform … Continue reading 5w’s approach to technical support →

harnessing the power of tentative language in technical support

When addressing technical issues, using tentative language like "it seems," "it looks," and "it feels" can be more effective than making definitive statements like "it is." This approach can help create a collaborative atmosphere, foster open-mindedness, and reduce the risk of misunderstandings. It might also be worth reading about removing the “I” or “you” pronouns … Continue reading harnessing the power of tentative language in technical support →

mastering negotiation techniques in technical support

Negotiation techniques, such as mirroring, labelling, and avoiding "I" or "you" statements, can be invaluable tools in resolving technical issues and fostering productive communication between customers and technical support experts. In this blog post, we will present a dialogue between a customer and a technical support expert, showcasing these techniques in action and highlighting their … Continue reading mastering negotiation techniques in technical support →

embracing fate in stoic philosophy

Stoic philosophy, originating in ancient Greece and Rome, has long emphasized the importance of accepting fate (or "Amor Fati") and recognizing the limits of our control. By cultivating a deep understanding of fate and embracing the events that unfold in our lives, we can attain a sense of inner peace and resilience in the face … Continue reading embracing fate in stoic philosophy →

emotional mastery in stoic philosophy

Emotional mastery is a core aspect of Stoic philosophy, offering a practical and effective approach to managing our emotions and achieving inner tranquility. This ancient school of thought provides valuable insights on developing emotional resilience and finding balance in the face of life's challenges. We will explore the concept of emotional mastery within Stoic philosophy, … Continue reading emotional mastery in stoic philosophy →

cognitive reframing in CBT

Cognitive reframing, a core technique in Cognitive Behavioural Therapy (CBT), provides a practical approach to challenging and reshaping negative thoughts and beliefs, ultimately leading to improved emotional well-being and a more fulfilling life. This powerful therapeutic tool can help individuals identify and alter distorted thought patterns, promoting healthier emotional responses and more adaptive behaviours. We … Continue reading cognitive reframing in CBT →

quantum mechanics, the observer effect

Have you ever wondered how our observations can influence the behavior of particles at the tiniest scales? I have. I put this together to see who, what, why, when and where this all hangs together.Welcome to the fascinating world of quantum mechanics, where the "observer effect" reveals an intriguing connection between the act of observation … Continue reading quantum mechanics, the observer effect →