Dealing with a high-pressure technical support scenario is never a straightforward task. It becomes even more complicated when the responsibilities and complaints of different roles overlap. A customer is upset about the delay in resolving their issue; a business-facing colleague insists that the customer needs to be notified about business challenges and work backlogs. To make matters worse, the same colleague suggests escalating the situation to a superior.
In such situations, it might seem like everything is spiraling out of control. However, integrating principles of Cognitive Behavioral Therapy (CBT) and Stoic philosophy can provide a practical roadmap to navigate this labyrinth.
Step 1: Understanding the Dichotomy of Control
The first principle to recall is the Stoic Dichotomy of Control. The essence of this philosophy is understanding what is and isn’t under one’s control. In this situation, the technical support expert has control over technical aspects of the problem resolution. They do not have control over business-related delays or the colleague’s duties. Acknowledging this provides a solid foundation to move forward.
The Dichotomy of Control can be difficult to comprehend. There is a third view to be added onto this traditional philosophy. It is the category about what we can partially control. This category includes things that are influenced by an individual’s actions but are also subject to other factors.
For instance, imagine a scenario where a customer adamantly believes their proposed solution to an issue is superior. They’re frustrated that the technical support team is pursuing a different approach. Rather than getting embroiled in their frustration, one can use the Dichotomy of Control as a mental anchor. We control our reaction, our chosen course of action, and the professional manner in which we convey our decisions. The customer’s frustration, while not desirable, is ultimately not within our control.
Step 2: Cognitive Behavioral Reframing
Next comes the application of CBT. A fundamental aspect of CBT is cognitive reframing, which involves identifying and then disputing irrational or maladaptive thoughts. In this scenario, the technical expert might initially feel cornered and stressed due to the complaints from the customer and the colleague. However, by reframing the situation, they can identify that the complaints are not a personal attack but a reflection of the roles each individual plays.
For instance, let’s consider a colleague who often gets upset over the chosen course of action, believing their technical knowledge superior. Their reaction might trigger a mix of emotions – from annoyance to self-doubt. However, by applying CBT principles, it is possible to rationalise these emotions. It could be that the colleague’s reaction stems from their own insecurities or stress, which is outside our control. What’s within our control is how we choose to perceive and react to the situation. Through this lens, their outbursts become less of a personal attack and more a reflection of their own state of mind.
Step 3: Constructive Communication
With a clear understanding of the dichotomy of control and a more rational perspective of the situation, it’s time for the technical expert to communicate effectively. Acknowledge the customer’s frustration, express empathy, and provide an update on the technical aspects that are under control. At the same time, the expert can communicate the colleague’s concerns to the appropriate team or manager responsible for business communication and let them address it.
By applying these steps, the technical support expert can efficiently navigate the situation. Not only can this approach help diffuse tension, but it also fosters better relationships with customers and colleagues. The ultimate goal is not to eliminate challenges but to equip oneself with the mindset and tools to deal with them effectively.
