trying to de-stress in technical support

Technical support is a crucial yet challenging role, involving a series of interactions with customers who might be facing difficulties or frustrations. The task demands not only technical expertise but also emotional intelligence. Fortunately, there are tools and techniques, drawn from diverse fields like psychology and philosophy, that can help.

Embracing the Dichotomy of Control

The Dichotomy of Control, an ancient Stoic concept, can bring serenity amid the storm. It invites professionals to classify things into what can be controlled and what cannot. Aspects under control include response, approach, and mindset. Those beyond control could include customer behavior or system issues.

In a technical support scenario, one cannot control a system failure at the customer’s end. However, they can control their response, providing calm and measured guidance to navigate the problem. Acceptance of this dichotomy helps reduce stress, fostering a proactive rather than reactive mindset.

There is a third, often forgotten, kind of control, which is what we have partial control of. This category includes things that are influenced by an individual’s actions but are also subject to other factors.

Implementing Cognitive Behavioral Techniques

Cognitive Behavioral Therapy (CBT) offers valuable strategies. It encourages individuals to analyse their thought patterns and emotional responses and reshape them if they’re unproductive. A common situation in technical support is dealing with irate customers. Instead of internalising the customer’s frustration, representatives can use CBT techniques to identify their emotional responses, understand that the customer’s stress isn’t a personal attack, and decide on a constructive response.

Engaging System 1 and System 2 Thinking

The framework provided by Nobel laureate Daniel Kahneman in his book “Thinking, Fast and Slow” is a valuable tool for managing stress. Kahneman describes two types of thinking: System 1, which is fast, instinctive, and emotional, and System 2, which is slow, deliberate, and logical.

In heated moments with customers, System 1 might instinctively react defensively. Recognising this, representatives can engage System 2, taking a moment to consider the situation logically and responding in a more measured, effective manner.

Techniques for Stress Relief

To manage emotions and stress levels, professionals can use techniques such as deep breathing, mindfulness, or even a brief walk. These simple methods can help reset emotional equilibrium, promoting calm and clear-headedness.

In conclusion, technical support is a demanding field, but by applying principles like the Dichotomy of Control, CBT, and System 1 and System 2 thinking, professionals can navigate the challenges with emotional balance. By focusing on elements within control and adopting strategies to manage stress, they can ensure they are giving their best to their customers while taking care of their own well-being.