A job in technical support can sometimes feel like being the captain of a ship on stormy seas. The waves of technical issues crash into the hull while the winds of emotional outbursts from customers or colleagues threaten to tip the ship over. Yet, amidst this turbulence, it is crucial to maintain an even keel, ensuring that personal emotions do not cloud professional judgement. This blog explores strategies to achieve this equilibrium, by embracing the Stoic philosophy of ‘Dichotomy of Control’ and principles from Cognitive Behavioural Therapy (CBT), alongside the power of effective documentation.
Weathering the Storm
Picture this: A colleague vehemently disagrees with a proposed solution or a customer insists they know better than the technical support team. It feels like every interaction is a battle, creating a charged emotional environment.
Dichotomy of Control: Understanding the Compass
According to Stoic philosophy, one can only control personal thoughts and actions, but not the actions or opinions of others. This is known as the ‘Dichotomy of Control’. It looks like this philosophy can be a guiding compass in navigating these challenging interactions. By focusing on what is within one’s control – professional conduct, technical knowledge, and response to criticism – and accepting what isn’t – others’ reactions or beliefs – it’s possible to maintain a steady course amidst stormy seas.
Cognitive Behavioural Therapy: Charting the Emotional Course
CBT is a form of psychotherapy that helps people manage their problems by changing the way they think and behave. It seems like CBT’s principles can help technical support professionals remain calm in emotionally charged situations. For instance, one key CBT technique involves challenging negative thought patterns. So, when facing criticism, instead of interpreting it as a personal attack, it can be reframed as a difference in perspective or an opportunity to learn and improve.
Constructive Communication: The Anchor
Constructive communication acts like an anchor, managing emotionally charged situations.
Framing responses effectively can defuse tension and foster understanding. It might look like saying, “It seems like there’s a concern about the proposed solution. Could we explore other options?” or “It feels like there’s a lot of frustration about this product issue. We’re doing everything we can to resolve it as soon as possible.”
This kind of empathetic, non-confrontational communication can help to smooth ruffled feathers, whether dealing with customers or colleagues.
Putting it All Together
Consider a scenario where a customer is adamant that they have a superior solution to their technical issue. It may be tempting to react defensively or take their criticism personally. However, applying the ‘Dichotomy of Control’, one can acknowledge their feedback without internalising it. CBT principles can help in reframing the criticism as an opportunity for growth. Finally, constructive communication can be used to explain the chosen course of action clearly, offering a thorough response to the customer’s concerns.
Conclusion
Remaining calm in emotionally charged situations in a technical support environment might seem like a formidable task. However, with the right tools and strategies – the Dichotomy of Control, CBT techniques, and constructive documentation – it’s possible to navigate these waters without letting personal emotions get in the way.
