Explore the Hegelian Dialectic and its application in politics, where problems and their solutions might be manipulated for control and popularity. This insightful interpretation equips citizens with the ability to discern real issues from political stratagems.
Category: Left Field
It’s those things that aren’t main stream, but I find them interesting or just generally great, enjoy!
navigating the emotional landscape: effective technical support escalation
Explore how the OODA loop and empathetic questioning can be used to navigate complex technical support issues, particularly those involving emotionally charged situations. Learn how to communicate effectively with both technical and non-technical teams during escalation.
harnessing the power of ‘After Action Reports’ in technical support
Explore how an 'After Action Report' (AAR) can enhance customer satisfaction and improve technical support services. By learning from past experiences, companies can continuously improve and adapt.
Example BLUF & PACE approach for escalating a technical issue
Discover how BLUF and PACE can streamline the escalation of complex technical issues. With detailed plans and clear communication, resolve client issues more effectively.
BLUF and PACE: a strategic combo for effective technical support escalations
Uncover how the BLUF and PACE methodologies can transform the handover and negotiation process in technical support scenarios, ensuring effective communication and customer satisfaction.
sailing calm seas: navigating emotionally charged waters in technical support
Explore how Stoicism, Cognitive Behavioural Therapy, and effective communication can help manage emotionally charged situations in the technical support world. This approach allows for a separation of personal identity from professional scenarios, facilitating easier navigation through challenges.
OODA vs PACE: tactical and strategic tools for optimal results
Discover the differences between OODA and PACE, two powerful decision-making tools. Learn how they can aid in tactical and strategic scenarios, enhancing efficiency and readiness.
OODA loop: a dynamic approach to technical support planning
Just as a whirlwind of activity is expected in the world of technical support, so too are solutions anticipated with a blend of speed and accuracy. This leads us to explore the OODA loop - an insightful approach for strategic planning that hails from the military. OODA, which stands for Observe, Orient, Decide, and Act, … Continue reading OODA loop: a dynamic approach to technical support planning
effective case management: a comprehensive guide for it support professionals
Within the dynamic sphere of IT technical support, the efficacy of case management systems hinges significantly on the quality of log entries. A well-crafted log entry is akin to a story — it tells the reader what happened, what is happening, what's expected next, who's responsible, and crucially, when the next action is due. This … Continue reading effective case management: a comprehensive guide for it support professionals
embracing the “a” of CBT: a deep dive into activating events
The world of Cognitive Behavioural Therapy (CBT) is a veritable kaleidoscope of interventions and techniques. Among these, the ABC model holds prominence, serving as a fundamental framework to understand the interplay of thoughts, emotions, and behaviours. This article focuses on the first part of this model, the 'Activating Event', or 'A'. Defining the Activating Event … Continue reading embracing the “a” of CBT: a deep dive into activating events