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 … Continue reading technical support dilemmas: a cognitive perspective
Category: Negotiation
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 … Continue reading trying to de-stress in technical support
keeping pace in technical support
In military operations, precise communication is crucial. Lives depend on accurate information shared without delay. From this high-stakes environment comes a strategy that, surprisingly, can be highly effective in a different field: technical support. This strategy is known as PACE - an acronym for Primary, Alternate, Contingency, and Emergency. Understanding PACE Originally designed for communication … Continue reading keeping pace in technical support
dealing with difficult customers
Cognitive Behavioural Therapy (CBT) offers invaluable strategies for dealing with challenging interactions, particularly within the realm of technical support. The following discussion provides insight into applying CBT principles to communicate effectively with uncooperative customers during technical troubleshooting. Understanding Resistance Resistance to suggestions can stem from multiple sources. The customer may be experiencing cognitive distortions such … Continue reading dealing with difficult customers
the power of “no” in troubleshooting
'No' is an unexpected powerhouse in the realm of technical troubleshooting. Often perceived negatively, 'no' can serve as a launch pad for clear communication, solution-oriented dialogue, and efficient problem-solving. Understanding 'No' in Technical Troubleshooting In technical troubleshooting, 'no' is more than just a refusal or rejection. It could signal a misalignment between perceived and actual … Continue reading the power of “no” in troubleshooting
example BLUF order for technical support / development
Subject: Urgent Technical Support Order - BLUF BLUF: Immediate action is required to resolve critical issues with the A N OTHER software. Follow the steps outlined below to expedite the troubleshooting and resolution process. Situation: A N OTHER software is experiencing frequent crashes and performance degradation. Several users have reported data loss and system instability. … Continue reading example BLUF order for technical support / development
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
cognitive behavioral therapy (CBT): exploring the main talking points and transformative power
Cognitive Behavioral Therapy (CBT) is a widely-recognised and evidence-based psychological treatment that focuses on changing unhelpful thoughts and behaviours. CBT has been successfully applied to a variety of mental health issues, as well as personal and professional development. In this blog post, we will delve into the main talking points of CBT, exploring its core … Continue reading cognitive behavioral therapy (CBT): exploring the main talking points and transformative power
harnessing CBT to enhance technical support: a new approach to problem-solving and communication
Cognitive Behavioral Therapy (CBT) is a well-established psychological approach that focuses on identifying and changing unhelpful thought patterns and behaviors. While CBT is commonly used to treat mental health issues, its principles can also be applied to enhance professional skills, such as those required in technical support. In this blog post, we will explore how … Continue reading harnessing CBT to enhance technical support: a new approach to problem-solving and communication
navigating the dichotomy of control: balancing acceptance and influence
The Dichotomy of Control, a core principle of Stoicism, teaches us to focus on what we can control and accept what we cannot. However, there are situations where we may not have direct control but can still influence outcomes. In this blog post, we will explore the Dichotomy of Control, discuss the importance of understanding … Continue reading navigating the dichotomy of control: balancing acceptance and influence