Category: Negotiation Techniques

Using Stoic Emotional Intelligence and CBT for Lasting Change

Combining Stoic teachings with modern cognitive behavioural therapy (CBT) provides a practical approach to emotional intelligence. While Stoicism offers timeless principles on managing emotions, CBT adds a structured, evidence-based method to implement these ideas effectively. Together, they create a roadmap to developing greater self-awareness, emotional regulation, empathy, and resilience. 1. Self-Awareness: Recognising Thoughts and Emotions … Continue reading Using Stoic Emotional Intelligence and CBT for Lasting Change →

overcoming the fear of difficult tech support calls: a practical guide to exposure therapy

In the demanding world of technical support, dealing with difficult customers is an inevitable part of the job. However, for some, this aspect of the role can be a source of significant stress and anxiety. This is where Cognitive Behavioural Therapy (CBT), specifically exposure therapy, can be a game-changer. This technique involves gradual, repeated exposure … Continue reading overcoming the fear of difficult tech support calls: a practical guide to exposure therapy →

mastering difficult tech support calls through structured training

In the fast-paced world of technical support, each day brings new challenges. One of the most daunting among these can be handling difficult customers. Thankfully, Cognitive Behavioural Therapy (CBT) offers tools to tackle this common fear, one of which is the Fear Hierarchy, also known as the Fear Ladder. Constructing the Fear Ladder in Tech … Continue reading mastering difficult tech support calls through structured training →

integrating ‘Left of Bang’, CBT, and stoic philosophy into technical support: a holistic approach

In a world that is increasingly dependent on technology, technical support has emerged as a crucial aspect of every industry. Faced with pressure to deliver speedy and accurate solutions, technicians can benefit from incorporating methodologies from the U.S. Marine Corps' 'Left of Bang' principles, cognitive behavioural therapy (CBT), and stoic philosophy. Proactive Measures: The 'Left … Continue reading integrating ‘Left of Bang’, CBT, and stoic philosophy into technical support: a holistic approach →

BLUF for escalations within IT technical support

In the bustling world of IT support, time is often of the essence. Rapid, efficient communication can mean the difference between a swiftly resolved issue and an escalating problem. One method that can aid in achieving this efficiency is BLUF – a military communication principle standing for 'Bottom Line Up Front'. Decoding BLUF In the … Continue reading BLUF for escalations within IT technical support →

technical support dilemmas: a cognitive perspective

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 →

technical support – adapting to different personality types

Technical problem-solving is as much an art as it is a science. Not only does it require technical expertise, but it also demands a deep understanding of human behaviour. Adapting communication strategies to suit different personality types can significantly enhance the effectiveness of troubleshooting. Let's delve into how to approach technical issues while engaging with … Continue reading technical support – adapting to different personality types →

personality and behaviour – what it is and how it can change

In the grand stage of life, each individual brings a unique personality to the spotlight. Understanding these personality types is pivotal to navigate the dynamics of interpersonal relationships, particularly in high-stress scenarios. It is worth noting that the same individual can exhibit different personality types depending on the situation and the level of stress they … Continue reading personality and behaviour – what it is and how it can change →

negative thoughts are always at the front

In the grand theatre of the mind, it often seems that the shadows are more captivating than the sunshine. Humans, by nature, are more likely to remember adverse events more vividly than their positive counterparts. This predilection for the negatives, also known as negativity bias, has roots deep in our evolutionary history, where survival often … Continue reading negative thoughts are always at the front →