Marcus Aurelius – review at morning and evening

In the chaotic dance of life, one might occasionally find oneself out of step, tripping over unpredicted circumstances, or being swept off balance by an unexpected individual. To navigate such challenges, Marcus Aurelius, a Roman emperor and a revered Stoic philosopher, presented a time-tested method. This approach involves two main practices, performed at the start … Continue reading Marcus Aurelius – review at morning and evening

advanced mirroring in negotation

Just as in any field of expertise, the realm of negotiation and interpersonal communication is fraught with a variety of techniques that enhance understanding and cooperation. Among these, the practice of advanced mirroring stands out. In order to comprehend the nuances of advanced mirroring, it's helpful to first understand its predecessor - traditional mirroring. Conventional … Continue reading advanced mirroring in negotation

premeditation of evils

Premeditatio malorum (premeditation of evils), an age-old stoic concept, intertwines strikingly well with Cognitive Behavioural Therapy (CBT). This ancient philosophy involves anticipating possible negative outcomes to enhance resilience and preparedness. The following steps offer a concise and straightforward approach to incorporating premeditatio malorum into a CBT framework. Step 1: Identification Identify a potential adversity or … Continue reading premeditation of evils

CBT behavioural techniques in technical support

It's a common truth in the service industry: customers are more likely to remember a negative experience than a positive one. This reality is magnified in the field of technical support, where frustrations can run high and patience can quickly wane. However, applying principles from Cognitive Behavioural Therapy (CBT) and strategies like positive reinforcement can … Continue reading CBT behavioural techniques in technical support

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

harnessing empathy in negotiations: tactical empathy

In the realm of negotiations, the ability to understand and share the feelings of another is a powerful tool. This quality, known as empathy, can dramatically influence the course and outcome of any negotiation. But when it comes to practical application, there's a unique twist on this concept that offers a more strategic advantage - … Continue reading harnessing empathy in negotiations: tactical empathy

mastering the art of negotiation

Negotiation is an art and a science, involving a complex interplay of communication, psychology, and strategy. Though it is often associated with boardrooms and business deals, negotiation is an integral part of our everyday lives. Whether it's resolving a conflict with a colleague, bargaining with a vendor, or persuading a child to finish their vegetables, … Continue reading mastering the art of negotiation

the art of questioning: why “why” can be counterproductive

The ability to ask the right questions in the right way is crucial in any negotiation. It determines the amount and quality of information you receive and sets the tone of the conversation. However, one common mistake many negotiators make is overusing the word "why" in their questions. While "why" can occasionally elicit deep insights, … Continue reading the art of questioning: why “why” can be counterproductive

the art of conversation: open-ended questions

Communication is the cornerstone of any successful negotiation. In the intricate dance of conversation, the types of questions we ask have a significant impact. Open-ended questions, ones that cannot be answered with a simple "yes" or "no," are powerful tools for improving communication, particularly in negotiations. Understanding Open-Ended Questions Open-ended questions are those that demand … Continue reading the art of conversation: open-ended questions

applying the CBT ABC model in technical support

The ABC Model, a core principle of Cognitive Behavioral Therapy (CBT), provides a structured approach to understanding and managing our reactions to stressful situations. It stands for Activating Event (aka Triggers), Beliefs, and Consequences. In a technical support context, this model can enhance problem-solving, improve communication, and boost customer satisfaction. In this blog post, we … Continue reading applying the CBT ABC model in technical support