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’.
an examination of actions, judgements and expectations. lessons from cbt, stoicism and relativity
In the vast theatre of life, where actions play out on an ever-changing stage, there’s a curious principle at work. It seems like it’s not the actions themselves that are judged as right or wrong, but rather the expectations and judgements of those who observe them. Delving into this intriguing premise, it appears Cognitive Behavioural Therapy (CBT) and stoicism offer fascinating insights. For a touch of humour, let’s also tip our hats to Einstein and his theory of relativity!
what is system 1 and system 2 thinking?
Have a moment to ponder about the brain, one of the most intricate organs nature has crafted. It facilitates every thought, every decision, and every action. But did you know that, according to the Nobel laureate Daniel Kahneman, our thinking can be divided into two main systems? Named simply as System 1 and System 2, these are not physical parts of the brain, but rather convenient terms to understand two distinct modes of thought.
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 make matters worse, the same colleague suggests escalating the situation to a superior.
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.
dichotomy of control: the third one
Life often presents challenges that seem beyond one’s power, which can stir up feelings of frustration and helplessness. In such times, it’s beneficial to step back and revisit a fundamental principle from Stoic philosophy – the Dichotomy of Control. A concept simple yet profound, it helps individuals navigate complexities of life. We are adding one more side to this coin (!). Read on and have a look.
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.
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.
high speed train – relative motion with a ball
Let’s embark on a fascinating journey, one that will take us aboard a high-speed train. Inside this train, two friends are engrossed in a simple game of catch, throwing a ball back and forth. To the friends, the ball’s path is straightforward and linear, but to an observer outside, the ball’s journey is rather more elaborate.
gravity – accelerating spaceship paradox
Gravity is an unseen force that dictates much of our lives, from keeping our feet planted firmly on the ground to dictating the orbits of the planets. Understanding gravity often involves counterintuitive concepts and thought experiments that stretch our imagination.