schrödinger’s cat: quantum curiosities explained
I like cats AND Schrödinger’s Cat is one of the most intriguing thought experiments that sprung from the mind of Erwin Schrödinger, an esteemed physicist. It’s a concept rooted in the mysterious world of quantum mechanics, and while it might sound daunting, it is entirely accessible with a bit of thought.
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.
dichotomy of control with job interviews
In the ever-challenging landscape of job hunting, individuals often find themselves burdened by the overwhelming desire to secure the position. However, a powerful concept from Stoicism – the Dichotomy of Control – can offer a refreshing perspective that helps alleviate the stress and pressure associated with job interviews.
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.
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 – 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, we negotiate constantly.
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, it can also trigger defensiveness, especially when used at the start of a conversation.
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.
example BLUF order for technical support / development
Subject: Urgent Technical Support Order – BLUF
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.