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
Tag: IT support
leveraging the ‘Left of Bang’ approach to navigate life’s challenges
The 'Left of Bang' concept, stemming from the U.S. Marine Corps, may have its roots in threat management and military operations, but its principles can be equally applicable and transformative in everyday life. This proactive approach of identifying indicators and taking preemptive action can empower individuals to better navigate life's challenges and potential crises. Fundamentally, … Continue reading leveraging the ‘Left of Bang’ approach to navigate life’s challenges
embracing uncertainty at work: A stoic and CBT approach
In the professional sphere, uncertainty is a constant. Sometimes, the scenarios can be especially daunting, like the impending layoffs that might be just around the corner. In such stressful situations, two psychological approaches – Stoicism and Cognitive Behavioral Therapy (CBT) – can help navigate the choppy waters. Stoicism, an ancient philosophy, teaches acceptance of the … Continue reading embracing uncertainty at work: A stoic and CBT 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
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
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
power of BLUF in technical support
In an era where time is a precious commodity, clear and concise communication has never been more critical. Enter BLUF (Bottom Line Up Front), a military communication principle that's incredibly effective in conveying information swiftly and efficiently. Although its roots lie in military communication, BLUF can be applied in various professional settings, including technical support. … Continue reading power of BLUF in technical support
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