tech & negotiation

So, before we start…

I will be talking about techniques, which are known world-wide, that can be brought into the world of technical support. I will also be talking about negotiation theories that have come about by integrating thought processes which have not been thought to benefit each other. Have a read around and see what you think.

Well, they are not, have a look at this article first – stoicism vs. religion: understanding the differences and answering the question “is stoicism a religion?” – for some talking points. Please do absorb and always make up your own mind.

For example, look at “the stoic’s guide to job interviews” for a unique perspective on this thinking, probably unrelated to technical support :).

Whatever faith or belief we have. There is sometimes a voice (or voices) which say Stoicism is tough and not emotional. This is not to be taken on face value, here is a quick introduction to Stoicism. What if there are still questions about the origin of the word Stoicism and how it has changed in modern times?

Whilst that does not immediately pop into anyone’s head when dealing with technical support. It seems it can be.
There is a step in the middle, how did Stoicism lay the groundwork for CBT?

It should be applied to our daily lives; in whatever situation you may find yourself. Buying groceries or being treated for a mental health issue. It is useful everywhere. It is discussed here – harnessing CBT to enhance technical support: a new approach to problem-solving and communication – please take a look.

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.

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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.

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keeping pace in technical support

In military operations, precise communication is crucial. Lives depend on accurate information shared without delay. From this high-stakes environment comes a strategy that, surprisingly, can be highly effective in a different field: technical support. This strategy is known as PACE – an acronym for Primary, Alternate, Contingency, and Emergency.

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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 biases.

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