Month: December 2015

Complain Effectively Without Being a Jerk

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Although in IT jobs, many of us frequently are on the receiving end of complaints, sometimes we’re the ones who need to complain. Perhaps there’s a problem with a server or some networking gear or perhaps there’s a problem with a co-worker. Regardless, there are right ways and wrong ways to complain. Here are some important […]

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Empathy for a Frustrated Customer or End User, Even When You Can’t Relate

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The use of empathy is a common theme throughout much of my writing and speaking. Our ability to empathize with our brothers and sisters of the human race allows us to connect with one another, to see the world through the other person’s eyes, and to try to understand their experience. Of course, it’s not

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