human relations

IT’s Role Within an Organization

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The functional perspective of sociology says that each part of society contributes to the stability and operation of society as a whole. The organization where you work is much the same. Each department contributes to the success or otherwise of the entire organization. Within an organization, you could find a sales and marketing department, an […]

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How to Communicate Successfully Using Email

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Email is often the most commonly used form of communication for support professionals. Email is a one-dimensional form of communication which, although efficient, fails to account for human emotions as a vital component of communication. (Other forms of written communication including texting, instant messaging, and even old-fashioned paper letter writing suffer from the same limitation.)

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8 Ways to Show You Care

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In working with end users, customers, and technical support staff, the most common phrases I hear relate to how much a support person cares or doesn’t care. The simple act of caring about your fellow human being is the starting point for providing great customer service. If you truly care about your fellow humans, the

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Five Keys to Becoming a Compassionate Geek

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Let’s define compassion and geek. Compassion is seeing others who are hurting and finding ways to help. Geek is a term of pride referring to a computer expert. The path to success as a compassionate geek is really the same as the path to success as a human. Here are five keys to help ensure

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Stress Management for IT Professionals

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Stress is a popular topic in news broadcasts and in the blogosphere. We make stress out to be some sort of villain, when stress is simply how our bodies react to change. The change could be good or bad, it doesn’t matter. It’s still stressful. The issue is not with stress, per se, but with

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Four Magical Customer Service Phrases (What to Say in Nearly Any Situation)

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Customer service has many definitions. I think of a quote often attributed to the late Dr. Maya Angelou, “I’ve learned that people will forget what you do, they’ll forget what you say, but they will never forget how you made them feel.” As providers of customer service, the feelings our customers have about us show

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How to Deal with an Angry Type A Customer

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You’ve probably heard people talk about Type A personalities and you may have some ideas about what that means. In a landmark 1976 study of some 3000 healthy men, aged 35 to 59, Drs. Meyer Friedman and Ray Rosenman, both cardiologists, looked at stress as a predictor of heart disease. For the purpose of their

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