How to Deal with a Negative Environment

You can find a negative environment nearly anywhere. I have a friend who’s dealing with some really ugly stuff in her life. We all know people in that situation and many of us have found ourselves dealing with ugliness from time-to-time. There’s certainly no denying that there’s ugly, bad stuff in the world. I think …

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Ugly Stuff

Book Release: Hobnob with the Elite Geeks of Seattle

I’m really excited! The book release party for the new edition of The Compassionate Geek is going to be at Lucid Lounge in the University District. This is the same Lucid Lounge that is host to Nerd Nites and frequent author readings (and they have fabulous cocktails, too). I can’t think of a better place …

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IT Customer Service Book

Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply

I spend a lot of time thinking about human relationships. After all, I write books and blogs on human relations, I teach human relations workshops and seminars for IT people, and it’s generally a big part of my life. I think a lot about how we get along, how we don’t get along, what makes …

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The Same Human Relations Concepts Apply

How to Talk to a CEO; Professional Communication Skills for the Helpdesk

I recently spoke with a client who is concerned about how some of his staff members speak to CEOs. He owns an IT consulting firm with a variety of clients and is worried about his consultants’ communication skills. His consultants are required to interact with various individuals both on the phone and at client locations. He is concerned that some of the consultants’ language choices are inappropriate for dealing with clients, especially when the client in question is a C-level executive.

Communication Skills for the Helpdesk

What Can IT Customer Care Learn from a Country Music Hall of Famer?

Ernest Tubb is a well-known name to anyone familiar with country music stars of the 1930s through the 1980s. During his recording and performing career, he achieved many milestones including headlining the first Grand Ole Opry performance at New York City’s Carnegie Hall along with a long string of hit records including Waltz Across Texas, Thanks a Lot, and Walking the Floor Over You.

Ernest Tubb

Why Certify? Is IT Certification Truly Valuable?

In our business of IT, we hear a lot of talk about certification, both good and bad. The proponents of certification extol its benefits, including job advancement and more money. Detractors say technical certifications are not based on real world scenarios and only measure an individual’s test-taking ability. In my experience, many of the certification proponents are training companies, book publishers, or vendors who stand to reap financial gain from certification. Conversely, many of the certification detractors are people who don’t hold certifications. It’s easy to get a bit cynical on both sides of the certification question.

Certifications
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