Emotional Intelligence importance in IT

There’s no consensus on the question of what makes us, as human being, special. But there is  a fundamental statement in which all philosophers, psychologists agree on: humans are more intelligent than any other creation on earth. That is the reason why humanity has achieved the highest state of evolution. The only mean that mankind uses to survive in this hostile world is the Intelligence. In fact, let me just ask a simple common sense question:  How would we survive in this cold weather if we did not create the energy that we use to stay warm and hit our houses.? Animals don’t have heaters to protect themselves from the cold weather; but,  surprisingly they do have one particular asset that we don’t possess: warm-blooded. They are designed to stay warm during winter. That is what Charles Darwin supported in his famous book Theory of Natural Selection. He believed we are similar to animals, and merely incrementally more intelligent as a result of our higher evolution. Because of our intelligence we are subject to many kinds of feelings such as happiness, sadness, anger; not only we experience them on a daily basis, but more importantly, we are susceptible to read them and interpret them. For example, there is no way that we misinterpret two faces expressions of, for example, a man who has just been dumped by his girlfriend and a man who just got a promotion. The first man facial  expression would be sadness, of course, while the second man face would ineluctably shows joy and happiness. Language and culture can influence how people express emotion. Despite these differences, all...

Emotional Intelligence and its relation to IT

Ever have a hard time figuring out whether a customer is angry at you or angry about something else? That’s where Emotional Intelligence comes into play. Having a good understanding of whether or not someone is mad, sad, happy is a good thing to try and learn. Emotional intelligence can be helpful in the IT world when you have people calling a help desk for assistance or when you are the IT person at a school. When someone calls you at a help desk you want to understand the issue to try and help the in the best way possible, and the start of that is knowing that persons attitude. When you are trying to help someone that’s angry it can be hard to reason with that person. You need to manage your personal emotion and respond appropriately. In IT, leaders and managers must have a good understanding of emotional intelligence to be effective. They need to know how their emotions affect the workplace around them and how they can relate to others. For example if you are a manager at a workplace and you are angry about something that happened at home, you don’t want to pass that emotion onto employees as they may take it personally and then it may effect the people they talk to and so on. Having a good understanding of Emotional intelligence is important to have in the workplace and pretty much everywhere you go. Being aware of ones emotions and being able to control and handle certain conversations is a helpful part of your success when talking with...

Are We Feeling Our IT Support?

End Users are not androids, at least not now   No IT Support Specialist will need to administer an empathy test to an end user in order to authenticate them as a human in our life times. We can safely assume that the end users woke up that day barely able to remember their dreams just like anyone. The end user has a life outside of a call about their monitor resolution or password. However, the end user probably didn’t contact a Support agent to discuss the emotions of their quite human existence.   In most any contact with an end user, a Support Agent could have to react to someone’s emotions. Anyone can read the emotions on an actress’ face in a movie. A help desk ticket is no film and might convey less to a Support Agent. Recognizing emotion is probably more important than reacting appropriately to the emotion. Perceiving emotion through the different means of contact a Support Specialist will have with end users is the first step in treating the person as a person.   After a Support Agent can sense the emotion of the end user, the agent can alter their service accordingly. Adaptability can be a difficult thing for some. We sometimes don’t like to experience a wide variety of emotions from different people. Those feelings can effect us. And they should. This is one way to know how and why we relate to people in a way that they appreciate. This is emotional intelligence. If an end user appreciates their IT Support Agent, the actual support aspect should happen easier.   Could an...

Why emotional intelligence matters as an IT Support Specialist.

While being an IT Support Specialist requires skills and knowledge relating to the career, a Support Specialist should have good emotional intelligence. Emotional intelligence refers to being able to perceive, control, and evaluate emotions. Whether it is a skill that can be honed and improved, or a born characteristic with some, you should have good emotional intelligence. There are four branches to this: Perceiving emotions, reasoning with emotions, understanding emotions, and managing emotions. Perceiving emotions usually require understanding nonverbal signals such as body language and facial expressions. Body language is used 50-70 percent of all communication. Should some feel a certain emotion, their body will usually show it, such as if they feel uncomfortable, they may step back, or hide their hands. Facial expressions convey emotions such as sadness, if the person should frown and their eyes look down and away from you, or anger, if the person is still frowning, but their eyes is either may be glaring at you, or at something else.   Reasoning with emotions is exactly how it sounds. If someone is frustrated, they’ll make it apparent, and you should try to avoid to further their frustration. Understanding emotions is something most customer service employees should know. When this happens, you need to interpret the emotions and where it might be coming from. If a customer is angry, it may or may not be at you. They could have gotten a speeding ticket, they may be fighting a significant other, or maybe they are unsatisfied with the company you work for.   After this you need to manage emotions, which is crucial to emotional...

Effective soft skills – Dealing With Customers and their emotions

    Dealing with customers and their emotions.   As a Service Center Associate (SCA) you will have many different and unique experiences when dealing with customers on the phone. One of the more frequent interactions within a help desk / call-center are those dealing with the upset or irate customer. These situations can be a mood killer, and the leading cause of a potential bad day in the life of a SCA. I will touch on a few ideals and an interesting methodology that should give you a better understanding of that emotional person on the other side of the phone line. To be fair, we will assume that you are more than capable to handle a Face-to-Face customer interaction. An associate should be able to use their soft skills training to recognize the facial queues and voice intonations to know what the customer is feeling at that moment, and how they are receiving your input during the conversation. On the phone, it is a little more difficult. Since there is an automatic barrier where the customer cannot see you, interpretation is the main vehicle that is used to determine the customer’s current interaction. To further make it more difficult, we will say that your customer is: LIVID, UPSET, ANGRY, NOT HAPPY, and you are the lucky person who has answered the phone. The Scenario: The customer has just experienced a BSOD (Blue Screen of Death), but that is not the issue. The issue is that leading up to that very moment, they were working on an important document that now is no longer there. They cannot find...

Education and qualifications need to become a mobile device repair technician

If you are interested in mobile devices and how to repair them you might be wondering how and where to get started. There are a few basic skills you should have or possess before starting your trip down the road to be a mobile device repair technician. The first and one of the most important things you need is patience. It takes time to learn the skills needed to be able to fix mobile devices. You also need patience to be able to work with small and sometimes frustrating components, remember these are complex devices designed to fit in the palm of your hand. The next thing you need is dexterity; again these are small devices and require the manipulation of small parts and screws. Organization is another very important skill to have. When you have a mobile device completely disassembled you should have all the parts laid out in an organized manner, or else trying to put them back together correctly is going to become vastly more difficult. Technical ability is also very important. You should already possess some basic technical ability before you consider the idea of getting further training. You may already have some basic technical ability, and maybe even some with repair or electronic devices, but you may wonder what to do next. You should seek out formal training in mobile device repair. There are a few different ways you can go about this. The first, and probably the best would be to take an in person class at your local college. MATC offers one such course called appropriately Mobile Device Repair and Maintenance. Taking...