Fixing the Technology Isn't Always Enough

Every IT person has had one of these situations. A user comes to you with a problem. You fix it and announce, "Problem solved" or "Case closed." But you're met with a long, uncomfortable silence or a blank stare. It's an awkward moment that you can end only by

saying something like, "Well, let me know if there's anything else I can do for you," before shuffling away, wondering where you went wrong.

Where we go wrong, more often than not, is in handling the facts of a problem but not the feelings that accompany it. The technology problem is solved, but the feelings that the problem aroused in the user -- anger, disappointment or frustration -- are unresolved.

To continue reading, register here to become an Insider. You'll get free access to premium content from CIO, Computerworld, CSO, InfoWorld, and Network World. See more Insider content or sign in.

Join the newsletter!

Error: Please check your email address.

More about etworkTechnology

Show Comments
[]