IT Compassion: A Novel Approach
Can’t spell humanity without IT
In the following list, I break down some key realizations learned on the job in IT, where the value of emotional intelligence — particularly compassion and patience — is often overlooked. Reflecting on this has led me to deeper insights into workplace dynamics, relationships, and the importance of effective communication.
1.The Importance of Compassion in IT Support
Compassion is essential in IT because technology can be frustrating and alienating for many people. By showing understanding and patience, IT professionals can reduce stress and anxiety, making users feel supported rather than inadequate.
From my experience, I’ve learned that people tend to work harder when they feel supported.
In addition, it can’t be overstated how important it is to not judge others based on their technical skills but to understand that everyone has their own expertise, and tech might not be their area of strength. In many cases, people who aren’t tech-savvy might excel in other crucial areas of the business, such as sales, strategy, or relationship-building.
2. Recognizing Different Levels of Tech Proficiency
One of the fun challenges of IT support is the wide variance in users’ technical knowledge. Some employees may know how to troubleshoot minor issues themselves, while others might call for help frequently. Recognizing and accepting this difference without frustration is critical for providing effective support. This requires not just technical skills but also empathy and a non-judgmental attitude.
3. Barriers and Past Negative Experiences
Past experiences shape users’ approach to technical problems. This aspect has been the hardest to navigate. Someone who previously had a bad troubleshooting experience may avoid asking for help, fearing another negative encounter.
In such cases, IT staff need to break down those barriers with patience, kindness, and clear communication. This approach helps users trust the IT team and feel comfortable seeking help in the future.
4. Dealing with the Dunning-Kruger Effect
Confidently incompetent! Another challenge is dealing with users who are overconfident in their (often limited) technical abilities — what’s referred to as the Dunning-Kruger effect. These users can sometimes complicate the troubleshooting process by insisting they know what they’re doing. Handling this type of user requires diplomacy, as dismissing them or directly confronting their lack of knowledge could damage the relationship. Instead, gently guiding them while showing respect for their perceived competence (this is the hardest) can maintain a positive working environment.
5. Balancing Professionalism and Compassion
Professionalism is essential. It could be easy for an IT professional to belittle someone for not knowing something as simple as restarting a computer to fix a problem. However, doing so would not only be unprofessional but also counterproductive to fostering a supportive environment. A compassionate approach, acknowledging that everyone has different strengths and that no issue is “too small,” goes a long way in maintaining positive relationships.
Furthermore, I wouldn’t have a job if everyone was tech savvy.
At the end of the day, when I need to pay my bills, I’m grateful for the computer illiterate!
6. Supporting the Core Business
The main reason my job exists is for support. My job doesn’t make the company money. The people for whom I provide IT support bring in the money. The function of IT support is to reduce downtime and help the company run smoothly. IT teams enable this by removing technological obstacles, allowing other departments to focus on what they do best — whether that’s generating revenue, managing clients, or making strategic decisions.
Said another way… while the support team may not directly generate income, we are crucial to the company’s overall success. Thus, I’m proud to fill a crucial role in the company, but I stay humble knowing that it is my colleagues that bring in the money.
This insight is important because it prevents me from being judgmental when I’m helping with trivial issues.
7. Communication and Avoiding Technical Jargon
Clear, simple communication is a recurring theme. Non-technical users feel intimidated by IT jargon, so I find it essential to explain issues in a way that is easy to understand. Avoiding complex terminology helps build rapport and ensures that the user feels more informed rather than more confused. A customer-focused mindset like this strengthens the relationship between IT staff and the rest of the company.
8. Job Security and Value Perception
In many industries, support roles like IT are seen as cost centers, meaning they don’t directly bring in revenue. This makes it essential for me, as an IT professional, to demonstrate my value through excellent service, speed, and user satisfaction. If my contributions aren’t perceived as valuable, then I’m on the chopping block when times get tough… and times do eventually get tough for every company. Thus, maintaining a reputation for being helpful, approachable, and efficient is key for my job security.
Conclusion
This will likely come off as sappy or whatever, but compassion and empathy are essential to IT. These, and other soft skills, enhance the effectiveness of technical expertise in IT support roles. By recognizing that everyone has their own strengths and weaknesses, and by fostering a respectful, non-judgmental approach, IT professionals can not only solve technical problems but also build trust and maintain strong professional relationships.
Final note: It’s important to keep all of the above in mind, BUT do so without becoming a sycophantic, push-over, yes-man. Sometimes people need to be told they are wrong. Fortunately, that can be done compassionately, also.