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What do you do if technical support conflicts arise and active problem-solving skills are needed?

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As a technical support professional, you may encounter situations where you have to deal with conflicts among customers, colleagues, or managers. These conflicts can affect your performance, morale, and reputation if not handled properly. How can you use active problem-solving skills to resolve technical support conflicts effectively and constructively? Here are some tips to help you.

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Rizvi Syed

Security Engineer | 7x LinkedIn Top Voice | SSCP Certified | Passionate About Protecting Critical Infrastructure
Nawal AlMalik

IT Application Support & Delivery | ServiceNow | ITIL4 | Digital Operations | Incident & Change Management | SQL &…

1 Identify the problem

The first step in any problem-solving process is to identify the problem clearly and accurately. You need to understand what the source of the conflict is, what the expectations and goals of each party are, and what the impact of the problem is on the quality of service, customer satisfaction, and team collaboration. You can use techniques such as asking open-ended questions, paraphrasing, summarizing, and clarifying to gather relevant information and avoid misunderstandings.

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Rizvi Syed

Security Engineer | 7x LinkedIn Top Voice | SSCP Certified | Passionate About Protecting Critical Infrastructure
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Identifying the problem involves digging beneath surface-level issues to grasp the core challenge. It's about understanding the pain points, conflicting interests, and desired outcomes of all involved parties. This step requires active listening, empathy, and critical thinking to uncover the root cause and assess its implications. By asking probing questions, summarizing key points, and clarifying uncertainties, we gain clarity on what needs to be addressed. Ultimately, a precise problem statement sets the foundation for effective problem-solving, guiding us towards solutions that address the underlying issues comprehensively.

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Fabienne BENARD (FLOURET)
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1. Définir clairement le problème : Soyez précis sur ce qui ne fonctionne pas. Décrivez les sympt?mes ou les effets négatifs du problème. 2. écouter les parties prenantes : Consultez les personnes impliquées dans la situation. Recueillez des opinions et des points de vue variés.

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2 Analyze the problem

The next step is to analyze the problem and its causes, effects, and potential solutions. You need to use your technical knowledge, experience, and logic to evaluate the situation objectively and critically. You can use tools such as root cause analysis, SWOT analysis, or decision matrix to help you organize and prioritize your data and options. You should also consider the perspectives, needs, and interests of each party involved in the conflict and how they may affect the outcome.

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Fabienne BENARD (FLOURET)
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3. Analyser les données : Examinez les données pertinentes pour comprendre la portée du problème. Utilisez des faits concrets pour étayer votre compréhension. 4. Posez des questions fondamentales : Pourquoi le problème existe-t-il ? Quels en sont les impacts sur les opérations ou les résultats ? Quand le problème a-t-il commencé ? 5. Utiliser des outils de résolution de problème : Des outils tels que le diagramme d'Ishikawa (ou diagramme en arête de poisson) peuvent aider à identifier les causes potentielles.

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3 Generate solutions

The third step is to generate possible solutions that can address the problem and satisfy the parties involved. You need to use your creativity, innovation, and collaboration skills to brainstorm and propose ideas that are feasible, realistic, and beneficial. You can use methods such as mind mapping, brainstorming, or prototyping to help you generate and visualize your solutions. You should also seek feedback, input, and support from your customers, colleagues, or managers to ensure that your solutions are aligned with their expectations and goals.

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Fabienne BENARD (FLOURET)
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6. Effectuer une analyse SWOT : évaluez les forces, faiblesses, opportunités et menaces liées au problème. 7. évaluer l'urgence : Déterminez si le problème nécessite une résolution immédiate ou s'il peut être géré à plus long terme. 8. Considérer les répercussions : Analysez les conséquences à court et à long terme si le problème persiste. 9. Garder une perspective globale : Assurez-vous de voir le problème dans le contexte global de l'entreprise ou du projet.

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4 Implement solutions

The fourth step is to implement the best solution that you have chosen or agreed upon with the parties involved. You need to use your planning, communication, and execution skills to implement the solution effectively and efficiently. You can use tools such as action plans, checklists, or timelines to help you organize and monitor your tasks and progress. You should also communicate clearly, respectfully, and frequently with your customers, colleagues, or managers to keep them informed, engaged, and satisfied with the solution.

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Rizvi Syed

Security Engineer | 7x LinkedIn Top Voice | SSCP Certified | Passionate About Protecting Critical Infrastructure
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Implementing solutions requires careful coordination and effective communication. It's about translating plans into action, utilizing organizational skills to manage tasks, deadlines, and resources efficiently. Whether it's deploying technical fixes, rolling out process improvements, or facilitating team collaborations, clear communication is key. Keeping stakeholders informed and involved throughout the implementation process fosters transparency and builds trust. Regular updates, status reports, and feedback mechanisms help ensure that everyone is aligned and satisfied with the progress and outcomes. By staying focused, adaptable, and responsive, we can navigate challenges and drive successful implementation of solutions.

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5 Evaluate results

The final step is to evaluate the results of your solution and its impact on the problem and the parties involved. You need to use your measurement, feedback, and improvement skills to assess the effectiveness and efficiency of your solution and its outcomes. You can use tools such as surveys, reports, or testimonials to help you collect and analyze data and feedback. You should also acknowledge, appreciate, and celebrate the achievements and contributions of your customers, colleagues, or managers to the problem-solving process and the solution.

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Fabienne BENARD (FLOURET)
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10. Documenter le problème : Notez toutes les informations importantes pour référence future. Une documentation claire facilite la communication avec les parties prenantes. 11. Rechercher des tendances ou des modèles : Si le problème est récurrent, cherchez des tendances pour identifier des causes sous-jacentes. 12. Faire preuve de créativité : Pensez de manière créative pour identifier des solutions potentielles au problème.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Nawal AlMalik

IT Application Support & Delivery | ServiceNow | ITIL4 | Digital Operations | Incident & Change Management | SQL & Oracle
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Document lessons learned: After resolving a conflict, document the lessons learned from the experience. This documentation can serve as a valuable resource for future reference. Analyze what worked well in the resolution process, what challenges were faced, and how similar conflicts can be avoided or handled more efficiently in the future. Sharing these insights within the team can contribute to continuous improvement and proactive conflict management.

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Fabienne BENARD (FLOURET)
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Un exemple historique d'analyse de problème peut être l'accident de la navette spatiale Challenger de la NASA en 1986. Cet événement tragique a conduit à la perte de sept astronautes et a été provoqué par la défaillance d'un joint torique dans l'un des boosters de la navette. L'analyse du problème qui a suivi a mis en lumière plusieurs aspects cruciaux.

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What do you do if technical support conflicts arise and active problem-solving skills are needed?

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2

3

4

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6

1 Identify the problem

2 Analyze the problem

3 Generate solutions

4 Implement solutions

5 Evaluate results

6 Here’s what else to consider

Technical Support

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What do you do if technical support conflicts arise and active problem-solving skills are needed?

1

2

3

4

5

6

1 Identify the problem

2 Analyze the problem

3 Generate solutions

4 Implement solutions

5 Evaluate results

6 Here’s what else to consider

Technical Support

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