Fixing the technology isn't always enough

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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.

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