Every organization has experienced it: the tension-filled tug-of-war between users who just want things to work and tech support teams trying to diagnose issues without losing patience. This session confronts the all-too-familiar dynamic between end users and support teams—where miscommunication, assumptions, and unmet expectations lead to frustration on both sides.
We’ll unpack the psychological and cultural barriers that contribute to this divide and explore how these internal frictions impact overall performance and morale. Through relatable (and often hilarious) real-world examples, we’ll highlight how common support scenarios escalate—and how they can be de-escalated with empathy and structure.
This isn’t a technical tutorial—it’s a people-focused reset on how IT and business users can work together more effectively.
Objective 1 – The War Within:
We’ll explore key misunderstandings between tech support and users, including emotional triggers, time pressures, and communication habits that lead to frustration. Gain insight into what each side often fails to recognize about the other.
Objective 2 – Building Bridges:
Discover practical strategies to improve how tech teams and users interact. We’ll focus on shared goals, reframing support conversations, and reducing miscommunication through empathy and clarity.
Objective 3 – Relational Frameworks for Teams:
Learn a foundational approach to improving internal collaboration. We’ll introduce feedback loops, communication habits, and simple team-building models that help support and user groups work together with more trust.