Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
I received a pointer from a person a few days after he had an exchange with a User Consultant. It is worth noting.
The person was frustrated with the way the machine was responding (the keyboard actually). The keys weren't always registering his strokes correctly and so he would strike the keys harder as time passed. The UC approached him and told him not to beat on the equipment. While that was not an incorrect thing to say it was not the way to start the conversation. The user suggested (a few days later; after he had calmed down!) that it would have been much better if the UC had opened by asking if there was anything he could help with. ( Don't ask “Are you having a problem?” when it's rather obvious the person is since that only adds to their frustration and may even make them angry. )
We have people from many different cultural backgrounds using our facilities and seeking our help so please be aware and sensitive to cultural differences.
Some things to consider are:
keeping the proper personal space between you and the person you are helping
instructing them as to what needs to be done instead of doing it for them (respect their intelligence and allow them the opportunity to learn what needs to be done)
working at the same or lower height as the person you are helping (to avoid taking a dominant stance)
One of our better UCs had found the following technique to work well for him. (You might consider what is being done here, and why. If you see merit in the approach you can adapt it to fit you.) “ Crouch to the side of the person when helping them. By causing them to look down at you when you're talking to them, or at least bringing yourself eye-to-eye with them, they feel much more comfortable. Also, try to make sure they can have something to refer to when you leave…if you do some things for them, try and leave it on the screen, and tell them briefly what each thing does. Another way to leave them with information is mail the user, from themselves, a copy of the commands, or the procedures, or the steps that were taken to arrive at the solution. (Those who took the TCC intro class should know how to save messages to a file.) ”
Another thing to be aware of is the knowledge level of the person you are helping. If you assume that they are at a higher level than they really are, you will end up talking over their head. If you assume they are at a lower level than they really are you will end up talking down to them. In the first case they will become frustrated and discouraged, thinking that the system is harder then it really is; while in the second case they will probably feel insulted or possibly label you as arrogant.