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These are the user uploaded subtitles that are being translated: 1 00:00:00,898 --> 00:00:05,498 Another cause of frustration in user support interactions is when people talk 2 00:00:05,498 --> 00:00:06,550 over each other. 3 00:00:06,550 --> 00:00:08,685 This usually happens over the phone. 4 00:00:08,685 --> 00:00:12,397 Since there's sometimes delay, but it can happen in person to. 5 00:00:12,397 --> 00:00:14,917 Typically it leads to people talking louder and 6 00:00:14,917 --> 00:00:18,262 sometimes ends up feeling like you're yelling at each other. 7 00:00:18,262 --> 00:00:21,887 You've probably been in a situation like this with your friends or family. 8 00:00:21,887 --> 00:00:28,345 Everyone wants to talk and the person with the loudest voice wins. 9 00:00:28,345 --> 00:00:29,949 How can I help you today? 10 00:00:29,949 --> 00:00:31,299 My laptop isn't working. 11 00:00:31,299 --> 00:00:34,120 I need a new one, I have meetings I need to go to. 12 00:00:34,120 --> 00:00:37,893 I can certainly look into this and see what we can do to fix it. 13 00:00:37,893 --> 00:00:42,789 But I want to set context that our policy is to only replace laptops if all other 14 00:00:42,789 --> 00:00:44,792 options have been exhausted. 15 00:00:44,792 --> 00:00:47,541 >> I don't need you to go snooping around my computer. 16 00:00:47,541 --> 00:00:48,825 Just give me a new one. 17 00:00:48,825 --> 00:00:51,159 Gale, I'd love to do that for you, but. 18 00:00:51,159 --> 00:00:53,500 >> That's ridiculous, I'm a director. 19 00:00:53,500 --> 00:00:54,494 I should get a new one. 20 00:00:54,494 --> 00:00:55,731 I don't have time for this. 21 00:00:55,731 --> 00:00:58,712 >> I completely understand the urgency of the situation. 22 00:00:58,712 --> 00:01:00,035 Why don't you let me take a look. 23 00:01:00,035 --> 00:01:01,238 >> That's why I came. 24 00:01:01,238 --> 00:01:03,736 You need to fix it. 25 00:01:03,736 --> 00:01:07,377 >> It's important to try and identify why this is happening. 26 00:01:07,377 --> 00:01:09,168 So you can course correct. 27 00:01:09,168 --> 00:01:14,087 In this case, you can simply stop talking to calm things down, then pause for 28 00:01:14,087 --> 00:01:19,096 about five or 10 seconds to make sure they're done talking and start again. 29 00:01:19,096 --> 00:01:23,228 This might take a few tries before the user realizes what they're doing and 30 00:01:23,228 --> 00:01:24,547 gives you time to talk. 31 00:01:24,547 --> 00:01:30,167 Use that time to calm down and really listen to what the user is saying. 32 00:01:30,167 --> 00:01:33,336 Ask yourself, why are they talking over me? 33 00:01:33,336 --> 00:01:37,873 What am I missing then in those 5-10 seconds, 34 00:01:37,873 --> 00:01:42,851 collect yourself and think about what you want to say. 35 00:01:42,851 --> 00:01:44,313 >> How can I help you today? 36 00:01:44,313 --> 00:01:45,787 >> My laptop isn't working. 37 00:01:45,787 --> 00:01:49,482 I need a new one, I have meetings I need to go to. 38 00:01:49,482 --> 00:01:53,602 >> I can certainly look into this and see what we can do to fix it. 39 00:01:53,602 --> 00:01:58,355 But I want to set context that our policy is to only replace laptops. 40 00:01:58,355 --> 00:02:01,106 If all other options have been exhausted. 41 00:02:01,106 --> 00:02:03,898 >> I don't need you to go snooping around my computer. 42 00:02:03,898 --> 00:02:05,104 Just give me a new one. 43 00:02:05,104 --> 00:02:07,017 >> Gale, I'd love to do that for you, but I. 44 00:02:07,017 --> 00:02:08,610 >> That's ridiculous. 45 00:02:08,610 --> 00:02:11,749 I'm a director, I should be able to get a new laptop. 46 00:02:11,749 --> 00:02:13,496 I have no time for this. 47 00:02:13,496 --> 00:02:15,246 >> I completely understand. 48 00:02:15,246 --> 00:02:19,037 Can you let me have five minutes to do a quick triage and 49 00:02:19,037 --> 00:02:21,319 then we can discuss next steps? 50 00:02:21,319 --> 00:02:23,299 >> If the user is crossing the line and 51 00:02:23,299 --> 00:02:27,894 making you feel uncomfortable ignoring it can feel like the easiest solution. 52 00:02:27,894 --> 00:02:32,770 It isn't, remember that if you do the next person they interact with 53 00:02:32,770 --> 00:02:36,311 will be treated the same way and that's not okay. 54 00:02:36,311 --> 00:02:40,185 It's also easy to say that the person being attacked needs to stand up for 55 00:02:40,185 --> 00:02:43,806 themselves, but in situations like this one that's really hard, 56 00:02:43,806 --> 00:02:47,252 ideally by standards would call out this behavior in a calm way. 57 00:02:47,252 --> 00:02:51,487 It's also important that you escalate these issues to the appropriate channel. 58 00:02:51,487 --> 00:02:56,119 Whether that's your manager, the human resources department, whomever. 59 00:02:56,119 --> 00:03:00,119 Disclaimer, I love being in the IT support field and I don't want to 60 00:03:00,119 --> 00:03:04,921 dwell on the negative, but I do want to prepare you for what you might encounter. 61 00:03:04,921 --> 00:03:07,517 So let me throw another tough scenario at you. 62 00:03:07,517 --> 00:03:10,406 You might find that a user skims over what you wrote or 63 00:03:10,406 --> 00:03:14,688 doesn't listen to the full instructions you present before taking action. 64 00:03:14,688 --> 00:03:17,922 When this happens, be patient. 65 00:03:17,922 --> 00:03:22,331 You've likely been on the other end of this before when you ignored instructions? 66 00:03:22,331 --> 00:03:24,990 Why were you overwhelmed with information? 67 00:03:24,990 --> 00:03:26,216 Were you in a hurry? 68 00:03:26,216 --> 00:03:28,110 Maybe you need reading glasses. 69 00:03:28,110 --> 00:03:32,958 Whatever the case might be, the best tactic is to break these steps down into 70 00:03:32,958 --> 00:03:36,080 smaller, more digestible pieces for the user. 71 00:03:36,080 --> 00:03:39,236 If you sent them an article that they didn't finish reading, 72 00:03:39,236 --> 00:03:42,889 ask where specifically in the documentation they're having issues. 73 00:03:42,889 --> 00:03:46,864 So that you don't have to bore them with the parts they already know. 74 00:03:46,864 --> 00:03:50,218 Sometimes you come across someone wanting to bend a policy or 75 00:03:50,218 --> 00:03:52,750 push back on an established process. 76 00:03:52,750 --> 00:03:55,454 Take this as a sign to look deeper into the situation. 77 00:03:55,454 --> 00:04:00,490 Is it really a company policy or just a common way of doing things? 78 00:04:00,490 --> 00:04:03,068 If it is a policy, is there documentation of it? 79 00:04:03,068 --> 00:04:05,620 You can reference that to the user. 80 00:04:05,620 --> 00:04:08,726 If not offer to follow up to get a definitive answer. 81 00:04:08,726 --> 00:04:11,450 You might be surprised what you find. 82 00:04:11,450 --> 00:04:16,035 The takeaway here is that it's important to try to see things from other people's 83 00:04:16,035 --> 00:04:16,905 point of view. 84 00:04:16,905 --> 00:04:20,707 In that moment when you're feeling riled up and frustrated, 85 00:04:20,707 --> 00:04:25,260 take a minute to see the situation from the other person's perspective. 86 00:04:25,260 --> 00:04:27,233 If you were them, how would you be feeling? 87 00:04:27,233 --> 00:04:29,589 What would make you feel better? 88 00:04:29,589 --> 00:04:33,107 If you can train yourself to see things from another's perspective, 89 00:04:33,107 --> 00:04:35,441 you're on your way to turning things around. 7952

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