Sorry folks -- New Thread Idea
Michael R. Eveland
In observing the original message, and watching the replies flow through,
another subject for discussion came to mind.
We all recognized what was happening with this -- someone, under stress
probably, reacted negatively to what was going on, and went into "flame
mode". This is not an unusual response for anyone that works under
stressful situations day-to-day, and I dare say that we've probably all had
agents that have reacted this way.
Therefore, my questions to the list are: Do you have any proactive ways to
watch for someone approaching the edge, and what do you do to bring them
back to the "safe zone"?
Mike Eveland
Service Delivery Manager
Unisys Corporation -- Austin End User Help Desk
Please respond to Help Desk Discussions <HDE...@WVNVM.WVNET.EDU>
To: HDE...@WVNVM.WVNET.EDU
cc: (bcc: Michael R. Eveland/GCS/US/Unisys)
Subject: Sorry folks.
I should have made sure that the message only went to him and not out to
the entire group. BTW, I am unsubscribing, so it won't happen again :(
Zax
Robert Minneman
Honestly?
If someone is near flame mode, I shoot them in the head with my Nerf
gun. You'd be surprised how much comic relief deflates explosive
situations.
Personally, toys are the best method of stress control you can have.
We've got Nerf guns, yo-yo's, juggling devices, and ben-wah balls, just
to name a few of the devices employed at this help desk.
All help desk manager's should budget them in.
After all, the expense of a few dozen yo-yo's is always cheaper than one
employee going 'postal' and causing harm to your department's image and
reputation...
> ----------
> From: Michael R. Eveland[SMTP:michael...@UNN.UNISYS.COM]
> Reply To: Help Desk Discussions
> Sent: Monday, January 26, 1998 12:45 PM
> To: HDE...@WVNVM.WVNET.EDU
> Subject: Re: Sorry folks -- New Thread Idea
Bart Prine
On our desk we have a Schmooze. For those not old enough to recognize
the reference it is from the old Li'le Abner comics. A Schmooze is a
blow up toy looking like an oversized bowling pin weighted on the
bottom. It can be punched time and again with no ill effect (to the
Schmooze, the tech, and especially to the customer)...
> ----------
> From: Robert Minneman[SMTP:RMin...@OPTIKA.COM]
<clip>
> Personally, toys are the best method of stress control you can have.
> We've got Nerf guns, yo-yo's, juggling devices, and ben-wah balls,
> just
> to name a few of the devices employed at this help desk.
>
<clip>
Robert Minneman
Punching is good, although, I don't think I'd be able to control
myself...
I have one of those Jibber-Jabber dolls ("Grab my neck and shake")
that's had its neck snapped due to continuous vigorous shaking...
> ----------
> From: Bart Prine[SMTP:BAR...@SAIF.COM]
> Reply To: Help Desk Discussions
> Sent: Monday, January 26, 1998 3:16 PM
> To: HDE...@WVNVM.WVNET.EDU
> Subject: Re: Sorry folks -- New Thread Idea
>
Namoa Leonard
On our desk we have a Schmooze.
We HAD one of those. The first time I kicked it across the room it
exploded. We do have a lot of wind up toys in the
area, as well as the nerf bow and arrow sets, a stress ball, and our
newest toy a rubber band gun.
Robert Minneman
Exploding Schmooze, I like it!
> ----------
> From: Namoa Leonard[SMTP:Naoma....@DONNELLY.COM]
> Reply To: Help Desk Discussions
> Sent: Monday, January 26, 1998 2:22 PM
> To: HDE...@WVNVM.WVNET.EDU
> Subject: Re: Sorry folks -- New Thread Idea
>