Me when I contact IT and tell them yes I restarted and followed any instructions I could but computer still angry and IT says they are escalating this because it is an actual issue: I am getting a good grade in service desk ticket. Something that is both normal to want and possible to achieve.
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I'm pretty sure that as much as anything this skill boils down to frustration tolerance. I see people melting down at the first sign of needing to search for instructions all the time. Teaching them to get through it becomes as much about teaching them to handle the emotional experience of not knowing as anything else.
























