In technical support, the ability to route around the differences in world view between yourself and the user is quite a valuable skill. Q: "Have you install

In technical support, the ability to route around the differences in world view between yourself and the user is quite a valuable skill. Q: "Have you installed any software lately?" A: "no" Q: "Do you have any new programs?" A: "oh yeah, my nephew put this new game in" Figuring this out takes a while to do, but you eventually get very good at it. (Installing is something you do with hardware, in their minds... like installing a dishwasher, air conditioner, etc.) Also: The ability to remember that the computer/program/system is just a tool, to help the user get their job done.