My posture and wobble I analyzed this week was maintaining positive attitude and neutral bias when interacting with our Arcadia staff members and their technology issues. I want to first stipulate, that my student workers and I are not being polite or appropriate with community members that call into describe and report their issues. My awareness was that often, when we resolve technology tickets that come through the Help Desk, we may not be fully approaching these issues with the requisite open mind as people would describe their problems. This could mean that in an effort to solve a staff member’s desktop or LMS issue quickly, I may make false assumptions or not ask the right questions to get to the real source of the problem. The insights that I have found is that it is easy to become absorbed in my mindset of viewing a staff member’s unique needs through my own perspective. The sign of a good technology educator is to have the self-awareness to know when I am not open to an educator’s issues. When I stopped and took the time to really listen to what the educator describes, I found that I experienced the flow of stronger interpersonal communication.
For my student workers, judging their capacity to have a neutral bias is a little easier. One pitfall that has befuddled our help desk has been incorrect ticket assignment/incomplete details. It is a common enough issue that mostly all of our student workers experience poor ticket details or will triage in an incorrect way. The way that I determine my student’s success is the frequency that an individual student will top assigning incorrect tickets. I often ask myself, how am I addressing this student worker’s performance? Have I communicated in a way that my message is received? What I have found throughout this process is what I determine as growth from my student workers. Ultimately, what wobbling has shown me is that it has results for education practitioner, it is just how it is applied.