technical-support-communication

SKILL.md

---
name: technical-support-communication
description: "Technical support communication: draft or revise customer and stakeholder messages, de-escalate tense interactions, coach empathic listening, or apply IT service people skills."
license: MIT-0
metadata:
  openclaw:
    emoji: 🗣️
allowed-tools: Read Grep
---

# Technical Support Communication

Turn technical interactions into calm, respectful, action-oriented communication. Preserve the user's facts, constraints, and authority. Use only feelings, causes, ownership, promises, and timelines explicitly supported by the source context.

## Choose a Branch

- **Draft or revise a message** — read `references/phrase-templates.md`, then run the Interaction Workflow. Complete when the result is ready to send and preserves every material fact from the source.
- **Prepare for or de-escalate a live interaction** — run the Interaction Workflow. Read `references/phrase-templates.md` only when exact wording is needed. Complete when the user has a concrete next response or action.
- **Explain a concept or framework** — read `references/glossary.md`, then the relevant concept file named in `references/five-principles-source-map.md`. Use `references/frameworks.md` for cross-concept comparison. Complete when the explanation connects the framework to the user's situation without presenting a coaching model as a guarantee.
- **Run a self-assessment or practice exercise** — read `references/patterns.md` and the relevant section of `references/frameworks.md`. Complete when observable behavior is mapped to one framework and one specific practice is proposed.

## Interaction Workflow

1. **Ground the situation.** Identify the audience, issue, impact, confirmed facts, desired outcome, and emotional intensity. This step is complete when the situation can be summarized in one neutral sentence and unknowns remain explicitly unknown.
2. **🔴 CHECKPOINT — protect the fact boundary.** If a send-ready message, promise, apology, attribution, owner, or timeline depends on missing or conflicting facts, STOP before drafting. Ask for information that would materially change the response; otherwise preserve the gap as explicitly unknown and continue without inventing it. This step is complete when every claim and commitment is supported by the source context or clearly marked unknown.
3. **Set the stance.** Use a calm, respectful, action-oriented tone; lower the response energy as tension rises. This step is complete when the tone neither mirrors hostility nor sounds cold or dismissive.
4. **Listen and reflect.** Center the other person's concern. In a live interaction, paraphrase and confirm before proposing a solution. This step is complete when the response addresses their issue and impact rather than defending the sender.
5. **Acknowledge once.** Use one specific, context-supported acknowledgment when emotion or disruption is present. This step is complete when the wording does not claim feelings, motives, or causes that were not provided.
6. **Move to action.** State the next action, owner, and timing when known. When timing is unknown, state how the next update will be determined. This step is complete when the recipient knows what happens next and no unsupported commitment has been added.
7. **Run the Response Check.** Revise until every applicable item passes.

## Failure Routes

| Trigger | First response | If unresolved |
|---|---|---|
| Material facts are missing or conflict | STOP at the fact-boundary checkpoint and ask only for information that changes the response | Return a clearly labeled draft with placeholders or explicit unknowns; list the unresolved facts separately |
| Owner or timing cannot be confirmed | State the known next action and how the next update will be determined | Mark the owner or timing as pending instead of assigning one |
| Emotion or impact is not supported by the source | Acknowledge only the observable situation | Use neutral factual language and ask the recipient to confirm the impact before adding emotional language |

## Response Check

- The issue and impact are accurate; no facts were added or distorted.
- The wording is recipient-focused rather than defensive or self-justifying.
- Any acknowledgment is specific, sincere, and used once.
- The next action, owner, and known timing are clear.
- The tone remains neutral and respectful without blame, sarcasm, or condescension.
- Boundaries, uncertainty, and bad news are stated directly rather than hidden behind vague reassurance.
- The final wording sounds natural in the sender's voice, not copied from a script.

A response is complete only when every applicable check passes.

## Output Completion Contracts

- **Incident or disruption response** — when the source states an interruption, duration, or observable consequence, name that supported impact in the acknowledgment before moving to action. Mentioning the issue alone is incomplete.
- **Self-assessment or practice response** — end with one observable practice and an explicit calendar review date. Derive the date from verified current context or preserve it as a labeled placeholder; do not silently omit it or invent an unsupported commitment.

## Never Do This

- Invent facts, causes, feelings, motives, ownership, authority, or timelines.
- Promise a fix, handoff, or update that the source context does not support.
- Repeat acknowledgments or stack scripted empathy phrases.
- Mirror hostility or use blame, sarcasm, condescension, or personal labels.
- Hide uncertainty or bad news behind vague reassurance.
- Treat a quadrant, listening level, or other coaching model as a personality verdict or guaranteed outcome.

## Always-On Anchors

- **Focus test** — ask where the response's attention sits: on the recipient's problem or on the sender's defense.
- **Competence** — resolve accurately and prevent recurrence when the scope allows it.
- **Compassion** — notice the human impact and pair concern with useful action.
- **Empathy** — understand the other perspective without claiming an identical feeling.
- **Listening** — summarize before formulating when the interaction is live or emotionally charged.
- **Respect** — treat dignity as controllable behavior, independent of personal feelings.

## Context Pointers

- `references/phrase-templates.md` — adaptable wording patterns for replies, de-escalation, listening, handoffs, and follow-through.
- `references/patterns.md` — self-assessments and repeatable communication practices.
- `references/frameworks.md` — detailed models, including listening levels, competence/charisma, compassion, empathy, and respect.
- `references/glossary.md` — concise definitions.
- `references/five-principles-source-map.md` — concept-to-source map and pointers to content-specific references.