On Local vs Global Scope for Users Perception
Users of systems we software developers work on daily often like to claim they know how systems we check in code for work, so its important to keep in mind the programming concept of "scope" when dealing with them.
Remember: Users have function scope thinking while you may have system scope thinking.
So you cant hold users ignorance against them, its not their fault. Getting angry at them is not logical, instead, try to find the gap in scope and understand it.
One of the hardest things you have understand and remember as a software development engineer is that when a non-technical user comes to you and make a false claim to you about how a system works based on their limited perception, part of your job is to understand that they only have function level scope limited by their non-technical user level access, and not the global system level scope you may have as an engineer.
What they are describing is their perception; The reality may be very different, and by first acknowledging this, you can then walk back and understand the gap they have to better place yourself in their head.
Do this enough, and you can learn to be empathetic to their ignorance, and agree that there is no fault or blame to place on them for it. Thus, you can control the anger that may swell up when they make a claim that is clearly untrue about the technology you work with daily, because you understand that the false reality that they are perpetuating is the result of the gap in their knowledge and a symptom of their smaller scope.
A function will always have a smaller scope than a system.
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