Some of the most important lessons I have learned in IT did not come from certifications, tickets, or outages. They came from folding tables in community centers, borrowed extension cords, and long afternoons helping someone unlock their phone for the third time.

I volunteer a few times a year at local community tech clinics and mentor a couple of high school students who are curious about technology. On paper, those two groups could not be more different. In practice, they taught me the same thing. How you teach matters more than what you teach.

Start Where They Are, Not Where You Are

One of the easiest mistakes in tech is assuming shared context. What feels obvious to you might be completely foreign to someone else. When that gap shows up, people often blame themselves.

At community clinics, I meet seniors who apologize before we even start. They tell me they are bad with computers or that they are too old to learn. High school students do the same thing in a different way. They say they are not smart enough or that everyone else already knows this stuff.

In both cases, the first job is removing shame. I remind them that technology is learned, not innate. Nobody is born knowing how to manage passwords or configure a network. We all start somewhere.

Language Sets the Tone

The fastest way to shut someone down is with jargon. Words like “sync,” “cache,” or “permissions” mean nothing if you do not explain them. Worse, they make people feel excluded from their own devices.

I try to use everyday language first and introduce technical terms only when they are useful. Instead of “multi-factor authentication,” I say “an extra step to make sure it is really you.” Instead of “phishing,” I say “messages that pretend to be real.”

When someone understands the idea, the term becomes optional. Understanding builds confidence. Confidence builds trust.

Teach One Thing at a Time

At tech clinics, it is tempting to fix everything at once. Update the phone. Clean up apps. Change passwords. Explain settings. That approach overwhelms people and guarantees nothing sticks.

I focus on one win per session. Set up a password manager. Learn how to spot a fake email. Practice restarting a device properly. Small successes matter.

With students, the same rule applies. You do not start with advanced concepts. You start with fundamentals. What does this cable do? What happens when you click this? Why does this matter? Mastery grows from repetition, not speed.

Let People Drive

One habit I picked up early is keeping my hands off the keyboard as much as possible. If I do everything for someone, they learn nothing and feel dependent.

Instead, I guide. I point. I describe the steps. I let them click, type, and make mistakes. When something goes wrong, I treat it as part of the process, not a failure.

This approach takes longer, but it pays off. People remember what they do themselves. They leave feeling capable, not rescued.

Respect Builds Better Outcomes

Whether I am helping a retiree set up email or a teenager learn basic networking, respect is the foundation. Talking down, even accidentally, breaks that foundation.

I avoid correcting people harshly or laughing at mistakes. I thank them for asking questions. I acknowledge when something is confusing. Technology often is.

In my day job, these same habits lead to better support outcomes. Users are more honest about what they did. They ask questions sooner. They trust guidance instead of resisting it.

These Lessons Carry Into Everyday IT Work

Volunteering changed how I approach end-user support. I am more patient. I explain the why, not just the how. I check for understanding instead of assuming it.

I also document with teaching in mind. Clear steps. Simple language. Screenshots when helpful. The goal is the same as at a clinic. Reduce stress and increase confidence.

Teaching without talking down is not about lowering standards. It is about raising people up. When users feel respected and capable, technology stops being a source of fear and starts being a tool.

That shift makes support easier, systems stronger, and communities healthier. And it all starts with remembering that everyone, at any age, is capable of learning when they are treated with patience and respect.