In case you're curious, this is the best book on tech support ever written:
http://www.amazon.co.uk/How-Talk-Kids-Will-Listen/dp/1848123094

Tech support aside, I honestly think that the world becomes a better place each time a person finishes this book. It's not as much about talking to kids, as it is about talking to the kids in all of us.

Do your children, loved ones and the rest a favor and read it.