Challenging Behaviours & Being Assertive


When the other person's behaviour is challenging, you need to respond effectively. This video shows you the options you have, and why some will serve you and the conversation better than others.


When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...


The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...

Book Review:

by Clive Lewis

Poor performance from a different perspective – toxic culture, rather than toxic people; but a toxic culture empowers toxic behaviour….