Video:
Sorry, Glad, Sure
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...
Challenging Behaviours & Being Assertive
Video:
CC: 3 Key Factors
Most conversations become challenging due to three key factors. This video offers explanations of what they are, and how to manage them effectively
Top Ten Tips on...
Challenging Conversations
challenging conversations... 3 key factors that make conversations challenging, including context, them and you, and how to manage all 3, before, during and afterwards
Video:
Consequence Assertion
The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
Video:
Saying ‘No’
A short video offering a simple technique for saying no in a positive and helpful fashion...
Video:
Provocation Response
& Ownership
Whatever the provocation, you own your response. So the difference is mainly in your response, which you can do something about....
Top Ten Tips on...
Thinking on Your Feet
thinking on your feet... When the pressure is on, and you get an unexpected and challenging question – how do you respond quickly and with confidence? Here’s how….
Video:
Choose Your Response
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.
Book Review:
Toxic
by Clive Lewis
Poor performance from a different perspective – toxic culture, rather than toxic people; but a toxic culture empowers toxic behaviour….
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