Listening
A vital emotional intelligence skill, at work and at home. Being present.
Management
Tips and skills to help you thrive in a leadership position.
Conflict
De-escalation and dispute resolution. Thriving not shrinking.
Service
Relating well to internal and external customers. How to engage.
ALL POSTS
Vaccine passes mean more aggressive customers – are you ready?
Increase in aggressive customers starting already I’ve been contacted by several businesses in the past two weeks worried that their staff will be faced with more aggressive customers required to show vaccine passes. Aggressive customers can be very difficult to handle. They can be very threatening even when they don’t
Staying calm under fire
Do these three things for yourself when confronted by an angry person and there’s one thing that’ll help them calm down in just about every situation.
Five things to motivate yourself
Here’s a story and my insights from the ongoing work I do in Bangladesh. Seven years ago, I set up a training academy in Bangladesh with a Bangladeshi colleague. I’ve visited that country more than a dozen times and organized over 30 visits by other New Zealand-based trainers. We have worked
Why is it so hard to show empathy?
Julie complained that while she was good at being positive and showing empathy with difficult customers, she found it more challenging to do the same with her co-worker Susan who really got on her nerves. She had seen the following definition of empathy and while believing it to be true,
TUF de-escalation skills for staff health and safety
“We are getting more and more irate customers. Our staff don’t know how to deal with them.” Here at Thriving Under Fire we are getting more enquiries like this than ever before. For the past 20 years we have specialized in de-escalation training and managing emotions at work. Our pandemic
What hostage negotiators can teach you about getting on with others.
FBI hostage negotiator Chris Voss can teach us an enormous amount about getting on with others. His book Never Split the Difference comes from years of dealing with the most challenging hostage situations around the world. He says a hostage negotiator can’t afford to split the difference. Picture a hostage