Maggie, a team leader in a local government agency complained that she felt depressed. She was always thinking about their difficult customers and how bad things were in the world. This affected her ability to interact easily with her team Read more…
When dealing with problem behaviours you first want to listen empathetically to the other person then you want to share with them how this affects you. Thirdly you want to find a solution to these two competing examples. You have Read more…
When dealing with another person’s problem behaviours use empathetic listening to uncover what might be the underlying issues that cause their outburst. [Read the first step HERE] The next step is to work out how they can come up with Read more…
Sometimes you might think that an adult is acting like a child when they have an emotional meltdown. They have an outburst just like a child might. You may be tempted to become judgmental and tell them to grow up Read more…
We’re all familiar with that warm fuzzy feeling we get when we have a positive connection with someone – but what does it all mean? When a person feels that you notice and accept them, a number of feel good Read more…
First posted by John Faisandier on 27th June, 2011 Last week I was given a book to read called “The No Asshole Rule: Building a civilised workplace and surviving one that isn’t” by Robert Sutton. The author, a university professor Read more…
Three actions that help or hinder better relationships.
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The biggest challenge in dealing with difficult situations is to first of all manage your own emotional reactions to them. It is easy to see the other person as difficult and to blame them for your uncomfortable feelings. Acknowledging and accepting your own feelings to yourself is an important first step to making a positive response to someone who you find challenging.
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The two key things that make a successful long-term relationship and help in customer service.
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