Conflict
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.
Conflict
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 Read more…
Conflict
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 Read more…
Conflict
Can workplace anger be productive
As a kid, I got mixed messages about anger. My parents were frequently angry. When they were angry, they would hit me or one of my eight siblings. It’s understandable they were mightily frustrated. Anger and aggression were very closely linked for me. I learned in church that anger was Read more…
Conflict
Why should I just shut up?
In 2009 a friend of mine, 18-year-old Eva Maria published a book titled “You Shut Up!” hoping to improve communication between adults and teens. “Adults need to shut up and listen to what young people are saying”, she said. Ten years later the generation gap between millennials, Gen Xers and Read more…
Conflict
What triggers a person to get upset?
What triggers a person to get upset? This is a question I was recently asked by a podcast host from the United States. My short answer at the time was “it doesn’t matter what the triggers are. What you need to do when someone is upset is to acknowledge their Read more…
Conflict
People are people, not assholes.
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 from Stanford, has used this attention-grabbing title to sell over Read more…
Conflict
Turning towards, against or away
Three actions that help or hinder better relationships.
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Conflict
You don't have to fight!
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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Conflict
Two keys for good relationships and customer service.
The two key things that make a successful long-term relationship and help in customer service.
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