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If you work in a frontline job, dealing with the public can be tricky. Phrases like “The customer is always right”, and “The customer is king” colour beliefs about how we should treat people. They may be sound advice to help remind staff to stay focused on customer satisfaction, but this doesn’t mean that service users should be allowed to get away with hostile or aggressive beahviour.

 

Latest from the blog

Stop trying and start doing

Do you ever catch yourself prefacing your good intentions with “I’ll try…”?

We all have lists of things we haven’t got round to doing anything about yet. It doesn’t matter how important these are or how serious you are, if you are not making anything happen they mean nothing.

If you are really serious about making things happen for yourself this post tells you one really vital thing you must do.

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Walking on eggshells, how to discuss sensitive issues

Difficult conversations

Most of us are careful about how we tackle sensitive issues with colleagues and family members. This article provides some pointers on how to go about raising a subject you have been avoiding, to help tackle delicate matters in a productive, fair and balanced way, and to be sure of getting the results you need. Getting the other person’s attention, striking the right note and ensuring that something changes is the challenge.

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More Is Not Necessarily Better

Is choice good for us?
When I was a kid crisps (chips if you are outside the UK), came in one variety, ready-salted. Now we have thirty-six varieties and counting.

Having many options is not necessarily better for us, in fact it can distract and limit us. Some say that limiting choice could actually make our lives better.

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How to be more Resilient

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Understand the steps to resilience and you can develop the ability to cope with problems and setbacks with less stress and more confidence.
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