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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.

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Time to Blame Your Inner Critic?

Self-criticism

Be careful who you listen to.

Self-blame is an ugly habit that can wear you down. When an inner critic gets out of hand its time to call it out, just as you would with any voice raised against you.

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Had An Argument? Do It Right.

Arguments are generally seen as destructive, though some people say the they ‘clear the air’.

Whatever your view, disputes are unavoidable so learning to argue effectively can mean a lot of heartache can be avoided.

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Conflict: Agenda for Managers

Conflict at work

When a dispute between employees becomes visible it usually falls to a manager to intervene but few are confident in doing this so they’ll often ignore the conflict in the hope that it’ll go away, downplay the seriousness of the disagreement, or approach it ineffectively.
Research by OPP charts the costs and benefits of conflict, and a guide from CIPD identifies the behaviours that will help managers recognise and proactively manage disputes at work.

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