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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July 17th, 2019
Dialogue is interactive communication that builds shared meaning. Compared with discussion – where people present ideas with the idea of putting forward the strongest or most persuasive view – dialogue fosters a collaborative exchange of ideas aimed at mutual understanding. Rather than a competitive collision of opposites that fosters disagreement, frustration and confusion, it is […]Continue reading
July 15th, 2019
How often have you said to yourself “I have no choice”. Sometimes this little mantra can get us through a demanding phase, but when we start to believe it and make it part of our life it can make us unhappy.
Here’s an exercise in generating choice, because having choice and exercising it are two different things.Continue reading
July 15th, 2019
The Lunch and Learn (L’n’L) format allows attendees to receive short, focused training in a 60 minute slot, often during their lunch-hour. This approach is suitable for groups of 15 – 200, at any level of expertise. My L’n’L sessions use the same core material as that in my webinars, but with the added advantage of […]Continue reading