52 Types of Difficult People – some clips from a presentation
I delivered a presentation on How to Deal with Difficult People. The presentation began with ...
Tough Conversations: Deal with one concern, issue or problem at a time
This is a continuation of the series of blogs called: Guiding Principles for Mastering Tough ...
Two things about failure we should accept
The other day, someone told me they don’t use the word ‘failure’ in their house. ...
Deal with Difficult People / strategies for dealing with difficult people
How to tell someone their behaviour is unacceptable: the FEWER script
Being Diplomatically Assertive is the key Sometimes we need to tell someone their behaviour wasn’t ...
How to Master Tough Conversations. The Golden Rule: Only Use Facts. (It’s harder than you think.)
First, the video (It has captions so you can watch it without disturbing others.) ...
52 Types of Difficult People / Deal with Difficult People
The Complainer: one of the 52 types of difficult people.
#41: The Complainer We’ve all complained about something, right? Have you ever said to someone ...
Best Practice Behaviour / Brilliant Customer Service
The six essential ingredients for delivering a brilliant customer experience. Have you got them covered?
I’m on holidays I couldn’t be happier. I’m on holidays and sitting in one of ...
52 Types of Difficult People / Deal with Difficult People
The Patronizer: one of the 52 types of difficult people.
#37: The Patronizer: a devil in disguise. The Patronizer is condescending. How’s your little job ...
52 Types of Difficult People / Deal with Difficult People
Violent: one of the 52 types of difficult people.
#52: The Violent type. He caught everyone by surprise He marched in, fired off a ...
Best Practice Behaviour / Work together in harmony
Five ways to give people some acknowledgement and recognition
Giving acknowledgement is more than just a nice thing to do. Giving people some acknowledgement ...