We have all attended a seminar or workshop where the trainer has said “turn to the person next to you and tell them 3 things you like about yourself and 3 things that you do not like about yourself”. Or “as a group lets line up in order of distance that we have travelled today to get to this workshop …
Dealing With Difficult Customers – Know Your Triggers For Unexpected Difficult Conversations By Violet Dhu
Dealing with difficult customers is one of the common types of difficult conversations that you need to be prepared for. And one of the most challenging aspects of dealing with difficult customers is managing our own emotions. When we lose our self-control, when we get angry or fly off the handle, we are usually reacting to specific things that the …
Is Your Open Plan Office Really Working? – By Violet Dhu
Many organisations are considering shifting to an open plan office, if they haven’t already. There are many reasons behind this trend. They include to cut down the costs of office space, to improve employee productivity, to increase collaboration and innovation, and to improve communication. I read an interesting article by Leonid Bershidsky in the Western Australian on 6th July. The …
How To Be A More Courageous Leader by Peter Dhu
We have all heard of situational leadership, authentic leadership, emotional leadership, and influential leadership. A less commonly used leadership term, but equally important, is that of courageous leadership. Courageous leadership is the area that I specialise in and fortunately courage is a trait that can be taught to all leaders. I help leaders overcome fear and be more courageous in …
Everyone Has Their Own Perspective – By Violet Dhu
It’s not about being right. It’s about accepting that everyone has their own perspective. Here’s a policy that we saw in a local restaurant while in downtown New York. So the old paradigm, “The Customer Is Always Right” has been discarded. Isn’t it ironic that something – such as our differences – that usually causes disputes and arguments could …
When Dealing With Difficult Customers, Safety Comes First – By Violet Dhu
We have all heard the saying that “the customer is always right”. While this may be a general rule in customer service, there is one rule that always overrides it. “Your safety comes first.” Always remember this when you are having difficult conversations or dealing with difficult or angry clients. The bottom line is your safety matters and comes first. …