Below you'll find a list of all posts that have been categorized as “Difficult Conversations”
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 …
Standing up and speaking before an audience is a scary thing. Many people ask me how can I control my nerves. How can I be more confident when I am public speaking, and how to appear more confident when feeling nervous? Other people want to improve their public speaking style by presenting without notes, or by standing away from the lectern or by …
All of us at some stage will face those difficult conversations, those pointy ended discussions that we would rather avoid than have to deal with. And in these conversations, it is so easy to blame others and not take ownership for our own contribution when dealing with these difficult situations or with people we find challenging. Every difficult conversation, difficult …
I am really passionate about helping organizations and individuals with effective communication. In the current era of low employee engagement and low trust, effective communication and interpersonal skills in the workplace are essential for both the company and for the individual. However, far too often, passive aggressive behaviour gets in the way of effective communication. I like to teach people …
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 …
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. …
