Thriving Under Fire Blog

John Faisandier

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November 2017 Public Workshop Wellington

Posted by John Faisandier on Oct 27, 2017 1:11:09 PM

The next public workshop will be held on

Thursdays November 2nd and 9th 2017

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Topics: Workshops

Three things you can do when someone asks for advice

Posted by John Faisandier on May 15, 2017 3:05:50 PM

(Reading time: 3 minutes)

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Topics: Drama Triangle, Emotional intelligence, Difficult Conversations, Emotional Intelligence, Emotions, EQ, Giving advice, Trust the other

Two keys for good relationships and customer service.

Posted by John Faisandier on Apr 12, 2017 4:11:04 PM

The two key things that make a successful long-term relationship and help in customer service.

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Topics: Emotional intelligence, Upset People, Difficult customers, Emotions, Relationships

Improve your Emotional Intelligence

Posted by John Faisandier on Oct 4, 2016 1:59:38 PM

Emotional Intelligence (EQ) a concept first coined by Daniel Goleman, can be learnt and improved.

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Topics: customer service, Emotional intelligence, Physical Reactions, Upset People, Difficult Conversations, Difficult customers, Emotions, Self-Care

Say 'NO' to zero tolerance in customer service

Posted by John Faisandier on Oct 4, 2016 1:56:27 PM

In a recent review of the TUF Online Training program the writer was pleased that I did not advocate zero tolerance: not letting customers swear or show any kind of aggression. Organisations with a zero tolerance policy towards customers tell people not to swear. If the customer persists in swearing they terminate the call or stop serving them and ask them to leave the premises.

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Topics: customer service, Upset People, Difficult customers, Emotions

You don't have to fight!

Posted by John Faisandier on Sep 13, 2016 11:32:53 AM

The biggest challenge in dealing with difficult situations is to first of all manage your own emotional reactions to them. It is easy to see the other person as difficult and to blame them for your uncomfortable feelings. Acknowledging and accepting your own feelings to yourself is an important first step to making a positive response to someone who you find challenging.

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Topics: Physical Reactions, Upset People, Difficult Conversations, Difficult customers, Emotions

Computers can't do customer service...

Posted by John Faisandier on Jun 22, 2015 2:04:24 PM
Computers just don't get it!
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Topics: customer service, Acknowledge Feelings, Emotion, Physical Reactions, Upset People, Difficult customers, Emotions, Listening

Turning towards, against or away

Posted by John Faisandier on Feb 11, 2015 1:53:14 PM

Three actions that help or hinder happy holidays.

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Topics: Physical Reactions, Upset People, Emotions

Valentine's Day 2013

Posted by John Faisandier on Mar 24, 2014 2:11:18 PM

Whatever you may think about Valentine’s Day there is a degree of excitement around. I heard people renewing their vows to their partners on the radio this morning. People give red roses, chocolates, special meals and many other signs of their love today.
Anything that get’s people to relate better to each other is good in my book. Building positive relationships needs to be worked at. Just as with a loving relationship you need to say and do things to let the other person know they are loved, respected and valued.

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Topics: customer service, Acknowledge Feelings, Emotion, Conversations, Difficult People, Emotions, Life Positions, Perspective, Relationships

Weak apologies are poor customer service

Posted by John Faisandier on Mar 24, 2014 1:31:52 PM

A story in the Dominion Post this morning (February 4, 2013) sparked my interest. It is fifty years since a young man, high on alcohol and tranquilizers shot two policemen in cold blood.
He served over 11 years in jail and another 10 years on probation and has since lived a productive life, it would appear. He is now 77 year old with children and grandchildren. I have no quibble about his punishment and am delighted that he has done well with his life.

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Topics: customer service, Crucial Conversations, Emotion, Conflict Resolution, Difficult Conversations, Grief, Relationships, Thriving Under Fire

Managing Emotions

Learn to deal with difficult customers, colleagues, family and friends

You probably didn't learn these skills at home, and I bet school wasn't much help either. You can develop the skills and understanding to manage the everyday emotional communication challenges through the regular postings on this blog. 

You can:

  • Access free tips to help you
  • Change the way you interact with people
  • Learn to stay calm and in control
  • Build more satisfying relationship
  • Be more relaxed in yourself
  • Enjoy your work more

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