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.
John Faisandier
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Topics: customer service, Crucial Conversations, Emotion, Conflict Resolution, Difficult Conversations, Grief, Relationships, Thriving Under Fire
The supplement in last weekend’s Dom Post in Wellington (Saturday 26 January 2013) had a feature about the terrible customers that turn up in hospitality settings and the often equally nasty things some workers do to get back at them. It was a story full of horror and negativity.
People who work in customer service, especially in hospitality can get jaded. Customers can be very difficult especially if they are affected by alcohol in bars and restaurants or highly anxious such as when travelling.
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Topics: customer service, Attitude, Emotion, Debriefing, Difficult customers, Listening, Reactions, Self-Care
Another missed moment at the luxury resort which said they were ‘all about YOU”
The housekeeping staff were very friendly and pleasant of course. When my wife mentioned to the cleaner that there were bits of white fluff on the carpet from something we had dropped she replied "Don't worry, I'll give it a good vacuum when you go".
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Topics: customer service, Emotion, Upset People, Listening
It's all about YOU - the customer, Yeah Right!
Posted by
John Faisandier on Mar 24, 2014 12:39:45 PM
I recently stayed at a luxury resort as a birthday gift from my family. It was a lovely place and we had a relaxing time except for one thing that I was struck by.
Their by-line was "We're all about YOU". Great I thought, I will be looked after here.
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Topics: customer service, Acknowledge Feelings, Emotion, Upset People, Listening, Reactions
Adam Lanza the gunman who caused such carnage in Newtown Connecticut was a loner. It was difficult for people to show him empathy and difficult for him to receive it. But that is what he needed most from the ordinary people around him.
While changing the gun laws will restrict access to these lethal weapons and may reduce the number of incidents of shootings in America, changing the way we show empathy is a more sustainable way to change the hearts and minds of others and make the world a safe and peaceful place.
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Topics: customer service, Crucial Conversations, Emotion, High School Shootings, Physical Reactions, sensitivity, Difficult People, Empathy, Listening, Relationships
Convincing others and handling their objections
Posted by
John Faisandier on Mar 24, 2014 12:25:31 PM
Here is a TUF tip when speaking to individuals or to a group of people in a meeting, especially about new projects that you are wanting to introduce.
When someone asks a question or puts up an objection, you will have more chance that they will listen to you if you acknowledge the feeling or concern that is most likely behind that question. Be aware of their emotion, even if they don’t express it fully.
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Topics: Emotion, Difficult Conversations, Difficult Internal Customers, Reactions, Relationships, Sales, Thriving Under Fire
A controversy in the news today concerns the publicist for the ACT Party, John Ansell, who sacked himself because the party wouldn’t use some of his copy in their advertisements. Leader Don Brash said he was tempted by some of the statements John Ansell used, but in the end toned them down. John Ansell claimed the whole party are cowards because they won’t speak ‘the truth’ about what is going on.
Without getting into the details of the controversy, here are two things we can learn about workplace communication and community dialogue from this incident.
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Topics: Crucial Conversations, Emotion, Conflict Resolution, Difficult Conversations, Don Brash, Feedback, John Ansell, Listening, Perspective, Relationships, Role Models
“Why is she telling me this again, I got it the first time?” Steve thought to himself as he suppressed his annoyance with Jan and wondered how he could finish the conversation quickly.
Steve didn’t realise that he was the one who was prolonging the conversation. He was sure he was listening to Jan. He made eye contact with her and gave her his full attention. He understood clearly what she was saying about the details of the new website and yet somehow she kept repeating herself. Perhaps she needed to go on a communication course.
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Topics: Emotion, Conversations, Difficult Conversations, Difficult Internal Customers, Feedback, feelings, Listening, Thriving Under Fire
Last week I was given a book to read called “The No Asshole Rule:
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Topics: Crucial Conversations, Assholes, Conflict Resolution, Depersonalizing, Difficult Conversations, Difficult customers, Difficult Internal Customers, Thriving Under Fire
I have just returned from Christchurch where I presented a free seminar for businesses and organisations on dealing with angry people in post earthquake Christchurch.
Participants from many sectors recognised the same stresses in their staff and customers.
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Topics: customer service, Emotion, Upset People, Difficult customers, Distress, Feedback, Natural Disaster, Reactions, Stress, Thriving Under Fire