Thriving Under Fire Blog

Post-earthquake training

Posted by John Faisandier on Mar 24, 2014 11:28:28 AM

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.

They see increased levels of anger, irritation, frustrations, depression, and despair. They were keen to learn how to respond when people were feeling this way.

We focused on:
·          developing empathy
·          making their response to an angry or upset person effective in the first few words
·          recognising and naming what the other person is feeling, is very powerful

While the session was only two hours long, many of those attending grasped this point. It is only with practice they will make it their own.

Here’s what some participants said afterwards:

“Excellent, practical methods, ideas for everyday!”

“Great advice to help you recognise situations and to diffuse and solve issues to get a better outcome.”

“Very helpful. Was interesting to learn how to be more empathetic, and to listen before speaking.”

“A new way of dealing with people who are aggressive and may be very helpful in any line of work.”

We look forward to our next opportunity of working with people in Christchurch.

First posted by John Faisandier on 13th April, 2011

Topics: customer service, Emotion, Upset People, Difficult customers, Distress, Feedback, Natural Disaster, Reactions, Stress, 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. 

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