Thriving Under Fire Blog

Weak apologies are poor customer service

Posted by John Faisandier on Mar 23, 2014 8:31:52 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

Workplace Communication: Simple or Complex?

Posted by John Faisandier on Mar 23, 2014 7:21:28 PM

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

They are people, not assholes

Posted by John Faisandier on Mar 23, 2014 6:42:32 PM

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

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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