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

Empathy stronger than gun law reform

Posted by John Faisandier on Mar 23, 2014 7:35:14 PM

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

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

Silence or Violence

Posted by John Faisandier on Mar 23, 2014 6:04:33 PM

A story in the Wellington Weekend paper told of a participant from the TV show New Zealand’s Next Top Model who spoke openly about other contestants. She became very unpopular with the other models because of the way she delivered her forthright opinions of them. (She was popular with the TV network because she provided the drama to make their programme interesting.)
She said she was only saying to people’s faces what everyone else was saying behind their backs.

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Topics: Crucial Conversations, Friends, TV, Difficult Conversations, Difficult People, Feedback, Role Models

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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