Thriving Under Fire Blog

Russell Crow kicked out of pub

Posted by John Faisandier on Mar 21, 2014 11:53:59 AM

A little snippet in the paper yesterday said Russell Crow had been excluded from a pub somewhere in England because he caused too much trouble. Russell caused difficulties once before when he threw a phone at the concierge in a New York hotel. At the time he said this is how we settle things where I come from (NZ). He has to have been misquoted, surely!

What can you do when people like Russell Crow nut-off and get upset. Sometimes there's not a lot you can do but hold your own dignity. It is worth acknowledging that you see they are upset. It can be helpful to apologise that they have been put out, or the service hasn't met their expectation. This is not accepting blame for what has happened. It is letting them know they are not alone with their feelings and distress.

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Topics: Angry, I'm OK You're OK, Physical Reactions, Difficult customers, Russell Crow

Becoming OK Part 2

Posted by John Faisandier on Mar 20, 2014 12:37:59 PM

The process of changing our life position begins in earnest during adolescence when we develop competence and confidence in many things. With loving support and encouragement of mentors and peers, we gradually develop a sense of ‘OKness’.   We need to be able to admit that at times we feel ‘not OK’. We need to be able to live with that discomfort and trust we can also change.

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Topics: Blog, I'm OK You're OK, Life Positions, Self-Care

Becoming OK

Posted by John Faisandier on Mar 20, 2014 12:34:45 PM

I’m OK, You’re OK.  These life positions are chosen by a child when they are between two and three years old. The most common position chosen is “I’m not OK, You’re OK”.    That is “I am little, I can’t do a lot of things, I can’t express myself clearly, I am clumsy and need lots of help from you, my parents and caregivers.  “You, on the other hand, always help me. You clean me up, you can reach things, you feed me, you give me cuddles and you love me. You are OK.”  This is the position a person lives with until they consciously change it.   Many people don’t like the discomfort of this position and unconsciously try to overcome that by ‘acting as if’ they are OK. No matter how hard they try to do things well and be OK deep down they feel ‘not OK’.   This life position becomes a problem when there is a conflict, such as when a customer is upset. If the customer takes the superior position they will act as if ‘they are OK’. They might rant and rave. They may complain loudly. The person on the receiving end will act according to their life script and act as if ‘I’m not OK’. More next time on what we can do about it.

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Topics: Blog, I'm OK You're OK, Life Positions, Self-Care

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:

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