Thriving Under Fire Blog

Tuesday TUF Tips | Good Listeners Don't Get Sucked In

Posted by John Faisandier on May 15, 2018 10:48:54 AM

Setting boundaries is a real challenge if you want to build strong relationships with colleagues, especially if you are a manager. 

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | Monkeys on Your Back – A Trap for Caring Listeners

Posted by John Faisandier on May 8, 2018 7:21:00 AM

How many monkeys are on your back?

A listener can be tempted to take on the problems of those they listen to. They can end up carrying everyone’s problems without realising what they have done.

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | Listen - Don't Rescue

Posted by John Faisandier on May 2, 2018 8:50:25 AM

I was doing a big ‘download’ recently with a friend. I seemed to have a jumble of problems that I needed to name out loud. At first he offered a suggestion to each thing I said: “Have you tried this…” or “It could help if you …”

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | The Power of Listening

Posted by John Faisandier on Apr 24, 2018 4:55:28 PM

Listening can be the hardest part of a being a great manager or colleague.

There is always a lot going on in the other person’s life that they are trying to understand, make sense of and cope with.

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | Step out of the Blame Game

Posted by John Faisandier on Apr 18, 2018 3:16:39 PM

 Marilyn the manager was exasperated.

“If we can’t blame people for screwing things up how are we ever going to hold people accountable? The place will descend into chaos” she moaned.

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | Who's to Blame?

Posted by John Faisandier on Apr 3, 2018 3:46:15 PM

 

Why blame is such a silly thing to do!

In a sales training workshop I was running a participant argued that if he made a mistake with an order it was his fault, and his fault alone. I had been teaching systems thinking and how blame was not helpful for business.
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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Tuesday TUF Tips | Blame... Don't Do it!

Posted by John Faisandier on Mar 28, 2018 10:28:56 AM

Whose fault is it!!? Who’s to blame!!?

Heads should roll!!!!

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Topics: Emotional intelligence, Physical Reactions, Conflict Resolution, Listening, staying calm

Computers can't do customer service...

Posted by John Faisandier on Jun 22, 2015 2:04:24 PM
Computers just don't get it!
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Topics: customer service, Acknowledge Feelings, Emotion, Physical Reactions, Upset People, Difficult customers, Emotions, Listening

Bad customer service stories

Posted by John Faisandier on Mar 24, 2014 1:16:28 PM

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

Hearing the unspoken request

Posted by John Faisandier on Mar 24, 2014 1:04:45 PM

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

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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