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.
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Topics: customer service, Emotion, Upset People, Difficult customers, Distress, Feedback, Natural Disaster, Reactions, Stress, Thriving Under Fire
When I rang my friend in Christchurch the other night, his 13 year old son answered the phone. “You must have got quite a shake up by the earthquake” I said. “Nah, not really, it was nothing”, he shot back offhandedly. I was taken aback but didn't pursue the conversation at the time.
Later his father told me that he had stopped his son making inappropriate jokes about the earthquake. At that point I saw clearly how this was the boy’s way of dealing with the scary shake.
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Topics: Emotion, Emotions, Grief, Listening, Natural Disaster, Reactions, Stress