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

Convincing others and handling their objections

Posted by John Faisandier on Mar 23, 2014 7:25:31 PM

Here is a TUF tip when speaking to individuals or to a group of people in a meeting, especially about new projects that you are wanting to introduce.
When someone asks a question or puts up an objection, you will have more chance that they will listen to you if you acknowledge the feeling or concern that is most likely behind that question. Be aware of their emotion, even if they don’t express it fully.

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Topics: Emotion, Difficult Conversations, Difficult Internal Customers, Reactions, Relationships, Sales, Thriving Under Fire

When people repeat themselves – listen!

Posted by John Faisandier on Mar 23, 2014 7:14:54 PM

“Why is she telling me this again, I got it the first time?” Steve thought to himself as he suppressed his annoyance with Jan and wondered how he could finish the conversation quickly.
Steve didn’t realise that he was the one who was prolonging the conversation. He was sure he was listening to Jan. He made eye contact with her and gave her his full attention. He understood clearly what she was saying about the details of the new website and yet somehow she kept repeating herself. Perhaps she needed to go on a communication course.

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Topics: Emotion, Conversations, Difficult Conversations, Difficult Internal Customers, Feedback, feelings, Listening, Thriving Under Fire

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

Post-earthquake training

Posted by John Faisandier on Mar 23, 2014 6:28:28 PM

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

Thriving Under Fire - The Book

Posted by John Faisandier on Mar 20, 2014 5:12:01 PM

The Book

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Topics: Publishing, Difficult customers, Self-Care, 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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