Often conflict isn’t the problem — it’s how we meet it. And nothing reveals this more clearly than the moment mediation is offered. Recently, in a workplace setting, two colleagues were invited to consider mediation after a long-standing tension. One did a complete 180 — suddenly conciliatory, eager to move…
Read More
Whilst delivering a Confident Communication workshop recently one of the delegates said, “I’d rather send ten emails than make one phone call.” Not only was this a shame as they worked in a customer service role but it also reminded me that something I find easy and have never questioned…
Read More
In the world of customer service, challenging situations are inevitable. However, these interactions don’t have to be negative experiences. With the right approach, they can become opportunities to strengthen relationships,build loyalty, and demonstrate your commitment to going a great job. Understanding the Root Causes Before addressing a difficult customer, it’s…
Read More
Are you busy planning return to work strategies and just when you think you’ve covered all bases another little gremlin raises it’s head above the parapet? We know precisely what you mean. We’re currently spending a lot of time talking to business owners and managers who are working hard to…
Read More
One thing I have learned is that when it comes to mental health there is no one size fits all. I’ve got used to admitting that I have experienced mental ill health in my life and increasingly I am able to say that the responses I receive are more likely…
Read More
