Customer Service Under Duress

Customer Service Under Duress

Creating a culture that is conducive to dealing with difficult and demanding people To create a culture like this, your frontline and legal professionals must be able to deal with stressful situations with the confidence that they can manage emotionally…

Irrationally Yours

Irrationally Yours

In the real world, we can all be a little difficult and demanding at times when worried, stressed, or feeling defensive. We can fall victim to our strong reactions, difficult emotions and the subsequent irrational thinking that leads us to be…

The Tipping Point

The Tipping Point

I met Janni when she was at her lowest. She wanted to quit and run away from a job she loved, but that was set in an awful environment. Her health was impacted and she was miserable. Janni was 2IC…

Tactics that Trip You Up: Reading the Slouch

Tactics that Trip You Up: Reading the Slouch

There are some behaviours that can initially confuse or distract you from recognising a controlling person. Tactics that trip you up. One part of the solution is understanding it takes time to ‘read’ the clues that help you make sense of…

Impolite, Insolent and Improper – Don’t Ignore This!

Impolite, Insolent and Improper – Don’t Ignore This!

Ignoring workplace incivility is a costly risk to your business Wikipedia describes workplace incivility as “… low-intensity [aberrant] behaviour with ambiguous intent to harm the target. Uncivil behaviours are characteristically rude and discourteous, displaying a lack of regard for others”. You might…

Buddhist Perspectives on Depression

Buddhist Perspectives on Depression

Depression has been a part of the human condition for as long as history has been recorded. Known by various epithets such as melancholy and the black dog, recent advances in treatment – medication, alternative and therapeutic – have helped…

Private: Great Sex is all about Listening

Private: Great Sex is all about Listening

I want to talk to you about making love. Not sex but making love happen, in the small and important moments together, so that even when you’re having a difficult discussion or disagreement, you know how to make love happen…