“Behold the hands, how they promise, conjure, appeal, menace, pray, supplicate, refuse, beckon, interrogate, admire, confess, cringe, instruct, command, mock and what not besides, with a variation and multiplication of variation which makes the tongue envious.” Michel de Montaigne (1533 …
“I’m a Firestarter…twisted Firestarter (whoooooooo!) HEY! HEY! HEY!” Firestarters. It’s the name I give to those gestures, sounds and phrases that can turn a perfectly reasonable customer conversation into a raging torrent of accusations, or a slamming down of the …
Whether the weather be fine Or whether the weather be not Whether the weather be cold Or whether the weather be hot We’ll weather the weather, whatever the weather, Whether we like it or not! This catchy little poem …
One of the subjects I am most often asked to train out is how to handle difficult people – particularly customers who are angry or upset. There are lots of ways our customers can make themselves a challenge, and sometimes …
Last weekend was all about Doctor Who. Hard to believe it’s been going 50 years – and don’t those early episodes look OLD! How times have changed and how technology has moved on since those scratchy black and white days. …
If you were to ask most customers what they’re looking for in a transaction, they will probably tell you they want the right product or service, at the right price, delivered at the right time and to the right quality. …
There’s a truly profound Chinese proverb that is often quoted by trainers, and it goes like this: “I hear and I forget. I see and I remember, I do and I understand.” It’s the powerful principle behind pretty much every …
There are, it is said, three types of training course participant: Holidaymakers Prisoners Learners Holidaymakers are those who put themselves on a course – usually an in-house one – because they see it as an easy day’s work and …
Rebecca and fellow coach Pavlenka Small of Suffolk-based Smallsteps Coaching (www.smallstepscoaching.co.uk) are delighted to be co-delivering a one-day workshop to members of the Colchester Executive Job Club (CEJC) tomorrow, 17 July. The workshop will explore key areas for those undergoing …
Think about that for a moment. This, a coaching colleague tells me, is the actual advertising slogan used by her local bakery, deep in darkest Nottinghamshire. I have looked at their website and it all looks just delectable – …