This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.
The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
When the other person's behaviour is challenging, you need to respond effectively. This video shows you the options you have, and why some will serve you and the conversation better than others.
This video addresses how aligned any staff member is with their organisation's practice and values - and what either can do about it if that happens....