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The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
An amazing activity to test belief and perception. You'll need an uncooked raw potato, and some straws.
... and why allowing yourself to be swept along the urgent conveyor belt might not end so well.
How can we consistently make a positive impression on others? This video shows you how...
A short video explaining and demonstrating metaprogrammes...
The difference between these two mental states, in a short face to camera video.
A short video offering a simple technique for saying no in a positive and helpful fashion...
Most conversations become challenging due to three key factors. This video offers explanations of what they are, and how to manage them effectively
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.
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.
The triangle identifies and links three key factors that together make the most impact on customer satisfaction: service, support and staff...
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