Do you have to handle difficult behaviour from customers? How does that align with what Mahatma Ghandi said, “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is… Read more
Dealing With Aggressive Behaviour
All behaviour is a form of communication Any form of aggression can be disturbing but it is normally the case that the aggression is not aimed at you personally but you are the one there. When someone is acting aggressively, normally it is because they have lost control – over themselves or the situation –… Read more
Giving Criticism Assertively
Assertiveness training – GIVING CRITICISM ASSERTIVELY GIVING CRITICISM BADLY INCREASES THE CHANCE of POOR PERFORMANCE CONTINUING Giving criticism about unsatisfactory aspects of performance can be one of the most difficult tasks you have to face. It can be difficult because many people equate performance of the job with their competence as a person. When done badly… Read more
Self Preservation or Cherishing others?
Self Preservation or Cherishing others? There are many models of how assertiveness works. Until I began To grapple with the concept of win:win , I always found myself in something of a moral dilemma in balancing the concepts of assertion with the notion of caring for others. Indeed, often the common image of assertion is… Read more