Customer Service Under Duress

Customer Service Under Duress

If you want to create a culture that is conducive to dealing with difficult and demanding people, your frontline and legal professionals must be able to deal with stressful situations with the confidence that they can manage emotionally charged and challenging...
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 pushy, impatient, or...

The Tip of The Iceberg

One month ago Anthony was excited about his promotion to Head of Business Development, after five years of hard work as Senior Engineer in a management role. It was a big opportunity, significant pay rise and recognition for his hard work and commitment to the...
7 Simple Steps to Living with Purpose

7 Simple Steps to Living with Purpose

What’s your definition of a purposeful life? For me, it’s being able to live my life without the inner conflict that stops me from sharing my personal and professional strengths. It’s the confidence to shine, have some spark and stand up for what’s important. Ending...
Confidence Tips that May Surprise You!

Confidence Tips that May Surprise You!

Contrary to popular belief – Confidence is not an emotion. Confidence is a skill. Like any skill, it takes time and practice to improve…. BUT some people are working on the wrong set of skills. Let’s define it clearly. Confidence is the skill of predicting, with...
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