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...
The Tipping Point

The Tipping Point

I met Janni when she was at her lowest. She wanted to quit and run away from a job she loved, but that was set in an awful environment. Her health was impacted and she was miserable. Janni was 2IC in a large Early Childhood Centre. She felt that going to work each day...
What’s Your Leadership Pain Tolerance?

What’s Your Leadership Pain Tolerance?

Jules is a late-30s Senior Manager working on a significant national project, amidst the usual amount of corporate change. The latest restructure process has consolidated a destructive management configuration. One that unfortunately seems to be on the rise. Jules feeling like she’s juggling spinning chainsaws. If there’s to be blood spilt, she’s fearful it will be hers.

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