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Dealing with Negativity and Resistance

By Nancy Radford | March 2, 2020

Negativity is natural. In all our lives there are the “mood-hoovers”, the “heart-sinkers” and the “dark clouds”. Those people who seem to be full of woe and keen to “rain on your parade. Dealing with Dementors JK Rowling describes an extreme version of this in her stories of the wizarding world. Get too near a…

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Conversations not confrontations

Conversations not Confrontations

By Nancy Radford | February 25, 2020

Conversations not Confrontations was designed in response to a request from an organisation after a mediation. The employees involved found the way the organisation had managed their differences had exacerbated the issues. They asked me to tell management that the “conversations not confrontations” approach of mediation was much better. I talked with the CEO and…

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Conflict Coaching

By Nancy Radford | January 31, 2020

Conflict coaching helps you to be your best self in conflict and stressful situations. Most people react to stress instinctively or in ingrained patterns learned from their childhood. Are you happy with the way you respond to conflict? Does it give you the results you want? Sometimes, learned responses work in one situation but not…

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Conflict Management Training & Workshops

By Nancy Radford | January 24, 2020

Conflict Management training?!? Is it really necessary? It is essential. Why is Conflict Management Training Important? Conflict and disagreements are inevitable. The normal response is to fight, flight or freeze. Although useful if facing a sabre tooth tiger, this evolutionary instinct is not helpful in modern-day life. When we choose fighting, running away or ignoring…

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anticipation early resolution

Early Resolution: Conflict First Aid

By Nancy Radford | January 24, 2020

Early resolution of disputes, disagreements and performance issues saves time, trouble and money.  There are many issues that people tolerate, hoping they will get better: a demanding boss, irritating colleague, battling boards, disagreeing directors or silent obstruction. Delaying a decision is making a decision to ignore the issue at least temporarily (More on this topic). …

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Small Business Disputes

By Nancy Radford | January 17, 2020

Small business disputes have a huge impact. In any organisation, disagreements and personality clashes cause problems. In her article on the cost of conflict, Andra Picincu lists 4 major issues: decreased productivity, loss of revenue, low morale and poor communication.  Other negative effects are increased absenteeism, staff resignation and mental health issues. However, when conflict…

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customer disputes

Customer Disputes

By Nancy Radford | January 17, 2020

Customer disputes can cause havoc. For small businesses, one upset customer doesn’t just ruin your day, it could ruin your life if you don’t handle it carefully. Arguments over unmet expectations, unpaid bills or product quality add to the strain of managing a small business. Benefits of Mediation for Customer Disputes Customer disputes that end…

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procrastination?

Procrastination & Conflict: Don’t Delay Decisions

By Nancy Radford | January 7, 2020

Ironically, my post on procrastination is actually a month late. I blame the flu… I’ve learned the hard way that dealing with things when they show up instead of when they blow up saves untold hassle. Sometimes we don’t decide based on optimism–things will get better. At other times, we delay deciding due to fear…

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When You Don’t have Control

By Nancy Radford | September 28, 2019

When we don’t have control, most of us feel unsettled, angry and strive to get control. Whether it is a naughty child, an illness, financial problems or relationship issues, we all strive to be in control, to fix the situation. Yet our striving for control and solutions can make the situation worse instead of better.…

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Sign warning that we will not tolerate physical or verbal abuse

Difficult Customer Complaints

By Nancy Radford | August 8, 2019

What are difficult customer complaints? All complaints hurt, especially when you care deeply about your business or organisation. The more you care, the more painful it is. When we are hurt, the natural reaction is to either hit back or run away. Both will make things worse in the long run. And when customers’ behaviour…

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