Starting a Sensitive Discussion–Some Hints

No one likes to be the one starting a sensitive discussion. We’ve all been there..everyone thinks someone should say something, anybody could, but no one does….and then it all goes wrong. That’s why these situations are described as “the elephant in the room” –it’s too big to talk about and if no one says anything,…

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Problem Customers

cat hiding from problem customer?

Do some people make your heart sink? How much time do you spend finding reasons not to call them? How hard have you tried to make it work? Are there some people that you spend lots of time and effort for little return? At business networking events or on-line forums, people moan about their problem customers and ask…

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Listening–it’s magic

Want to win clients, gain influence and find friends? Stop talking and start listening… There is so much noise out there, so many people shouting about how great they are–and what do people really want? They want to be heard, they want someone to listen. If you are listening, really listening, you are working magic.…

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Giving Bad News in a Good Way

We all like to be liked and thought of as kind people, so resist giving bad news or negative feedback. We tend to put it off, sugar coat it or do the infamous “feedback sandwich.” (Adam Grant on why the feedback sandwich doesn’t work) Most of these tactics actually make it worse. So we avoid talking…

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Walking on Eggshells?

walking on eggshells

Some of us spend our lives worrying about what others think, some of us couldn’t care. Most of us are somewhere in the middle. We care about what the important people in our lives think about us. Sometimes, suddenly, whatever we say seems to be the wrong thing. We feel like we are walking on eggshells, frightened of breaking our…

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Resilience: Finding the Silver Lining

clouds silver lining

Every so often I spend a day in prison. Not because I’ve been convicted, I deliver a workshop to pre-release prisoners. Going through the security and talking to the people about their daily lives makes me realise how much we take for granted. The workshop covers controlling our emotions, building resilience and achieving goals. First,…

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Negative Feedback Holding You Back? 3 Tips to Move On

Had some negative feedback and feeling crushed? It happens to all of us, and learning to deal with it in a constructive way will make us more successful. Some would say “ignore it, don’t listen to negative thoughts or negative people.”  They paraphrase Churchill and say “never, never, never, never give up”. Is this really…

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Empty Jug Syndrome: Burnout

Empty Jug Burnout

  Fred had the beginning of burnout: exhausted, ill and demotivated.  “I’ve worked so hard for so long. I know it’s for a good cause, but I just can’t give any more. I’ve gone beyond stress. I just feel empty.” Fred had been dumped in at the deep end 2 years earlier. He single-handedly turned a…

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Don’t Lose Today–Be Present

At the end of the day, do you suddenly wonder where the day has gone? Or on your birthday, think what happened to last year? Don’t lose today or worse still, a year–be present now. Great leaders are those who learn from the past, plan for the future and live in the present. Effective people…

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How to complain effectively and nicely

Knowing how to complain effectively and nicely is hugely powerful. Many people think their only choice when they have a grievance is to either “make a scene” or bite their tongue. But this is not good for you or the person/company you feel has wronged you. If you learn how to complain effectively without damaging relationships,…

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