communication

Difficult Customer Complaints

Sign warning that we will not tolerate physical or verbal abuse

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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The joys of being live online…and benefits for business

nancy virtual coffee

The joys of live online interaction are so great, that I’d like to share them with you. Tomorrow, I will enjoy a cup of coffee with a friend–who lives thousands of miles away. It’s not as good as being there in real life. (For a start, she makes great coffee and usually has some home-baked…

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Leaving the past behind and moving on

get back up

How much of today do we waste regretting yesterday? What is stopping us from leaving the past behind and moving on?  Why do we nurse our grudges and hang on to old injuries? Or are we not even aware that we are doing it? Here is a quiz to help you figure out where you…

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Making Difficult Conversations Easier

Making Difficult Conversations Easier Most people would prefer me to write about getting rid of the need for awkward discussions, rather than about making difficult conversations easier.  This is no more possible than waving a magic wand and get rid of all the ice and snow in winter. However, just as we can lessen the…

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The Christmas Cake Story

I have always loved Christmas, so decided to write about Christmas traditions in our household. But I used to get so stressed about it until one year I was too ill to bother–and you know what? We had a lovely Christmas without all the fuss! So we do the stuff we enjoy and that brightens…

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Personality Clash: Sandpaper People

Sandpaper People

Have you ever had a personality clash with someone? When just the sight of them starts you prickling? What can you do if it is someone you have to interact with? This might be at work, or socially because they are relatives or friends. A personality clash can really disrupt your life and impact on…

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Guest Post: Fighting with Your Partner? Better Sleep Can Help

In my blog about boosting resilience, I mentioned sleep as a key factor. Here is a guest post from sleep expert Sarah Johnson of Tuck about how sleep helps reduce conflict. Relationships are full of ups and downs. Arguments are a normal and healthy part of life. However, if fighting has become the most common form…

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Why can’t they see the truth?

same truth, different angles

When we argue, our truth seems so obvious. We ask ourselves “Why can’t they see the truth?” Or we accuse them of lying. This makes us even more determined to prove that we are right. We appeal to friends, colleagues, strangers to agree with us and help us prove the other person wrong. Research and…

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Neighbour Problems: How to avoid them

A5 Get Your Story StraightNeighbour problems steal your sanity. They turn mild-mannered people into raging tigers.  Too often, minor issues become major ones and the problem escalates.  So how can we avoid getting caught up in disputes with our neighbours? What are the most common issues that cause neighbour problems? What can we do if problems…

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Won’t Pay or Can’t Pay?

People who won’t pay cause small business owners more hassle than any other issue. Years ago, my husband and I owned a quick print business. I hadn’t realised how much chasing payment impacted my life until I overheard my daughter (6) and a friend playing shops: “Now we’ll just close the shop and then I will…

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