Justice and Judgement
Do we want justice or judgement? Most people want justice–at least for themselves. Human beings are continually judging situations, themselves and others. Often we confuse the two. Children have a strong sense of justice. When someone does something wrong, they insist on punishment or recompense. Deep inside, we all tend to agree, even if we…Read More
Small Business Disputes
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…Read More
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…Read More
Difficult Customer Complaints
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…Read More
Unfairness: What to Do?
Unfairness creates negative emotions and is a common cause of unhappiness and conflict. Think about how you feel when someone queue jumps or takes a double helping of your favourite food and leaves none for you or someone gets the job you feel you deserve. Reactions to Unfairness “Hard-wired” in the Brain Researcher Renee Baillargeon…Read More
Manage annoyances well & avoid major problems
I’ve written before about how random acts of kindness can make a huge difference to others and boost your own happiness. In this blog, I’ll write about how little things can cause big problems. Like a dropped match that lights a wildfire, small irritations, if not addressed, can flare into major confrontations. Manage annoyances well…Read More
Why can’t they see the truth?
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…Read More
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…Read More
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…Read More
Should conflict be avoided? Is no conflict healthy?
Walking around Stirling in Scotland, I saw the sign below on a building which many years ago housed a home for abandoned boys. It reminded me of all the families, couples and firms that live by the no quarrelling rule, extending it to cover any passionate disagreements. But is no conflict healthy? Or is it…Read More