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Irritation Anger – 1 – Unhappy Clients

This short training module used to be called “Angry Clients”, until I realised that the techniques for dealing with full-blown, banging-fists-on-the-table fury are also valuable in less dramatic circumstances. And in some ways it is more important to know how to deal...

Listening – 2 – What NOT to do when listening

There are a few things that we absolutely must not do when listening … though we all do them just the same. They include … – Thinking about my next question This is a common mistake. By letting my mind wander to my next question, I not only risk missing...

Listening – 3 – Empathetic Listening

It’s quite rare to meet people that are good at empathy. At least, now that I have finally came to understand what it really is, I am very impressed whenever I come across someone who has a talent for it. For example, a friend of mine – Sara – is a nurse, and she once...

Listening – 1 – What do you really DO when listening

What do you do when you are actively listening to a client? Think about this for a moment. And notice that I have emphasised the word DO. Do you wiggle your nose, tap your feet, draw on your sleeve, think about last night’s match … what is it? Pause the video and...