Carla has just been promoted. Now she’s supervising a newly restructured customer service team. But it’s clear not everyone is happy with the changes that have been made. Carla’s new team is in conflict.
Carla needs to get her team back on track quickly. Here’s how we’d help Carla deal with this problem. You can use the same strategies to improve your team’s performance or rebuild your team after a period of significant change.
Have you ever worked in a team full of complaining or negative people? If you have, you know the impact negative language can have on team relationships. Great teams speak positively. Here are some tips on how to follow this example.
Every negotiation is different. A few simple tactics will improve your negotiating skills whatever the circumstances.
Do you find negotiation difficult? Believe it or not, you’re doing it every day. And you can learn the skills to make you better at it. Here are my key tips for getting great results from your negotiations.
Mina can feel her blood pressure rising. The customer on the end of the phone is getting angrier. Mina needs to make things right.
Here’s how we’d help Mina deal with this problem. You can use the same strategies when handling difficult phone calls from your own customers.
The nonverbal ways Mina shows she’s listening when face-to face – body language, nodding, eye contact –aren’t much use on the phone. Mina must use her voice as a verbal equivalent of these visual signals. Saying things like ‘OK’, ‘I understand’, or ‘uh-huh’ regularly will tell her customer that she’s listening.
Want to increase ‘followership’ in your team? Let people know you empathise with their needs and concerns.
Empathy is the ability to spot, understand and acknowledge someone else’s feelings. When you empathise with someone, you tune into their reality. Doing this helps you connect and build rapport – so people will listen to you.
Try these steps for showing empathy – even in response to irrational behaviour.
Some people just aren’t rational. Here are four ways to stay sane around them
Do you work with someone whose reasoning defies logic? Does your boss go off the deep end at the slightest thing? Is a client driving you to distraction with unreasonable demands? You can learn to deal with people who are driven by emotions rather than logic. Here are four things to keep in mind.