Dealing with irrational customers on the phone
Mina can feel her blood pressure rising. The customer on the end of the phone …
5 steps to becoming a creative thinker
Creative thinkers use their minds fluently. This means they generate large numbers of ideas. You …
Leading with empathy
Want to increase ‘followership’ in your team? Let people know you empathise with their needs …
Handling irrational people
Some people just aren’t rational. Here are four ways to stay sane around them Do …
Case study: How to push back on difficult demands
Dean’s boss is driving him up the wall. Although Dean’s workload is already massive, Cass …
Case study: How to handle gossip
Although Elaine likes her new job, her coworkers tend to gossip. Elaine frequently feels uncomfortable, …
Case study: Learning without reading
A team of agricultural workers is in conflict. They need to learn how to manage …
Case study: Overcoming stage fright
A team of volunteers is presenting training on parenting skills. The scripts they have been …
Case study: Facing violent customers
Library staff are feeling unsafe following an assault on a colleague at the exit door. …
Case study: Burning out
A team of youth workers is burning out. Constant organisational change and the demands of …
Case study: Developing political skills
A team of scientists wants to motivate and inspire staff who are embarking on careers …
Case study: Assessing team dynamics
If you want better results with people, spending time building rapport can reap great results …
