Leading With Empathy
People need to feel valued, respected, and motivated by belonging to a work environment where they feel connected with a sense of purpose. Here’s how you can lead with empathy.
The Customer is Not Always Right
I’m sure we’ve all heard the saying that customers are always right. I’m pretty sure we’d all agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. The message in this phrase is not in its words, but really in its inferred, meaning and understanding
Angry Customers – How to Deal with Mental Illness and Substance Abuse Behaviours.
Dealing with this type of aggression falls under the category of unpredictable, meaning that unlike common aggression triggers, which the warning signs might be easier to identify, this type of customer may be triggered by other factors that stimulate their reactions and behavior.
Leading the Exhausted Workforce – Is Your Team Suffering from Hidden Fatigue?
…whether we realize it or not, everyone is exhausted, and people are coping with the collective grief and trauma that was experienced on a global scale in that last two…
Hybrid Managers Can’t Do It All – Or Can They?
After the pandemic, when companies and employees were forced to embrace the possibilities of flexible work, this was a watershed moment. It dramatically altered how and where work was done…..
Exemplary direct care relies on three key things
An equilateral pyramid is one where all sides are equal and there is a solid base. If one side begins to dominate or drops the ball then the whole structure changes and collapses.
I didn’t intend to upset them! Find out why you did.
We would all have examples of a time we have intended to make someone laugh but the impact of our joke is hurt, anger and conflict. What started out as a light-hearted moment…
Who Do You Think They Are?
Most of us know someone for whom life has been irrevocably changed by an event that is largely beyond their control; a divorce, an unplanned pregnancy, a pandemic…
Empathy, Sympathy and Jollying in Direct Care
In an aged care facility when a resident dies the staff become crazy happy. Singing and dancing with the other residents so they don’t see the body leaving the facility.
Stop Compassion Fatigue with These Powerful Self-Management Tips
We are taught from an early age to care for others, encouraged to put the needs of others before our own. This parental/educational coaching instils a well-developed sense of empathy and compassion.