I have just finished reading Wolf Hall by Hilary Mantel, a colossal novel depicting the rise of the charismatic and omnicompetent Thomas Cromwell.
I’m sure I should have something profound and intellectual to say about this magnificent piece of literature but to be honest, my over-riding thought when I’d finished was:
“ Bloody hell, HR law was so much less complicated in the days of Henry VIII”.
Coaching? Informal Counselling? Disciplinary processes? Appeals? No, don’t bother with all that; just cut off their heads.
Granted, things are much fairer these days but I bet some people would have a lot more motivation to do their jobs well if the alternative was an appointment with a drunken executioner and a rusty old axe.
As you may gather, I am not in the best of moods. more…
So said a less than satisfied caller as she slammed the phone down on a lovely Helpline assistant that I worked with this week. The Helpline assistant had been politely and patiently trying to explain that the caller would not be entitled to receive a payout from her late ex-husband’s insurance policy.
It’s hard not to react when another person attacks. We’re hard-wired with a ‘fight or flight’ trigger when we come under fire.
There are, however some basic things to remember, when dealing with ‘difficult’ customers:
There is no such thing as a ‘difficult customer’ – only a customer who is in a difficult situation.
We have all been someone else’s difficult customer at some point – it doesn’t mean we’re not nice people the rest of the time – someone, somewhere loves us!
People in difficult situations do not always behave in the way we’d prefer – they make the best choice they can at the time – which might not be the choice we’d make in the same situation.
There is always an underlying reason for the way a person behaves. Even if we can’t accept their behaviour, we can usually empathise with the cause (in this case; shock, confusion, grief and mourning – the lady’s ex-husband had tragically been murdered abroad).
Dealing with difficult customer situations on the telephone requires skill and resilience and I greatly admire those who do this well. more…
I can’t see the sea. Which is disconcerting as it was there 20 minutes ago.
I am on my balcony, observing the smog that now hangs above the beach; the product of a thousand disposable barbecues that seem to have been lit in unison by the throng of holidaymakers below.
All day, snippets of arguments have drifted through my open window.
“Darren, I asked you to put sun cream on me, not cover me in sand”…”We’re on the bloody beach Danielle, what do you expect?”
“Joshua, I will not tell you again…GET-OUT-OF-THE-SEA!”…But, Muuuuuum, we’re at the seeeeeea-siiiiiiide, you are SUPPOSED to go in the seeeeeea.”
“Brian, don’t put the windbreak there. I’m sure those young girls don’t want you ogling them all day!” .. “I wasn’t ogling them, Maureen” ..“Oh, so you have noticed them, then?”
But now…it’s all gone quiet.
It seems that the little parties on the beach that have been bickering all day have been reconciled, and all for the price of a packet of sausages. more…
So you have to give a presentation and even though it’s three weeks away, you’re already having palpitations.
It’s okay. You’re not alone. The stress that many people feel when they have to speak in public is right up there with bereavement and divorce. Even the most accomplished managers and leaders can break out in a cold sweat when faced with a row of expectant faces.
Think Training & Development believe that to give a great presentation, you simply need to remember one thing the majority of communication is non-verbal. more…
“The past is a foreign country; they do things differently there.” – L P Hartley
Executive Coaching is often used by people who are already on the up, but want to be the best they can be. Usually, however, we find that there is something holding them back. This was never more the case than when I conducted one of my first coaching sessions, twenty years ago.
A young girl had spotted a job opportunity that interested her. She approached me for advice.
“I’m too young”, she said as an opener. True, if she got the job, she’d be the youngest in the team by about ten years. I asked what experience she could bring to the role.
“None” she replied. “I’ve no qualifications”. It turned out she had not gone to university as it wasn’t affordable and neither could she afford to take the exams required to get this job. “I’ve no money” she shrugged. I asked why not.
5 things that could cause a girl’s motivation level to slip from marvellous to miserable when travelling around the country, running training courses:
• Waking in the early hours to discover an intruder at the end of your hotel bed…which, on closer inspection turns out to be life sized cardboard cut-out of Lenny Henry, which you hadn’t noticed when you’d wearily slumped into bed at midnight on arrival.
• Washing your hair in ‘soft’ water when you’re used to the hard water of the south – leaving you looking like Toyah in the 80s.
• Trying to tame said hair using a hairdryer attached to a desk with a cord which does not allow you to stand anywhere near a mirror.
• Discovering there is no iron or ironing board in the room and that ‘all the boards are out’ when you call reception.
• Realising that you’ve left your new boots at home and that the only footwear you have to accompany your smart black suit are gold FitFlops or your brown Uggs.
Thought for the week: Everything that is achieved on earth is first conceived in the mind.
In March, my business partner Gavin sat down to watch TV, opened a beer and waited to be entertained by one of his all-time comedy heroes; Eddie Izzard. The programme, which was the first of 3 episodes which ran on BBC3, turned out to be a documentary, charting Eddie’s progress as he ran 43 marathons over 51 days. 5 weeks training and off he went. The programme reduced Gavin to tears. Bewildered, confused and utterly inspired. How could anyone achieve such an amazing feat? Especially a guy that is more at home in stilettos than running shoes?
So, it wasn’t exactly a surprise when Gavin announced a few weeks ago that he was going to train for his first ever triathlon, involving a 750m river swim, 20k bike ride and a 5k run to finish.
I have an idea for a new reality TV show in which I would, of course, be prepared to feature. Take six very different, independent women from various walks of life and plonk them all on a foreign island somewhere for a week together and see what happens. So committed am I to this idea that I have just tried it out. The ‘team’ in question consisted of me and 5 other women, 3 of whom I did not know before my holiday. And we interacted exactly as one might expect.
How do I know what one might expect? Because team development usually follows a very similar pattern. Bruce Tuckman first described the four stages of team development in 1965 as;
Form, Storm, Norm, Perform.
When holidaying abroad it is a really good idea not to fall asleep in the sun, get sunstroke and spend the next few days consigned to the villa bathroom.
That said, should you sustain said sunstroke, it’s wise to ensure that your fellow villa dwellers are marvellously compassionate beings who think nothing of cancelling evenings out to keep you company; hold your hair back while you throw up…(again) and lend you their sunglasses / head scarves / fake tan to a.) prevent a recurrence and b.) make you look like you’ve been lying on a beach for days rather than bent double over the loo.
You may have gathered that I am less than well, as I write from my holiday villa.
From my vantage point on the sofa, however, I have been able to watch my two friends, whose Myers-Briggs® personality types are ENFP and ESFP at close hand.
On the face of it, their profiles are quite similar.
Both prefer Extraversion (E) – i.e. they like to talk, get energy from being with other people and from experiencing new things. Conversation has not been in short supply as we’ve sat on the patio late into the night sharing a bottle of wine.
There, I’ve said it. And now I’ve said it, I guess I’m technically not a closet ISTJ at all. I am out of the closet and, frankly, quite chuffed with my new status.
Of course, I’ll always be an ENTP at heart. Having just spent 2 days holed up in an office on my own, no-one to talk to, poring over statistics; writing detailed reports; researching articles and completing a VAT reconciliation…I can’t deny that I’m now tempted to throw a party, learn to sky dive, invent something amazing and dismantle the radiator to see if I can put it back together again (all at the same time) …but hey; 48 hours as an ISTJ. Not bad.
If you have no idea what I am talking about, I am referring to 2 of the 16 Myers-Briggs® Personality Types. more…
Driving home from an appointment late last Wednesday, I felt somewhat harassed as a young man in a souped up Ford Escort came up behind me on a dual carriageway at speed. He began swerving from side to side and flashing his headlights.
As I surveyed him in the mirror, I could see that he was shouting and gesticulating for me to get out of his way. This continued for several minutes and I became increasingly agitated as the traffic in the inside lane was too heavy for me to safely pull in.
Eventually a gap appeared and I indicated to move over. He beat me to it, nearly taking my bumper off as he did so. He then cut in front of me, once he’d passed, causing me to brake hard. I was less than amused. more…
Think Training & Development believe that the quality of your life depends upon the quality of the questions you ask yourself.
Don’t worry. They don’t actually want to know what colour your underwear is. Especially if it’s grey. The point is, when you saw the question you probably answered it in your head.
The brain is a very powerful thing. It’s like Google. Ask it a question and it will give you an answer. The answer will be based on whatever your brain holds in its database about that subject. more…
Ok, so it’s not quite The Matrix, but the answer to this question will help you get what you want… and it’s right here on this podcast.
Listen to this podcast for the four (yes, just four) steps to great Influencing Skills.
If you’d like to explore how Think Training & Development can help you with your own influencing skills or the general communication within your company, we’ll be waiting in the green box, to listen to what you need. Give us a call or drop us an email.
When discussing Team Performance Management the other day, I was reminded of a lovely story I heard when training as a practitioner of Neuro-Linguistic Programming (NLP).
Once upon a time there was a huge steam ship that had run out of steam. It had come to a grinding halt, out at sea, and the engineers on board were unable to get it going again. They called on the finest specialists in the land, who came on board with their sophisticated equipment and computer technology and tried many different ways to get the ship started but to no avail. more…
I watched a man die on stage the other day. Not literally. Just in terms of audience reaction. At first I wondered if someone had played a hideous April Fool’s trick on him; told him the audience was illiterate or something. Why else would he have spent 20 minutes stoically reading PowerPoint slides to us, never once looking up to see if we were still there?
Santa Claus isn’t real. He’s a bloke called Keith.
I know. I was as surprised as you are. I would have mentioned it sooner but my sister has only just posted a picture of him on Facebook (she’s not that organised) so I’ve only just found out myself.
Without speaking to any of the people concerned last week, I learned that:
• My brother had lost his last 35,000 bhats in an ill-judged midnight swim in Kho Samui
• My cousin had eaten bran flakes for breakfast all week
• My friend had given birth to a baby grill
This is all well and good.
• I mean, I was delighted to know that Billy had chosen me to bail him out (or ‘Birry’ as he now refers to himself on Facebook, on account of being in Thailand);
• I’m glad my cousin is getting some daily fibre, it’s important;
• And although I suspect my friend’s husband might have meant girl, I’ll take her some steak when I visit, just on the off chance… more…
At Think, we have produced some seriously impressive results from each business we have been involved with. How?
Listen to the podcast for the 4 basic principles that have been the bedrock of our success.
If your particular department isn’t sales related, we think you will still be able to apply the principles to get the results you’re looking for. more…
Went shopping at the weekend, in preparation for a holiday I have just booked. Suncream? Shades? Sandals? No, what I wanted was ….a netbook.
It could be argued that I don’t need any more computers in my life but my iMac won’t fit in my suitcase (I’ve tried) and a girl needs to know what’s going on back home when she is away. Even if it is only for a week. Besides…they’re really dinky, they do them in all sorts of lovely colours these days and you can get cute little bags to put them in. I know. I am such a techie! more…
If you don’t believe me, try locking yourself in a room with a load of miserable people for a few hours. See if this prompts a burning desire to skip, whoop with joy and / or turn cartwheels. I’m guessing…no.
If you’re a manager, staff motivation is not hard to achieve, but it starts with you – not them.
Some people radiate natural positive energy; just standing next to them makes you feel warm and sunny. Others seem to exist solely to drain the life out of you (you know who they are). more…
Many organisational conflicts arise from personality clashes. In fact, one of the most common reasons that people give for leaving the company they are working for is that they don’t like their boss or their colleagues.
If you feel more like a referee than a manager most days, the chances are that your team has not yet found a way to pool their resources and use their differences to best effect. Myers-Briggs® Personality Type is a popular psychological profiling tool that can be used to help people understand how they impact on each other. It explores how different people are energised, how they take in information, make decisions and organise their lives. For example: more…
This podcast is the last in a series of 3 which explore the personality type theory of Myers-Briggs®.
This one looks at:
How people prefer to make decisions –Logic and objectivity or values and relationships?
How people live their lives – Planned and organised or spontaneous and adaptable?
It will give you some clues as to:
Why some people want to be recognised for their achievements while others need to be appreciated for their efforts.
Why some people love to start things off…while others love to finish them!
If you’d like to know more about your personality type or those of your team members, check out our Myers-Briggs® courses, run by qualified Myers-Briggs® practitioners. Special Offers apply.
Last week, I did some training with a group of schoolteachers… on the terminology used in financial services.
As well as knowing your subject, good Communication Skills are paramount when you are training, developing or coaching others. There are many aspects to this, but here is one simple example.
When I asked which terminology they particularly wanted to discuss, a lady put up her hand and said that she couldn’t quite see how ‘Market Value Reductions’ worked. (There is something strangely satisfying about having teachers put up their hands to ask you a question….but I digress.) more…
This podcast is the second in a series of 3 which explore the personality type theory of Myers-Briggs®.
This one looks at how people prefer to take in information – high level or highly detailed?
It will give you some clues as to why some people see the wood first…while others see the trees.
If you’d like to know more about your personality type or those of your team members, check out our Myers-Briggs® courses, run by qualified Myers-Briggs® practitioners. Special Offers apply.
Last week, I was on urban safari. In the manner of David Attenborough, I have been observing the behaviours of a fledgling ENFP in its natural habitat as it prepares to migrate to sunnier climes for the summer.
Ok… so I’ve just been to stay with my little brother in London for a few days, before he goes off travelling, but it got me thinking…
ENFP is one of sixteen personality types used in the renowned Myers-Briggs® personality type model. All 16 personality types have their own unique preferences and blind-spots. This explains, to some extent, why we get on so well with some people, while others infuriate or baffle us. more…
This podcast is the first in a series of 3 which explore the personality type theory of Myers-Briggs®.
This one looks at how people are energised – through internal or external stimuli.
It will give you some clues as to why some people dive in and act before they think things through while others think carefully before they act.
If you’d like to know more about your personality type or those of your team members, check out our Myers-Briggs® courses, run by qualified Myers-Briggs® practitioners. Special Offers apply.
A friend returned to work after a week’s holiday on Monday, to find some of her staff staging a mini rebellion. They gave her a list of demands. I gave her some tips on conflict management.
“Give and take”, I said.
“But they’re the conflict. And I’m the management!”, she wailed.
You may think this is an odd claim, given that it is made by Think Training & Development Limited, a company that specialises in Leadership Training, but picture the scene…
Your company is not doing as well as it could. Your people need some direction; some motivation. And you’re the person to deliver it. If only you knew how.
Nothing to do with magic…well not the circus kind anyway!
If you have something important to do such as a presentation or a big meeting, there are some really easy actions you can take to get yourself in the right frame of mind to succeed. Listen to this podcast to find out more… Or take a look at our page on advanced presentation skills.
Motivation 
Conflict Management
Team Skills 
Hello. My name is Wendie and I am…a closet ISTJ. 
Communication Skills
Team Performance Management
Talk to the screen coz the faces ain’t listenin’…
Executive Coaching
