Difficult Conversations


Customer Relations Lessons Learned

Tomorrow I am set to depart for a trip to Australia. My flight is with Air New Zealand. I was relieved that I was not going to be impacted by possible strike action… But wait for it … the first leg of my trip is with (are you ready) – Air Canada!!  I have been passed from pillar to post, from one customer relations rep to another – all the time feeling totally powerless to


April Fool’s & Discarding

I learned a most interesting piece of trivia today about April Fool’s Day. Do you know where the term came from? If you do, you are ahead of me. If you don’t, read on and discover the origins of the term April Fools.


Listening in Difficult Conversations: Part II

In my last post, I talked a bit about why listening can be difficult – especially when the conversation is a tough one; the stakes are high; we are feeling offended or we feel accused of something.  This time, I want to talk a bit about some things we can be aware of or we can do, that can help us to listen better. Five Tips for Better Listening Recognize that “I’ve been triggered” feeling.


Listening in Difficult Conversations

There are two sides to every difficult conversation – the speaking side and the listening side. We all need help with the speaking side; the where, when and how – but guess what? We also need help with the listening side. Often we can’t or don’t listen when someone is trying to communicate something important to us. Why is it that we can’t or don’t listen?