by Sue Anderson | Aug 30, 2018 | Unshakeable
Hi Sue I just finished an escalated call and whilst hearing the customer rant, I was thinking about our coaching. I finished the call feeling calm and quite proud of myself and my colleague said ‘Hey Emily, you handled that call really well’. My reply was, ‘I chose to...
by Sue Anderson | Aug 17, 2018 | Unshakeable
Do you get to the end of the day and feel like you are exhausted from being polite to angry customers, go home and you have nothing for your loved ones? You are not imagining it. In 1983, *Arlie Hochschild termed the phrase “Emotional Load” to describe...
by Sue Anderson | Aug 17, 2018 | Unshakeable
With the ever-increasing focus on our mental health, many people have attended some kind of ‘Resilience’ training in their workplace. Some programs are fabulous, yet others fail to hit the mark. Just how useful is this training? Can you really improve your resilience...
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