Scientific research can help you turn complaints into compliments. But it's not just research. I found it works in both the retail and service businesses we’ve owned, in businesses I’ve helped, and in my personal life. When helping staff and clients handle complaints well, I’ve seen angry customers not only pacified, but become loyal customers and advocates. As a mediator, I see instances of people locked in conflict because a complaint was handled badly. I want more people to learn and practice how to take negative feedback well, not just to be resilient, but to build on this to bounce back even better. This talk uses SALAD to help you remember how to turn Complaints into Compliments. After the course, the participants will be sent an e-book with tools from the talk.Views: 885 | Enquiries: 1
Nancy is a specialist in early conflict resolution, accredited as a civil and commercial mediator, and qualified as a trainer, business coach and personal coach. Her varied career included nursing, midwifery, business ownership, management and training, and all her roles involve helping others make life easier for themselves. Please note that Nancy works during the day so is available evenings only, although she might be available for daytime work if asked a week or less in advance Nancy says "As an accredited civil and commercial mediator, I often see people whose lives have been blighted by misunderstanding, businesses held back or relationships damaged. Usually, at the end of a successful mediation, someone says, "I wish we'd had this conversation earlier..." As a business and personal coach, I've seen charities struggling because directors don't get on, family businesses failing due to personality clashes and grief caused by disagreements. Having owned and worked in family businesses, I know the special strains (as well as the joys) these bring. It was this that led me to study why people behave the way they do and how to help them find their own solutions to stress and conflict."
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