Skillset New Zealand Blog

Ideas to help your team develop personally and professionally.

So you’ve been burned on social media or maybe had an earful from an angry customer or colleague.

You know  they are wrong and you’re tempted to respond with a satisfying reply. It won’t be satisfying for long.

Instead try this...

Cultivate your reputation as a consumate professional. No matter what happens. No matter how unreasonalbe, unfair, irrational or insulting others may be, remain calm, reasonable and show your fundamental respect for the other person – even a troll. Focus on the issue, never the person.

It’s what star performers do. Almost always, it’s their people skills, not their technical skills, that mark them out.

Even if your experience was humiliating, the people around you will probably remember your calm response. Lose your rag, and they'll certainly remember that - long after they've forgotten what it was about.

A crisis?

Be the team member or leader who calmly asks, ‘Okay what are our options?’ Help the others brainstorm strategies, then a plan. Help them implement the plan and stick to it. Help them see the crisis as a challenge that will look great on their CVs. Be the one who helps to keep the team relationships strong. (That combination comes from extensive research and field-testing.)

By the way…

Staying cool under pressure, not acting out our frustrations, anger or tension is healthy.

The objective evidence doesn’t support the old idea that we should let emotions out like steam from a pot. The consumate professional approach is the equivalent of turning the element off.

You’ll feel calm sooner, feel good about your professional response and build your confidence and skills for next time.



Interested in a workshop on emotional Intelligence for your team? (It's about thriving at work)

What about a workshop on employee engagement? (For your leaders or for your teams)

About Ralph Brown

ralph brown blog3

Ralph is our founder and managing director. He has a background in psychology, television journalism and business.

Ralph's passions are psychology and writing. He leads workshops on both and speaks to conferences on the psychology of thriving at work.

In 2011  Professional Speakers Australia awarded him its top speaking accreditation, the CSP.

He has written six books and more than a hundred articles on psychology and writing. International research journals have published his articles reviewing the research on resilience.

Ralph enjoys trips to France. He lives in rural Canterbury.

Interested in training in business writing?

A business writing workshop will give your team far more than just plain English. They’ll be achieving more clarity in less time. Through their emails and letters, they’ll be building cooperative relationships with their colleagues, customers and community.

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Interested in training to develop your teams’ resilience?

Discover what top achievers do when the going gets tough.

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