Skillset New Zealand Blog

Ideas to help your team develop personally and professionally.

Imagine. Someone calls you on the phone and says, ‘I’m very annoyed about this!” That’s one thing. But swearing, contemptuous, personal language, that’s another thing entirely. Anger and abuse are very different, and so is our strategy for dealing with them.

Ever noticed how we instinctively try to avoid taking responsibility for our mistakes, behaviours or actions? We all want to be respected and liked by others, so when we do something that might reflect badly on us, we feel a strong impulse of self-preservation.

We use what’s called RPM to avoid the fallout.