Book review: Digital Body Language – How to build trust and connection no matter the distance by Erica Dhawan

A shorter version of this book review: Digital Body Language – How to build trust and connection no matter the distance by Erica Dhawan was published in the Summer 2021 edition of Professional Marketing Magazine  which is sent free to members of the Professional Marketing Forum.  Overview I was excited Read More

2021-06-30T16:20:38+01:00June 30, 2021|Kim's Blog, Management Skills, Relationship Management|

Managing client complaints – Process, anger and apologies

Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More

Dealing with “difficult” people – Nine strategies for dealing with arrogance

I was surprised that at two recent workshops, delegates indicated that the attitudes and/or behaviours that they least like dealing with was arrogance. More so than anger, aggression and sadness. During another training scenario, I noticed that people acting in a superior way evoked similarly strong negative reactions. So this Read More

2021-06-01T15:39:59+01:00June 1, 2021|Kim's Blog, Management Skills, Relationship Management|

Book Review – Never split the difference: Negotiating as if your life depended on it by Chris Voss with Tahl Raz

Regular readers will be aware that one of my favourite books on negotiating is “Negotiation for leaders” by Simon Horton which I reviewed in 2016 . But this book: “Never split the difference: Negotiating as if your life depended on it” by Chris Voss – a former FBI hostage negotiator Read More

2021-05-05T15:40:00+01:00May 5, 2021|Kim's Blog, Management Skills, Relationship Management, Selling|
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