Dealing with aggressive customer behaviour

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Dealing with aggressive customer behaviour can be difficult and stressful.   As a business owner or manager with customer facing staff, it is a good idea to train/educate them in not only selling and customer service techniques, but also on how to cope in difficult situations.  Dealing with aggressive, rude or angry customers can be very confronting and upsetting, especially for younger, inexperienced staff. Here are some simple techniques for anyone in a position that deals directly with aggressive customers. In th
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The New Financial Year is here. You've finished up the last financial year, set your budget up for this year and you are off and running again!  Good stuff.  However, if you didn't think to review your HR practices by June 30, you can do so now to set up this financial year with a healthy, compliant HR process.  HR strategies really should be incorporated in to your business plan, as your people are what drive your business, hopefully, forward! Here are five things you might want to think about:

1. Budgets

C
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As a community we have become a lot more aware of the impact of bullying and the need to prevent it. From primary school age, children are now encouraged to stand up to bullies and in the workplace, there is a strong focus on preventing bullying behaviour. This is a good thing. The flip side is that ‘bullying’ is a term that gets bandied about, often inappropriately. Many managers that I speak to are nervous about managing poor performance or intervening in situations because they are unsure if the behaviour they are
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Training... hmm.  Most business owners understand the benefits of investing in their equipment, infrastructure or stock, yet some struggle with investing in their greatest asset of all – their people. Time and time again I hear that training is ‘not necessary’, a ‘nice to have’, too time consuming or too expensive. Instead of seeing training as an expense, or an obligation, we should look at it as an investment that pays the following dividends:

1. It allows your business to stay ahead of your competitors<

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The HR Central team blogs are about all things HR to keep you and your business informed about the main topics that make up the "employment cycle". Consulting Solutions and Software and Advice Solutions bring together our team’s extensive HR knowledge and expertise in the best of Cloud based software and Specialist advice. We are always looking for new and innovative ways to share information. We see our weekly bl
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2018 is now here and with the merriment of Christmas a distant memory, the New Year is the perfect time to set up your HR to ensure optimal productivity from the get go. There are a number of simple yet effective ways to make your HR work for you.  Here are some great tips on how to start your year with a bang! Policies, Processes, Performance oh my! Without effective processes in place, businesses are doomed. Too often as HR Specialists we see such a lack of systems, processes and policies relatin
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Too often when things get financially tight in business, the importance of training tends to slip down the rungs...However, this is not necessarily a sound strategic move for businesses trying to succeed in a competitive industry. Why invest in employee training during economically challenging times? The short answer is because training and developing your employees could be critical to the future success of your organisation. Training has come a long way. It’s not just about obtaining a University degree or Tafe dip
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