When you look over the last 15 years, a lot has changed in the workplace. We’ve got the device-driven digital world, as exampled by hybrid and remote workplaces. But when you drill right into it and take a look at engagement statistics, they still arrive at the same conclusions they [...]
We’ve all heard the saying that customers are always right. However, many client-facing and customer service roles would agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. There can even be a danger with this saying that can tolerate or allow poor customer behaviour. This [...]
How do you manage angry customers when their behaviours are driven by mental illness or substance issues? Dealing with this type of aggression falls under the category of unpredictable. This means that unlike common aggression triggers, which may have easy to identify warning signs, this type of customer may be [...]
Whether we realise it or not, everyone is exhausted. People are still coping with the collective grief and trauma that was experienced on a global scale over the last two to three years. How exhaustion affects your employees Perhaps you feel that things have gotten back to normal, so this [...]
The role of the manager has dramatically changed, with many leaders feeling overwhelmed and exhausted. A survey by Gartner revealed that 68% of leaders are overwhelmed, but only 14% of companies have actually taken steps to alleviate their burden. Additionally, numerous surveys show that 75% of employees in any given [...]
The equilateral pyramid An equilateral pyramid is one where all sides are equal and there is a solid base. If one side begins to dominate, or drops the ball, then the whole structure changes and collapses. In direct care, the three sides to the pyramid: The client. The staff. The [...]
We all have examples of a time we have intended to make someone laugh, but the impact of our joke is hurt, anger, and conflict. What started out as a light-hearted moment became heated and heavy. A friend has been having in-home nursing, every day, for the last four months. [...]
Most of us know someone for whom life has been irrevocably changed by an event that is largely beyond their control; a divorce, an unplanned pregnancy, a pandemic, the outbreak of war. These life-changing events can be sudden and blindsiding but usually, when the immediate impact passes, life returns to [...]
What is Jollying? In an aged care facility when a resident dies the staff become crazy happy. They start singing and dancing with the other residents so they don’t see the body leaving the facility. The driving thought is that seeing the body leaving is upsetting and the other residents [...]
We are taught from an early age to care for others, encouraged to put the needs of others before our own. This parental/educational coaching instils a well-developed sense of empathy and compassion. Working for a period of time in the caregiving field, carries the risk of developing “Compassion Fatigue”. This [...]
