Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with separately and a case study of the company that was brought to its knees through mismanagement of complaints is also included.
“Because it is small, the messages being put across are very precise, no waffle or padding here - well done Angelena!!”
This book lists problem behaviour types in the workplace and explains how to identify and deal with them. Types of behaviour covered include passive aggressive, narcissistic and those that play the martyr.
“As we struggle to make sense of things, life looks on in repose.” Anon.
Cycles are a part of the human experience and a natural part of aging. Seasons change, flowers transform from seed to bloom and so do we but it is not always smooth. Think back to times in your life in your early twenties and that driving need to pull up roots and break away from family in search of a personal identity. Was that a painful, difficult experience? How well did you handle the transition into young adulthood having to rely solely on yourself?
Maybe you had a family that held onto your ankles and involved themselves in every aspect of your life to such an extent you had to kick back hard to find release. Depending on your age now, think about what you would tell your younger self.
Much has been written about the midlife crisis. Some researchers have dismissed it as a myth. Others, especially those who have experienced it around their early forties confirm that it is real and their lives were shaken with the force of a mild earthquake and permanently changed by it, not always for good.
Transition or transformation can be a painful experience, felt internally but expressed externally. It can lead to confusion and in some cases crisis but ultimately growth. Much depends on our personality makeup, past experiences and mind set.
This one day programme examines 3 major life transitions:-
· Around 30 - Now I am grown.
· Around 40 - Midlife and mortality
· Around 60 - Something bigger than me.
How you will benefit:-
· Gain a deep understanding of these transitions through theory and shared experiences.
· Develop skills to navigate through life’s roughest passages.
· Understanding how others have grown and become more fulfilled as a result.
Be able to help others through their transitions with wisdom and empathy.
Cost per delegate: £ 40.00 (not including lunch) Min 4 Max 12 people
Corporate rate £ 350.00 per day plus travel costs (max 12 people)
Skype coaching £ 35.00 per 45 mins.
Venues for open courses: Birmingham, Manchester, Bristol.
Corporate programmes on site or as agreed.
Look out for forthcoming dates.
Hello to you all. Thank you for finding me. My purpose in setting up this website is to be of service to you now that I am in my later years with considerable experience and hopefully some wisdom.
I’m Angelena Boden, freelance trainer, writer and guidance counsellor, with more than 35 years of experience in the field of interpersonal development and mental wellbeing. My special field is Transactional Analysis and the application of transformational communication and behaviour.
Working with organisations has taken me across the globe and inspired me to learn new languages and cultures.
I am the author of 3 business books and my debut novel, The Cruelty of Lambs, will be published by Urbane Publications, Autumn 2016.
My own life, like that of many, has been coloured by depression, anxiety and conflict. Being bullied through school, suffering from unabated mental and emotional abuse within marriage and a survivor of PTSD has moulded my thinking and given me grit and determination to conquer mountains.
Now that I’ve reached a major milestone in my life, I feel able to offer you some support and guidance as you navigate your way through some of life’s difficult transitions. These often come around the ages of big zero birthdays; - 30, 40, 50 and 60.
I have met thousands of people during the course of my career who have smashed unexpectedly into road blocks or been knocked off course by metaphorical bolts of lightning.
Have you had the feeling that the career you chose in your twenties is no longer the best fit for you now you are in your thirties? Maybe the polish has worn off your relationship and you want to blame the other person when in fact it is you who is changing. Is your family bringing you more heartache than joy?
The empty nest can leave us feeling rudderless and without a sense of purpose. We can end up living vicariously through our adult children instead of seeking that new direction which brings fulfilment in our later years.
Click on Life Transitions and get in touch if you feel I can help you.
We can’t conquer the world but together we can find the key to unlock the door which is keeping you in your prison.