Charles Howden

Tips and Tricks…


always makes more sense to me than “resources”, although this is exactly where this page will direct you to.

It occurred to me, as I as was putting together some materials for a training course I was running, that rather than just save files to my hard disk, if I put a page up here, other people could use them.

So please help yourself. If anything here works for you, please use them.

Better still, if you like what you see, drop me a line and I can design and deliver something tailor made for your team.

It is my intention to post pages up here regularly so keep dropping in here see what new, or email me at and I’ll keep you posted.

The LEARN model for dealing with complaints from customers
However well you look after your customers there will always be times when, for whatever reason, you have a customer who is unhappy with something they have experienced. You know how it is when pick up the phone and all of a sudden you are confronted with an unhappy customer or colleague? You may be deep in thought, working on another matter, and all of a sudden you are engulfed with someone else’s anger, ever experienced that? Well when you learn this easy model, whatever you are working on, you will have a tried and tested framework for finding a solution for whoever is angry on your telephone. All you have to do is use the LEARN model (and remember what the letters stand for!).

The five basic emotional and social competencies
Daniel Goleman told us that ‘the rules for work are changing. We’re being judged by a new yardstick: not just by how smart we are, or by our training and expertise, but also by how well we handle ourselves and each other. The new measure takes for granted having enough intellectual ability and technical know-how to do our jobs; it focuses instead on our personal qualities, such as initiative and empathy, adaptability and persuasiveness.” So there you are then. It’s not enough to be smart, everyone expects this of you, it’s the entrance ticket to allow you to play. To be a star performer you need something more…

Tips for working more effectively with people
Unless you haven’t realised it yet, you cannot do it all on your own. Look at any person you may regard as a role model in business, and I will bet that they are successful because they have learned how to work effectively with people.

The Precision Language Model
The Precision Model (also known as the meta-model) will help you to break down the generalities and loose expressions that human conversation is littered with and turn them into something with real meaning. This is an amazingly powerful tool to use in business, and when you have learned it, you will quickly notice how more effective you can be in a business environment.

Dale Carnegie – How to Win Friends and Influence People
Despite hard performance measurements, decisions end up being made by people. If your customer doesn’t like you, all other things being equal, you will not keep their business for long, especially when the going gets tough. Here are the key points from the seminal work of Dale Carnegie.

Declining Requests
Here’s an example of an exercise I run occasionally so that participants can practise how to decline a request whilst at the same time strengthening the personal relationship with the other person.


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