“I learned how to deal with the different personality phases”

Wouldn’t it be great if you could read someone’s response to stress (be it a loss of control, a loss of trust or a loss of certainty) as if you could read the thought bubbles above their heads?

Well, while we don’t promise anything so clairvoyant, people do leave clues as to what they’re thinking based on what they most value and how they make sense of the world, as this participant found at our Delivering Customer Service Excellence course…

I learned how to deal with the different personality phases. I will most be able to apply recognising body language and telephone conversations with the different personality phases. I found enabling a conversation to run smoothly either face to face or by telephone  the most challenging. All the topics were covered fully. Rod made the whole day extremely interesting and informative in a relaxed, friendly manner.  I felt he was very approachable and interested in the day to day running of our business.

Medical PA, Yorkshire eye Hospital, Leeds