Business Support Hour 2 February 2022: Caroline D’Ay – Coping with Aggression and Intimidation

Today’s presenter is Caroline D’Ay of Wellbeing Dynamics whose work as ‘The Real Happiness Coach’ helps people get the best out of their lives. Caroline’s presentation theme was ‘coping with aggression and intimidation’, a very topical theme in today’s world where those of us in the front line of business often have to manage customers’ expectations against a backdrop of unexpected staff absence or late deliveries.

Caroline showed us techniques for defusing emotional situations and avoiding raising our own stress levels, particularly aimed at business owners and their staff in the front line of hospitality and retail businesses, however there were plenty of useful tips for anyone involved in customer contact in any kind of business.