443: How to Handle Hostility, with Bonni Stachowiak
Dec 2, 2019
Discover how to handle hostility in client interactions with practical strategies like setting boundaries and fostering empathy. Explore the challenges of leading peers and balancing support for others while advancing your own career. Gain insights on effective communication for remote teams and the importance of clear goals. The discussion emphasizes an abundance mindset to cultivate a positive workplace culture, all while drawing from personal anecdotes and listener questions.
36:53
forum Ask episode
web_stories AI Snips
view_agenda Chapters
menu_book Books
auto_awesome Transcript
info_circle Episode notes
volunteer_activism ADVICE
Abundance Mindset
Cultivate an abundance mindset, believing in ample opportunities for everyone.
Recognize that helping others succeed ultimately benefits your own career growth.
volunteer_activism ADVICE
Share Successes
Socialize your contributions and share the successes of others you've helped.
This increases visibility for everyone and fosters a collaborative environment.
volunteer_activism ADVICE
Handling Hostile Clients
Offer the client options for resolving issues, focusing on what you can do.
Consider their perspective and potential reasons for their behavior.
Get the Snipd Podcast app to discover more snips from this episode
In 'How to Stop Worrying and Start Living', Dale Carnegie provides a set of practical formulas and techniques to help readers overcome their worry habits. The book, first published in 1948, has been updated and remains highly relevant today. It offers advice on how to eliminate business and financial worries, avoid fatigue, improve sleep, and cultivate a mental attitude that brings peace and happiness. Carnegie's approach includes rules such as living in 'day-tight compartments', accepting the worst-case scenario, and keeping busy to crowd out worry. The book is filled with inspiring examples and stories of people who have successfully applied these principles to achieve a more enjoyable and fulfilling life.
The 7 Habits of Highly Effective People
Stephen R Covey
This book, first published in 1989, outlines seven habits that are designed to help individuals become more effective in their personal and professional lives. The habits are grouped into three categories: Private Victory (habits 1-3), Public Victory (habits 4-6), and Renewal (habit 7). The habits include being proactive, beginning with the end in mind, putting first things first, thinking win-win, seeking first to understand and then to be understood, synergizing, and sharpening the saw. Covey emphasizes the importance of personal integrity, effective time management, empathetic communication, and continuous self-improvement[2][5][4].
Bonni Stachowiak: Teaching in Higher Ed
Bonni Stachowiak is the host of the Teaching in Higher Ed podcast, a professor of business and management at Vanguard University, and my life partner. Prior to her academic career, Bonni was a human resources consultant and executive officer for a publicly traded company. She joins me monthly to respond to listener questions.
Listener Questions
Robert asked how he could support other leaders in his organization to do better, while also supporting his own career.
Harrison was wondering how he could handle a situation with a difficult client.
Gregory wanted to know how to support team members when they are on-site with a customer and not available to connect.
Chris asked what he could do to get more feedback on what should happen with training and development activities.
Resources Mentioned
How to Stop Worry and Start Living* by Dale Carnegie
The 7 Habits of Highly Effective People* by Stephen Covey
Related Episodes
How to Listen When Someone Is Venting, with Mark Goulston (episode 91)
Performance Measurement That Gets Results, with Stacey Barr (episode 419)
Tie Leadership Development to Business Results, with Mark Allen (episode 435)
Keep Your Ideas From Being Stolen (Dave’s Journal)
Discover More
Activate your free membership for full access to the entire library of interviews since 2011, searchable by topic.
Coaching for Leaders 
