Positives out of misunderstandings - qualifying and checking for understanding and drivers is sometimes all we can do

I like to be positive, but sometimes it can be a strain.

I had a recent experience with a client of ours who had been delighted with our previous work handling customer issues and asked us to discuss delivering some new violence and aggression training since some sites had been experiencing aggressive incidents which the staff were not comfortable handling. 

With visits to London sites, a trial of one of our public emPowering Assertiveness Confidence Training (PACT) courses (with great feedback!) and detailed discussion of what was required this time around - together with a teleconference and detailed preparation and planning, we really thought we had covered all angles.

Unfortunately the work is not going ahead now because the goalposts have been moved - the training required is no longer about violence and aggression despite all the preparatory work.

I remain philosophical and focus on the positives.

1. We have deepened our relationship with the client 
2. We will be considered for what might be more customer service oriented conflict management in 2010
   
3. The General Manager who took part in the PACT training was impressed and believes everyone of all age groups should do this training
4. We have shown that we are very capable in delivering effective violence and aggression prevention training.

A new year a new start with the client!

Merry Xmas!