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Thrilled to have attended the recent Insurance & Financial Services Ombudsman conference where I had the privilege of being part of a panel discussion on navigating challenging customer behaviour.
It was a stimulating and practical exchange of insights and strategies, well moderated by Virginia Douglas.
It can be hard to make the time for a full day out, but it never disappoints when I do.
One standout presentation was delivered by crisis negotiator Lance Burdett. While crises may be few and far between (thankfully), his expertise shed light on how crisis management principles can be applied to everyday scenarios, offering valuable lessons applicable across different contexts.
Grateful for the opportunity to always be learning and to reconnect with faces not seen for a while (and for the lollies).
