Speeches - Like water off a duck's back: How to keep your cool even with angry or irritating people

Don't be hurt by what people say. Ditch defensiveness, irritation and anger. Don't react, just act. And shake it off! Be calm, no matter what and leave the best impression of you and your organisation.

You'll be wanting people to complain and insult you after this speech so you can practise! Ever seen an audience ducking insults? Now is your chance. And laughter - well, that's guaranteed.

Warning: This high action and life-changing speech is good for your health (and your productivity).

Ideal for: After lunch. Keep everyone awake and energise them for the rest of the day.
Numbers: No limit.
Duration: 1 hour absolute minimum. 1.5 hrs ideal. 2 hrs also perfect!
Audience: Anyone working with people, especially with negative, angry or "difficult" clients, customers or staff. It helps greatly in lowering staff stress levels, reducing complaints and thereby increasing staff retention.

Testimonials:
"Loved watching you present at the WALGA gig some weeks ago. Great topic, (how to keep your cool with difficult people) excellent content and your rapport with the audience should be bottled!"
Gerry Gannon, Broadcaster, Master of ceremonies and panel facilitator. Gannon Media. Oct 2010.

"Your 'How to keep your cool' was the best session I attended at the AdvantAge09 conference in Sydney. I have taken away so much not only in my professional life but in my personal life as well."
Robyn Lake, Anchor Point Village, Warrnambool, VIC. November 2009.

"Thank you so much for speaking at our Christmas breakfast event on 'How to keep your cool'. The feedback we have been getting from both clients and registrants has been nothing short of fantastic. So the getting up and getting organised for the very early start was definitely worth it."
Lorraine Bradshaw, Marketing Coordinator & Projects Officer, Information Enterprises Australia Pty Ltd. 12th December 2008.

"I loved your humour, anecdotes and centredness during your talk. You are a hoot! As I watched you work, I marvelled at how you seem to have easy access to or tapped into "something" from which you draw strength and confidence. With gratitude."
Maryam Paschali, Writer. Denmark Leadership Forum. September 2009

"Brilliant talk. Thank you."
Rod Stumbles, LEWIS HOLDWAY LAWYERS, Melbourne. November 2009.

Expert: Rachel is the author of the long standing 2 CD set "How to deal with difficult people without getting upset." Now in its third edition. (Formerly called, "How not to take things personally".)