Negotiators Podcast Derek Arden - negotiatons

Introduction







Welcome to another episode of Monday Night Live, hosted by Derek Arden. This engaging podcast features uncut interviews with influential figures from around the globe. In this episode, Derek interviews Janelle Barlow, an accomplished professional speaker, author, and expert in complaint management. Join us as we delve into Janelle's fascinating journey and her insights on the importance of handling complaints and the art of negotiation.







Meet Janelle Barlow







Janelle Barlow, based in Albuquerque, New Mexico, is a renowned author and speaker with a PhD. She has dedicated her career to understanding and improving how businesses handle complaints. Janelle's seminal work, "A Complaint is a Gift," revolutionized the field when it was first published in the late 1980s and is now in its third edition. Her latest book, "Listen to Learn or Lose," focuses on guiding managers in effective complaint handling.







Journey Across the United States







Janelle's journey began in South Dakota, a place she felt compelled to leave from a young age due to its conservative and small-town nature. Her academic pursuits took her to the University of Pittsburgh, and then to the prestigious University of California, Berkeley. Despite facing initial intimidation from her Ivy League peers, Janelle thrived and eventually transitioned from academia to entrepreneurship, establishing herself as a thought leader in complaint management.







A Global Perspective







Janelle's global experiences, including three years in Taiwan, significantly shaped her worldview. Living in Taiwan during a time of rapid modernization, she witnessed firsthand the dramatic changes in the country. These experiences enriched her understanding of global business practices and customer service expectations.







The Economics of Complaints







One of Janelle's key insights is the economic impact of unaddressed complaints. In the United States, it's estimated that businesses lose over a trillion dollars annually due to poor complaint handling. In the UK, this figure stands at 174 billion pounds. Despite these staggering numbers, many businesses remain unaware of the extent of their losses or how to address them effectively.







Complaints and Negotiations: The Connection







Derek Arden, an expert in negotiation, draws parallels between complaint handling and negotiation. Both require a nuanced understanding of human behavior and a strategic approach to communication. Janelle agrees, emphasizing that handling complaints effectively is akin to negotiating a positive outcome. When customers complain, they are essentially negotiating for better service or product quality.







Cultural Nuances in Complaining







Cultural attitudes towards complaining vary significantly. While Americans may complain more openly, cultural teachings like "if you can't say something nice, don't say anything at all" still influence behavior. Janelle notes that many complaints are disguised as questions, which businesses often fail to recognize and address properly.







Gender Differences in Complaining







There's a common misconception that women complain more than men. However, Janelle's research suggests that men tend to complain more frequently, possibly due to societal positions of ownership and entitlement. Women, on the other hand, are often labeled negatively for complaining, which can discourage them from voicing their concerns.







Effective Complaint Handling







Janelle emphasizes the importance of framing complaints positively. Starting with a compliment or acknowledging the company...

Join us on "Monday Night Live" tonight for a fascinating session with Dr. Colin Summerhayes, a distinguished marine geochemist and oceanographer who specializes in climate change research.







Net Zero: Can We Achieve It? Dr. Colin Summerhayes Weighs In







Dr. Summerhayes, an Emeritus Associate of Cambridge University's Scott Polar Research Institute, has made significant contributions to our understanding of climate dynamics through his extensive work in Antarctica, which he has visited six times. In his latest book, The Icy Planet, Dr. Summerhayes poses the critical question, "Will Net Zero work?" He expresses cautious optimism about our ability to address climate challenges, emphasizing the need for collective action based on our current knowledge.







Understanding Climate Change







Dr. Summerhayes discusses the gradual melting of ice and its impact on rising sea levels, a direct result of global warming. He highlights the importance of understanding climate change as a risk management issue for future generations. Despite the alarming trends, Dr. Summerhayes maintains that it is not all doom and gloom. He references Not the End of the World by Hannah Ritchie, which suggests that we have the potential to build a sustainable planet.







International Efforts and Data







Dr. Summerhayes explains the role of the UN Framework Convention on Climate Change, which aims to limit global warming to 1.5 degrees Celsius above pre-industrial levels. He presents data showing the increasing rate of global temperature rise and its implications. The Central England Temperature Database, which is the longest temperature record on the planet, provides a local perspective on global warming trends.







Regional and Global Impacts







He discusses recent climate anomalies, such as record heatwaves and flooding in the UK, and emphasizes the global nature of these changes. Dr. Summerhayes presents data on ocean temperatures, showing significant warming in various regions, which contributes to the overall climate change scenario.







Historical Context and Current Trends







Using ice core samples from Antarctica, Dr. Summerhayes illustrates the historical levels of carbon dioxide in the atmosphere and the dramatic increase since the Industrial Revolution. He explains that the current rate of CO2 increase is unprecedented, occurring 100 times faster than natural rates.







Consequences of Melting Ice







The discussion shifts to the potential impacts of melting ice in Antarctica and Greenland. Dr. Summerhayes explains that if significant portions of these ice masses melt, sea levels could rise by several meters, posing severe risks to coastal cities and infrastructure.







The Role of Fossil Fuels







Dr. Summerhayes outlines the historical and ongoing use of fossil fuels, showing how coal, oil, and natural gas have contributed to the current levels of greenhouse gases. He highlights the concept of the "Great Acceleration" and its implications for climate change.







Potential Solutions and Individual Actions







Dr. Summerhayes stresses the importance of both governmental and individual actions in addressing climate change. He discusses various strategies, such as insulating homes, using renewable energy sources, and promoting the planting of trees and hedgerows. He encourages viewers to engage in advocacy and education to promote sustainability.







Positive Perspectives







Dr. Summerhayes concludes with a message of cautious optimism. He references influential thinkers like David Attenborough, Mark Carney, and Bill Gates,

Today, we're thrilled to have Carole Peters-King, a multifaceted professional whose career spans journalism, documentary filmmaking, sailor society and global communications. Here’s a snapshot of what we covered:.







From Journalism to Global CommunicationsCarole started her career in journalism, first at the Leicester Mercury, then moved to radio and television, quickly rising to a producer and director role. She later transitioned into a surprising yet fulfilling role as a Church of England priest, while still engaging in communications and journalism.







Advocating for Sailors’ SafetyAs the Global Communications Director for the Sailor Society, Carole highlighted the critical support her organization provides to sailors navigating dangerous waters, particularly through the Red Sea. The society, established in 1818, offers 24-hour support, crisis response, and welfare training to improve sailors' mental and physical health.







Frontline Journalism and Documentary MakingCarole shared captivating stories from her days as a war reporter and documentary filmmaker. Her work includes investigative pieces on consumer issues and in-depth documentaries on serial killers and spies, shedding light on dark and complex subjects.







A Vicar with a Vicar of Dibley TwistEmbodying a blend of Bridget Jones and the beloved Vicar of Dibley, Carole brings humor and depth to her role as a priest. She recounted a particularly memorable moment delivering last rites dressed as the angel Gabriel, showcasing her unique approach to her spiritual duties.







Final Thoughts and InspirationsCarole’s advice to viewers emphasizes the importance of enjoying life while striving to make a positive impact on the world and maintaining integrity in every action.







Join us again on Monday Night Live for more engaging conversations and insightful stories. Don’t forget to like, subscribe, and comment below with your thoughts and questions for Carole!









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Telephone Skills by the Telephone Assassin.







On this week's edition of Monday Night Live, Derek Arden hosts Anthony Stears, also known as the "Telephone Assassin," in a compelling interview that sheds light on Stears' innovative approaches to maximising phone usage in call centres telephone skills and professional environments.







Anthony Stears, who shares a humble beginning with Derek, including entrepreneurial ventures from a young age, details his evolution from an ambitious car washer to a real estate agent, and finally to a master of telephone sales and professional speaking. With a knack for conversation, Anthony branded himself as the "Telephone Assassin," a title reflecting his prowess in navigating and revolutionizing telephone communications for business success.







Throughout the interview, Stears shares anecdotes and insights from his career journey. Initially challenged by his youthful appearance, he learned to establish credibility before face-to-face meetings through strategic pre-meeting phone calls. This approach not only warmed up his clients but also set the stage for more effective in-person interactions.







As the conversation progresses, Anthony delves into his strategies for building effective conversational tactics and eliminating ineffective business practices, which he refers to as "Bull." He emphasizes the importance of fostering a belief in one's abilities and services, a philosophy that has guided his professional trajectory.







Anthony recounts pivotal moments that shaped his career, like the experience of being underestimated due to his age during a property valuation, which taught him the importance of proving his worth before being seen. This incident led him to leverage the power of telephone conversations to build rapport and set the groundwork for successful business interactions.







He also touches on the business lessons learned from running a telemarketing company, where he transitioned from direct sales to offering workshops, thus broadening his impact and income. These workshops were so successful that they prompted him to further engage in professional speaking, eventually leading him to become an influential figure in the sales and speaking circuits.







Stears candidly discusses the challenges and misconceptions about phone-based communication, noting that despite technological advances, the fundamental principles of effective salesmanship and customer service remain rooted in personal, direct interactions.







In closing, Anthony highlights the ongoing relevance of telephone skills in the digital age, where so many are hesitant to engage in direct dialogue, stressing that mastering these skills can significantly enhance business outcomes.







This episode of Monday Night Live not only explores Anthony Stears' unique approach to sales and professional speaking but also serves as an inspirational guide for leveraging traditional tools in innovative ways to achieve business success.

Derek Arden welcomes David Thomas on Monday Night Live this week to talk about Memory.







Resilience Redefined: The Inspirational Journey of David Thomas, From Hardship to Memory Mastery







Introduction: Triumph Over AdversityIn this captivating episode of Monday Night Live, host Derek Arden is thrilled to welcome David Thomas, also known as the "Memory Man," for the 220th edition of the show.







David's journey from the struggles of a turbulent childhood in Yorkshire to becoming a memory champion in the USA and a guest on the Oprah Winfrey Show is not just inspiring—it's a testament to the power of resilience and self-improvement.







Early Life Challenges: Building ResilienceDavid opens up about his challenging early years, marked by family instability and personal setbacks. Growing up with an alcoholic mother and witnessing frequent domestic turmoil,







David faced numerous obstacles, including abuse, poverty, and mental health struggles. His candid discussion sheds light on the harsh realities that shaped his formidable spirit.







A Turnaround with the Fire Service: Finding SalvationThe turning point in David's life came when he joined the fire service at age 20. This career move not only pulled him away from a destructive path of drugs and alcohol but also instilled a sense of purpose and belonging.







David credits the fire service with saving his life, providing him not only with stability but also with a platform to discover his unique talents.







From Firefighting to Memory Mastery: An Unlikely TransitionDavid's foray into the world of memory training began somewhat accidentally. Struggling with exams in the fire service, he watched a television program that introduced him to memory techniques.







Motivated by his own needs, he self-taught through books and intense personal practice, eventually rising to become a memory champion. His story emphasizes that educational and personal growth can come from unexpected sources and doesn't always follow a traditional path.







Breakthrough on the Oprah Winfrey Show: A Platform for InfluenceDavid recounts his remarkable experience on the Oprah Winfrey Show, where he demonstrated his memory skills by recalling complex sets of data under pressure.







This appearance not only cemented his reputation as a leading memory expert but also highlighted his ability to engage and inspire a wide audience. His interaction with Oprah, filled with humour and mutual respect, showcased his charisma and relatability.







Practical Memory Tips: Enhancing Cognitive AbilitiesIn the latter part of the interview, David provides valuable insights into improving memory and cognitive function. He emphasizes the importance of turning abstract information into vivid, memorable images and sequences. These techniques are not just for academic or competitive purposes but can enhance everyday life, particularly as we age.







Concluding Reflections: The Power of PersistenceDavid's reflections on his journey underscore a powerful narrative of transformation and hope. His discussion extends beyond personal achievement, touching on broader themes of human potential and the importance of mental and emotional health.







Memory Improvement for the Second Half of Life: Advice from a ChampionResponding to questions about memory loss with age, David reassures viewers that cognitive decline is not inevitable. He encourages engaging in challenging activities that stimulate the brain and insists on the potential for growth and learning throughout one’s life.







Final Thoughts: Legacy and ImpactDavid Thomas's life story is more than a tale of personal succes...

Tonight's discussion promises to be both enlightening and crucially important, as we delve into two pressing topics: Money Laundering and Fraud.









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In this week's Monday Night Live Podcast, Derek Arden interviews Paul Coleman, an ACIB compliance expert who recently returned to the UK after working in the Caribbean for a decade, focusing on fraud and money laundering. The discussion promises to shed light on two critical topics: the challenges in combating money laundering and fraud in today's financial landscape.







Paul begins by distinguishing between fraud and money laundering, highlighting fraud as a deception for financial gain and money laundering as the concealment of illegally obtained property's origins. He emphasizes that money laundering is intricately linked to various criminal activities, such as fraud, corruption, and trafficking, which poses a complex challenge for law enforcement.







The conversation delves into staggering statistics, such as the UK's £1 trillion card spend in 2022, with £556.3 million lost to card fraud and an additional £105 million to authorized push payment fraud. Coleman shares a personal experience of falling victim to such fraud while in Turks and Caicos, emphasizing the sophistication and agility of cybercriminals.







Money laundering, estimated to account for 2-5% of global GDP, presents a monumental challenge due to its clandestine nature and intricate web of illicit transactions. Paul explains the role of financial institutions, lawyers, and real estate agents in facilitating or preventing money laundering activities. He highlights the importance of following the money trail and scrutinizing individuals' unexplained wealth and extravagant lifestyles.







The conversation shifts to recent controversies surrounding the UK Post Office, with attendees in the chat expressing opinions ranging from incompetence to complicity in fraudulent activities. Coleman underscores the importance of whistleblowing in exposing malpractices, acknowledging the risks whistleblowers face and the need for robust legal protections.







Throughout the discussion, Paul and Derek navigate the complexities of financial crime enforcement, from the challenges of investigating and prosecuting offenders to the role of regulatory bodies and the judiciary. They also touch on the ethical implications of overlooking suspicious transactions and the need for greater transparency and accountability in the financial sector.







As the podcast nears its end, Paul and Derek invite participants to share their thoughts on the Post Office controversy, fostering an engaging and interactive dialogue on pressing issues of corporate governance and regulatory compliance.







In conclusion, this episode offers invaluable insights into the intricate world of financial crime, underscoring the urgent need for enhanced collaboration between regulatory bodies, law enforcement, and the private sector to combat money laundering and fraud effectively. Join Derek Arden and Paul Coleman for a thought-provoking discussion on the frontline of financial integrity and compliance.