How people behave when dealing with customers or colleagues can determine the success or failure of any interaction. Although we seem capable of coping with considerable change in our domestic lives, at work we often display an inability to adjust to new demands and consequently suffer stress and anxiety. However, simple techniques can be used to help staff to analyse their own behaviour and reactions to change. Chapter 1: The Power of Behaviour. Behaviour breeds behaviour and being helpful gets a positive response. Chapter 2: You Can Choose How to Behave. You can choose your behaviour and how you choose will affect every transaction. Chapter 3: Use Behaviour to Help an Interaction. Use behaviour to help an interaction both verbally; by greeting people and using their names, and visually; by giving attentive looks and gestures. Chapter 4: The Four Stages of Change. Learn about the four stages of change: reject, resist, accept, embrace.