Customer service is imperative for establishing and maintaining a loyal customer base. In organisations where employees interact with clients directly, managers need to train staff to provide excellent customer service. (more…)
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When you’re planning to chair a meeting, how do you feel? Excited, anticipating the energy that will flow around the room, buzzing with the ideas that people will come up with? Or dreading it, hoping that you can cancel it, and get on with something...
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Time is a precious commodity, and it is especially so in working life. Using time effectively gives people more choices in managing their activities. Managers unanimously complain that they don’t have enough time in the day to effectively manage their teams, handle their workload and...
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Although it is impossible to pinpoint the one thing that sets apart a great manager from a mediocre one, there are clearly different skills, ideas and opinions that set apart effective leaders from ineffective ones. The question that we get asked the most in our...
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Collins English Dictionary describes ‘soft skills’ as ‘desirable qualities for certain forms of employment that do not depend on acquired knowledge: they include common sense, the ability to deal with people, and a positive flexible attitude’. Certainly, the connotation is that someone who has common...
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There’s a very interesting TEDx talk by RosaBeth Moss Kanter on leading positive change, and I’ve noted six keys to change that she mentions, along with my thoughts as to their application in the world of business and leadership: (more…)
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You’ve no doubt heard the expression that we should be part of the solution, not the problem. And I’m sure we all agree that would be the best way to work. The question is…how? (more…)
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Why was management invented? That seems a strange question, doesn’t it? Surely management isn’t an invention! Surely it developed in response to industrial needs and was built over a period of time! (more…)
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What makes us who we are? Naturally, it’s a mixture of our genetic makeup and our nurtured experiences. Some of our responses are based on our genes, but many of them are learned as we go along in life, conditioned in the main by who...
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When asked to discuss the parameters managers use to assess their own and their department’s performance, the term ROI is often mentioned. While the returns on investment are critical to the success of any department, there is another measurement we sometimes fail to take into...
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Nothing develops your staff more effectively and longer lasting than coaching. Coaching is a process. It is a process to help facilitate the transition from where you are now to where you want to be. (more…)
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Many surveys have shown that growth and development are two of the driving forces behind people’s engagement at work, helping them benefit and get rewarded for the hard work and effort they put into their jobs. How do people benefit from that extra discretionary effort?...
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