We do many communication exercises on our courses, and delegates like them because they are fun, easy to assimilate and transfer into the workplace, and give them an opportunity to improve this important skill in a safe environment. Here are some exercises we use. Take…
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De Bono’s ideas of thinking hats go back over 25 years but is still seen as relevant as much today as back then. The idea allows for different modes of thinking, allowing a problem to be seen from different perspectives. It encourages you to choose…
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Many people who manage teams in customer service are aware of the need to display vision and customer focus in their businesses, but less people are able to apply this in the real-world atmosphere of the hot-house business. To create a culture takes time and…
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You have to exert influence in many ways on different people many times a day, whether it’s your boss, customers, staff, stakeholders, suppliers, colleagues or others. When you think about it, persuading is just another form of selling. If you need to influence another person,…
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I saw that very funny sketch on TV the other day, where commedians Ronnie Barker and Ronnie Corbett acted out a communication mismatch scene that epitomises so effectively how so much business is conducted today. Put your speakers or headphones on, press the play button…
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On our Management Training Courses we often find the most interesting discussions revolve around the section on Leadership styles, because many people have heard about them but haven’t really learned enough about them to build their knowledge and awareness of how to change styles when…
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By building emotional intelligence, it is possible to decide how to deal with stressful scenarios without losing your self-control. Stress is often something driven from outside influences, so the way to deal with it is often through understanding how you react to stress and deciding…
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Click on the cover below for the SPECIAL REPORT Communication barriers exist all around us. Misinterpretations abound in our discussions with team members. We delete, distort and generalise information in every conversation. And yet we think we clearly understand what others are saying and…
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What Makes An Ideal Manager? I’ve asked that question of many people on courses and they all come out with different answers, which is what should be expected. There are so many opinions about this subject, simply because it is so subjective! However, the truth…
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Take a moment and write down what you think I mean when I mention the word ‘Quality’. Go on, get a pen and write down your definition of the word. Now do the same for the words ‘Customer satisfaction’. (more…)
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Regardless of how long you’re in management, there will come a time when you will have to face the prospect of offering some kind of discipline to a staff member. Although thought of as being punishment, discipline should be seen as a way of convincing…
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You know the story…you’re right in the middle of something, and then a problem comes out of left-field. How do you react? How you face problems is one of the critical factors that helps determine how successful you will be as a manager. Many managers…
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