Managers must have good communication skills to run a successful organisation and lead effective teams. However, it has been identified that people have different communication styles, each one having its own advantages and disadvantages. (more…)
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If asked, most employees would likely answer that one of their worst fears at work would be having an argument with their boss. However, as frightening as this thought is, sometimes it is inevitable. (more…)
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If you are a leader in a larger business or public sector organisation then you are probably not dealing with external clients on a regular basis. It is therefore easy (once you have agreed with them) to leave the policing of your customer service standards...
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Conflict is a part of life and is as normal as breathing. As human beings we are so unique from each other with different needs that it is amazing we don’t have more disagreements! (more…)
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You will have heard of the roles that people play when they are in teams, and how those roles can be very beneficial to a team or can cause lots of problems. Members sometimes attempt to satisfy some individual needs that are irrelevant and often...
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LandRover and BodyShop in the UK have led the way in a change process that has drawn attention from other companies and industries. It’s not a new concept, but one that has gathered momentum recently. (more…)
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As a manager, how do you discover what people expect you to do? What feedback do you want that will help you improve your game and create opportunities for expansion in the future? The best way yet found to increase knowledge is to ask questions....
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Meeting and talking with others is an excellent way of honing your thinking skills and becoming a person that others seek out for advice and information. So here are some ideas when we want to improve our hit rate when conversing with someone. (more…)
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Of all the skills managers want to have improved, communication pretty much comes up there at the top. Along with negotiating a higher salary, of course! But communication is such a broad subject. I often ask clients, ‘If there was one area of communication you...
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Strange question? Maybe. Few people actually think about the style they adopt when they are listening to another person. But there is value in doing so, and I’d like to share some ideas that may help your communications in the future. (more…)
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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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