How to Take Responsibility of Your Life
Winston Churchill once said, “The price of greatness is responsibility.” How does this phrase reflect what is meant by ‘taking responsibility’? As defined by the English Oxford dictionary, responsibility is: The state or fact of having a duty to deal with something or of having control over someone. Example: “a true leader takes responsibility for […]
Are Your Leadership Abilities Transforming Fast Enough?
On Tuesday I had the honour of attending WinTrade (Women in Trade) in London that was hosted by MasterCard. The main theme was “How to embed diversity in the world of tech?”, and it was attended by entrepreneurial businesswomen from all over the world. One of the speakers asked the question: “What is our purpose […]
Are Bots Really The Best Option?
With the ever-advancing fast pace of technology, more and more customer support functions are being taken over by bots. WHAT IS A BOT? As defined by www.Techterms.com, “A internet bot, also known as web robot, www robot or simply bot, is a software application that runs automated tasks (scripts) over the Internet. Typically, bots perform […]
Suffering from work-related stress? You are not alone!
According to research nearly half a million people in the UK have work-related stress that is making them ill, resulting in sick leave and absenteeism. It is estimated that 12 million working days are lost each year in the UK due to stress-related illness. (HSE.gov.co.uk) WHAT IS STRESS? The dictionary defines stress as “ a […]
Olympians and Leadership Lessons
Sports and leadership have so much in common, as do leadership and sports? Kirsti Yamaguchi could not have put the point across more succinctly. To be successful in any sports, whether on ice, on snow, in water, on a track or field, focus is required to keep your goal in mind, and in vision at […]
Employee development – a cost or an investment?
EMPLOYEE DEVELOPMENT – A COST OR AN INVESTMENT? I was recently staying in a hotel on the Salford Quays. For purposes of my blog I will only say that it is a well known international brand. Not a huge hotel, and therefore potentially able to give guests a more personal experience. There was nothing particularly […]
Anyone got a plan b?
The General Election results have for the second time in recent history demonstrated the importance of having a Plan B. What I am referring to is the Brexit vote – for most people there was little thought to the fact that Britain would vote “out” seen through comments such as “If I had known we […]
In pursuit of perfectionism
Perfect or perfection is often thrown about in the business world as a desired state. This might be voiced as an exclamation – “Oh perfect!”, as a statement, related to a particular desired outcome – “That is almost perfect?” Clearly from the last sentence we can see that something is missing, not aligned correctly, has […]
Challenge or stress – it’s a fine line!
The dictionary defines stress as “a pressure or tension exerted on another object; a demand on physical or mental energy; or forcibly exerted influence usually causing distress or strain.” In short stress is any factor, positive or negative that requires a response or change. In medical research it is widely recognized that chronic ongoing stress […]
Building Loyal Customers from Dissatisfied Customers
One of the biggest areas that I address with my customers through training and development of personnel is building and maintaining customer rapport and loyalty, whether that be from the very first contact with the customer or at any other stage in the customer journey, including when the customer is not happy with your services. […]