Is Your Customer Service Roadworthy? Fixing the ‘System’ That Leaves Drivers Stranded
Imagine you’re driving to an early morning networking event. You’re navigating a familiar stretch of road, only to find it partially flooded. Your wheels are cautiously floating in the water until a massive clunk vibrates through your vehicle. A pothole strikes your front tyre. Fifteen minutes later, the tyre pressure light flashes on the dash—it’s […]
Leading a Contact Centre – The Hidden Challenges
As a manager of a support or contact centre, do you recognise any of these challenges when trying to lead your team to deliver excellent and consistent customer service, while also meeting demanding performance targets? If so, you’re not alone. Many contact centre managers face a combination of people, performance, and engagement challenges that make […]
A Lesson from Authentic Service
“The authentic self is the soul made visible.” – Sarah Ban Breathnach On a recent holiday, I stayed in a Marriott hotel perched above one of the great wonders of the world. The setting was breathtaking—spacious rooms, restaurants, a golf course, gym, pool, spa. On paper, it ticked every box. But as most seasoned travellers […]
Building Empathy Centric Leadership
Empathy, one of the characteristics or we might say building blocks of emotional intelligence, is an essential skill of any leader. When lacking empathy employees feel unheard, undervalued and often frustrated about an apparent lack of understanding of the challenges in any job role or for any difficulties they might be experiencing outside of their […]
Game-Based E-Learning – Six Reasons to Include Games in Your Content
The latest figures on attention span of most people is anywhere between 10 seconds and 2 minutes. How does this impact learning and development especially in relation to on-line e-Learning? Basically, what this means is that content needs to include a variety of activities to support content while capturing attention to lead to learning. Talking […]
An Attitude of Gratitude
Today is International Women’s Day. This is a day where women all over the world are celebrated for the many roles they play – mother, daughter, wife, aunt, chef, general director, receptionist and so on. Women are everywhere, you could argue the same for men and I would agree. My question is why are women […]
Ignoring Bad Leadership is Damaging your Business
We have all had at least one experience of poor or bad leadership. I could add “unfortunately” at the end of that sentence? In most cases it is a learning lesson for the employee to avoid such leaders and their behaviour in the future. In other words, it teaches a very good lesson and makes […]
Mrs M – A very capable lady
This case study encompasses both my professional roles as an alternative healthcare practitioner and corporate wellbeing training provider. The aim of the case study is to encourage you to assess the impact of executing a decision on the health of those who are involved, perhaps through no fault of their own and therefore what could […]
Does your employee appraisal process need an appraisal?
“The most basic problem is that performance appraisals often don’t accurately assess performance.” – W. Edwards Deming (Founding Father of Total Quality Management) We traditionally rely on employee management performance systems / performance appraisals to give feedback to our employees. In most organisations this is a yearly ritual after having completed the statutory probation period. […]
Are Leaders Born or Made?
“The greatest leader is not necessarily the one that does the greatest things. He is the one that gets the people to do the greatest things.” Ronald Reagan The question of whether leaders are born or can be made through learning and development is a question that is very often asked. This blog will explore […]