Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?
If you wants to deliver a differentiated service to mark you out from the competition, the first place to look is within your existing team. Your best people deliver your values and behaviours in their customer interactions, but from a line manager’s perspective, it’s not easy to bring these aspects to life in brief weekly… Continue reading Creating a coaching culture
My employer actively promotes a flexible approach to work, and I’m proud to work for a company that embracing flexible working. Whilst some roles have traditionally been considered to have more flexibility (shift workers, those required to work at multiple sites, those working client-side), many have been tied to their desk in stuffy offices –… Continue reading #AllRolesCanFlex – 5 tips on being more flexible with your people
A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate. Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut. It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!
I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me. Feckless? What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!
So I recently came out – for those of you who know me, you’re wondering, “What do you mean? You came out as gay years ago!” Well this was a different coming out – this time I came out to admit that I suffered from a mental illness – depression. It was a culmination of… Continue reading A coming out story: 7 similarities between coming out and acknowledging mental health issues
Those amongst us who are wise have started planning for 2018, and the various deliverables we need to achieve, I was reflecting on how best to drive motivation with my team. As with any experienced manager, I have a few tools in the armoury to help me and the team achieve what I know we… Continue reading 4 techniques to motivate your people