As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for
I recently attended and spoke at a conference on the topic of customer experience. As at every conference, throughout the day, there were many speakers and panellists – some great, and some less engaging. For some, as they walk toward the stage, you can see that they are filled with the fear of god, and… Continue reading 5 tips on delivering the best presentation
As we mark 50 years since the Stonewall riots during June, our LGBT Pride Month, I thought it might be interesting to talk about allies. Of course, this discussion doesn’t just apply to LGBTQ+ community, it’s relevant for all aspects of diversity and inclusion – be that gender parity, sexuality, ethnicity, physical (dis)ability, mental health or any other part of society… Continue reading #Pride: Why LGBTQ+ allies matter
Feedback matters to us all. Whether we like it or not, we need to hear other peoples’ opinions about us, our actions and behaviours, our company, our products and services. The majority of feedback is intended to help, add insight or value and drive change or reinforce behaviour. Whatever the intention of the feedback provider,… Continue reading 5 Feedback Fails, and how you should deliver it!
So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler. Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges
Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?
Whether you’re changing your job, attending a tricky meeting or presenting to a large group of people, that feeling of sweaty palms, thumping heart in your chest and throbbing headache are all signs that you are becoming stressed. Any event in life will rarely cause us to be stressed, but combined with other decisions you… Continue reading Stress – managing nervous system response