As the year draws to a close, many of us are taking stock of the year – what went well, what missed the mark, and ideally, what we might do differently in future. As a people manager of almost two decades, I look more closely at how I did for my people than most other… Continue reading Managers, are you listening enough?
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
In life, we are constantly faced with choices that result in changes, and sometimes it’s hard to know which route is the best one to take. Likewise in the workplace, any manager will face the need to make a change. Deciding on how to make the change (and avoiding too much procrastination) is never easy.… Continue reading Phasing – the best way to achieve transformation
The opposite of love is not hate. The opposite of love is apathy. It’s a scary state of mind where you really don’t care. For me, football leaves me cold, I don’t dislike it, I just have no feelings about it whatsoever. When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)
I’d been taking with a couple of members of my team recently about how best we should kick start a change to increase customer empathy. Traditional classroom training has never been something I’m a big fan of, and whilst e-learning is a necessary solution when teams are too numerous or remote, I really love workshops. … Continue reading 5 tips to engage people through workshops
As you look at the recharged and relaxed colleague returning to work after their summer break, you’re guaranteed to hear some comment on how refreshed they look, then wonder how long it will be before the calm demeanour wears off. One week? One day? A couple of hours? Stress his pervasive in our modern world, and work… Continue reading Stress curbs creativity – 5 tips to better manage it
It was strange to see BBC television news presenters grinning quite so broadly, but as the presenter stepped to one side to show that Britain had reached 2nd place on the medals table at the mid-point of the Olympics, most of Britain felt a warm sense of achievement. If I’m honest, being a nation of… Continue reading 5 learnings from British success at the Olympics