Resources
Managing Remote Performance
Apply this four-step management strategy to transform your company into a hybrid powerhouse and manage performance in a remote environment.
Why You Need to Create Productive Habits
With the myriad challenges modern workers must navigate, it’s easy to understand how quickly we can lose focus and feel overwhelmed with the daily workload. To help combat this is a helpful technique called laser focus.
Infographic: Are These Angry Customers Upsetting Your Staff?
It’s critical to first understand why an angry customer is behaving in a certain way, so your team can identify their type and then defuse a situation.
The Customer is Not Always Right
I’m sure we’ve all heard the saying that customers are always right. I’m pretty sure we’d all agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. The message in this phrase is not in its words, but really in its inferred, meaning and understanding
Why Have Angry Customers Increased and What Can You Do About it?
I think most of us would realise with the social stress increase over the last two to three years due to the pandemic and just the general life upheaval we’ve all experienced
Exemplary Direct Care Relies on 3 Key Things.
An equilateral pyramid is one where all sides are equal and there is a solid base. If one side begins to dominate or drops the ball then the whole structure changes and collapses.
5 Fast and Focused Tips to Manage Angry Customers
Less than 4% of customers will actually let you know they’re angry, and 91% will never return. To that end, here are five fast and focused tips to deal with angry customers.
The 7 Deadly Hidden Costs of Poor Customer Experience
What are the hidden costs to an organisation when they don’t get their experience strategy right? In this article, we’ll list the seven deadly hidden costs of poor customer experience, alongside a five point checklist of simple things you can do to improve customer experience.
The Remote Communicator
One of the biggest challenges when leading a hybrid or remote team can be the impact of communication. Here’s how you can become a successful remote communicator.
The 5 Must Know Communication Strategies to Ensure Hybrid Team Success
More and more organisations as they roll out their return to work schedules met with greater employees’ demands to support a flexible work schedule that suits the employee, not necessarily the organisation.
Leading the Exhausted Workforce – Is Your Team Suffering from Hidden Fatigue?
…whether we realize it or not, everyone is exhausted, and people are coping with the collective grief and trauma that was experienced on a global scale in that last two…
I didn’t intend to upset them! Find out why you did.
We would all have examples of a time we have intended to make someone laugh but the impact of our joke is hurt, anger and conflict. What started out as a light-hearted moment…
Going from Stress to Strength – Building Resilience in Times of Uncertainty
Is your team suffering from overwhelm, high absenteeism or turnover, ongoing tension, or low productivity? You may want to try our blueprint, which we call ‘clean up your MES’. It’s a good way of gaining some fresh perspective, and mapping out a strategy that will help you to increase team resilience.
Are You Too Busy? Create Positive Workflows Instead
Is the word ‘busy’ subconsciously impacting your thinking and productivity? Here are six ways you can create positive workflows.
Leading With Empathy
People need to feel valued, respected, and motivated by belonging to a work environment where they feel connected with a sense of purpose. Here’s how you can lead with empathy.
Angry Customers – How to Deal with Mental Illness and Substance Abuse Behaviours.
Dealing with this type of aggression falls under the category of unpredictable, meaning that unlike common aggression triggers, which the warning signs might be easier to identify, this type of customer may be triggered by other factors that stimulate their reactions and behavior.
Hybrid Managers Can’t Do It All – Or Can They?
After the pandemic, when companies and employees were forced to embrace the possibilities of flexible work, this was a watershed moment. It dramatically altered how and where work was done…..
Who Do You Think They Are?
Most of us know someone for whom life has been irrevocably changed by an event that is largely beyond their control; a divorce, an unplanned pregnancy, a pandemic…