Resources
Infographic: Are These Angry Customers Upsetting Your Staff?
Famous Author, Steven Covey, told the story of a...
Managing Remote Performance
With the increase of hybrid and remote work models, it has become challenging to manage performance without the close observation that is easily done by managers and colleagues in the physical work environment. And some of the issues that might arise could be maintaining organisational standards, the ability to have trust extension, the productivity and motivation issues of individuals on the team…
The Remote Communicator
One of the biggest challenges when leading a hybrid or remote team can be the impact of communication. Certainly it can create some of the following issues, if not managed properly, and can be frustrating when you’re trying to move the team forwards…
Going from Stress to Strength – Building Resilience in Times of Uncertainty
If you’ve ever been in a team or your current team is experiencing some of the following, overwhelmed with their current workload, perhaps you notice a lack of forward planning, ongoing tension and conflict with other members, perhaps there’s been a high staff turnover or even above average sick leave, perhaps low productivity and morale or even incidents of insubordination, then these are all the telltale signs of resilience issues.
Why You Need to Create Productive Habits…
With the increase of hybrid and remote workplace challenges, sophisticated information systems and the high level of digital traffic that modern day workers must navigate, it is easy to understand how quickly we can lose focus and easily feel overwhelmed with the daily workload. Let me share one helpful technique called laser focus.
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
Leading With Empathy
When you look over the last 15 years, a lot has changed in the workplace. We’ve got the device driven digital world. The hybrid and remote workplace would be just two examples of that. When you look at engagement statistics, they still arrive at the same conclusions they always have.
The 7 Deadly Hidden Costs of Poor Customer Experience
In this current service climate, customer experience has never been under so much scrutiny and it’s critical to get it right. Service is different than experience. For example, if I went to the shop and ordered my coffee and I got it quickly and it tasted great and it wasn’t expensive, well that’s good service
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.
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.
5 Fast and Focused Tips to Manage Angry Customers
After doing some recent research on the subject, some things have come to light, and what we see now is the majority of customers have actually got a higher expectation of good service than they did pre-pandemic and with a greater demand for fast and accessible interactions
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
Are You Too Busy? – 6 Ways to Create Positive Workflow
I just wanted to bring a quick thought around creating productive habits. Now, let’s talk about the word ‘busy’ and how subconsciously, it could be impacting our thinking and productivity.
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…
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…..
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.
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…
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…