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What to do when things go wrong

What to do when things go wrong? Last week’s eviction of Dr. David Dao from the United Airlines flight went viral. Not the kind of publicity that is welcome. Whatever the reason for the passenger being removed the whole episode proved to be a serious public relations gaffe that damaged share price as well as reputation. more »

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Listening is far more than hearing

Giving employees a voice is a recognised driver to increase employee engagement. People need to feel they can contribute ideas and improve things that aren’t working. Listening, rather than just hearing, is therefore essential.  Encouraging employees to give their views can be done in many ways. Here are a few: Annual employee surveys Appraisal interviews 1:1 more »

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The Science of Persuasion

Influencing others is essential in business. Whether in sales, design, management or anything else how we persuade others is key to our success.  So is persuading others an art or a science? Life is a negotiation. We can rarely, if ever, succeed by ourselves. Therefore it’s very important to understand the science of persuasion. Only more »

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How to make your New Year resolutions happen

Happy New Year! And welcome to the season for New Year resolutions. I expect that my local gym will be full and that lots of people will be watching not only their portion size but what’s in their portions too. Until at least February… Apparently most New Year resolutions fail to go beyond even the first more »

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Treating a complaint as a gift…

‘Your most unhappy customers are your greatest source of learning’ is a quote often attributed to Microsoft founder Bill Gates. How do you view and handle your complaints? Are you really using every opportunity to turn those ouch! moments in to wows! Can your complaints be those extra gifts you’ve be waiting for? Let’s face more »

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Leadership v management

Leadership versus management is a topic that is often discussed and debated on our leadership and management development courses. Which is the best? Are they the same? Does it really matter what you call it, so long as you are doing the right thing the right way? To raise and address these questions we often more »

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How to give a feedback sandwich with no bread…

Over time I have often come across the method of giving feedback using the sandwich technique. I think you’ll recognise this: something positive, something negative and then something positive. Although I appreciate the need to leave people feeling on a high and feeling motivated, I do question whether the so called meat in the sandwich gets more »

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The danger of the metaphor

We all know and appreciate the power of language. It is often said that the meaning of communication is the reaction you get. Language can be positive as well as negative. Language will often evoke emotion, both good and bad. Sometimes the issue is that what is good for us can be bad for others. more »

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How to make an exhibition of yourself

We’re in mid-summer. Looking ahead the autumn is on our horizon. Autumn brings the business conference and exhibition season. So now is the time for you to begin to plan how to make an exhibition of yourself and your company – for all the right reasons of course. You’ll want to Wow! your potential customers. more »

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