27 April, 2021

The Benefits of Negative Feedback

Negative feedback. Constructive feedback. Corrective feedback. Developmental feedback. Whichever name you give it, giving a team member the opportunity to improve should be welcomed and not avoided. Here's how to go about it.

26 March, 2021

What to say when handling customer complaints

The journey that our customers make can be troublesome and have lots of touch points that potentially could go wrong. No matter how slick our processes, no matter how good our products and services may be, there is always a risk that something somewhere goes wrong. In summary, an intended wow! becomes an ouch! So how do we handle complaints when things don’t go according to plan? What can we say that will help solve the situation?

27 February, 2021

Become a coach rather than a critic

For those organisations who want a work culture where their people are truly engaged and focused on doing their best for themselves and their customers, then coaching is the way forward.

24 January, 2021

Just Because You Can Doesn't Always Mean You Should

Last January I delivered a keynote training session to a group of young managers from a wide range of companies and organisations. The session was called The Only Way Is Ethics and challenged thinking on a number of issues (you may even call them dilemmas) that they may face in their careers as business leaders. One year on, I’d like to challenge you views on what being an ethical leader really means.

03 December, 2020

Managing Conflict at Work Positively

How well do we identify our conflict triggers and manage conflict in a positive way? You probably observe more negative ways of handling conflict than examples of when it being handled in a constructive way.