17 April, 2017

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 publ...

25 March, 2017

Listening is far more than hearing

Listening is a key part of employee voiceGiving 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 theref...

18 February, 2017

Higher levels of employee engagement boost customer satisfaction

This headline is a direct quote from the UK Customer Satisfaction Index (UKCSI) published by the Institute of Customer Service (ICS) in January 2017. This report goes on to say that a 1 point increase in employee engagement is likely to give a 0.41 point...

29 January, 2017

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 ourse...

31 December, 2016

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...