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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! Ca...

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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 ri...

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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 h...

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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 w...

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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 o...