When we’re in a hurry we can take short cuts. Sometimes we can choose expediency over accuracy. It can be the same when we are communicating - even when we are not pressed for time - to get our message across. Whether in face-to-face meetings, by telephone, by email or any other method we can often miss things out. In fact, social media encourages us to act this way. Whatever communication method we choose it’s important to listen to what is not being said as well as what is being said.

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.

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?

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.

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.