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Prioritisation skills for customer service managers – 6 questions to ask in times of challenge

One of the most valuable skills you can have as an effective customer service manager is the ability to differentiate between what you can control and influence, and to accept that sometimes you need to move on in order to achieve the best outcomes. This is especially true when operating under pressure. As we connect […]

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Management Development – Five steps for maximum engagement in training

Managers who are fulfilled and successful in their jobs are, as we know, happier, healthier, and more likely to drive productivity and exceptional results. Organisations that take the development of their managers seriously will provide ongoing learning and development to build both skill and engagement. When delivering Management Training Programmes across multiple sectors, we have […]

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How to create a management powerhouse through effective management development training

Great managers at all levels of business should be the driving force to build a high-performance culture that delivers happy, healthy and highly productive teams. When a powerhouse of confident and effective junior and middle managers is in place, amazing things happen, and senior leaders can look on with a sense of admiration and pride […]

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How effective are your managers?

In our experience, outstanding managers demonstrate an innate ability to influence and inspire their teams through strong, high trust relationships and a shared commitment to the company’s vision and purpose. At the heart of truly inspirational leadership is a powerful inner belief and strength to be optimistic and solution-focused, supported by a deep understanding of […]

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Collaborative Listening – the key to effective communication

As professionals, we understand that good listening skills enable us to form meaningful relationships and connections that are founded on trust and collaboration and result in positive, highly productive outcomes. Sometimes, amidst constant communication and our efforts to keep the plates spinning, the need to put conscious effort into our listening skills slips under the […]

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How to maximise the value of internal feedback

In a recent article, we looked at ways in which Customer Service teams can deal positively with customer feedback and complaints, and how we can use these opportunities to build strong relationships and customer loyalty while also improving our service. Being equipped with the skills and confidence to enable us to give feedback positively and constructively to […]

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Six steps to confident conversations for managers and teams

Being confident and positive in our conversations with colleagues, customers, suppliers and stakeholders will ensure we are able to manage every situation that comes our way in a constructive, appreciative and empathetic way.  This will reap dividends for everyone concerned; being able to manage any conversation we have at work efficiently and appropriately will ensure […]

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Long term planning for successful collaboration across a hybrid workplace

It’s clear we are seeing a permanent shift towards hybrid working in the aftermath of lockdown when employees showed they can be equally as productive whether working from home or in the office. According to the Office of National Statistics, 85% of employees polled would now prefer the flexibility of a blended, hybrid approach, with […]

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How company values can offer a guiding light through transformational change

… Accountable … Collaborative … Innovative … Respectful … Inclusive … Honest … Trusted….Committed … Caring … Considerate … Creative … Professional….   Underpinning any transformational change programme will be the organisation’s values and purpose which can be powerful catalysts for employee engagement and buy-in to that change. When our values are well defined, relatable and believable, […]

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Three steps to excel in written communications

Consistent, effective written communication is a key foundational skillset for everyday internal and external business documents and directly reflects your company’s overall ethos and values. Clear, incisive correspondence improves company culture while demonstrating to everyone that your business values clear communication and professionalism. It can help people to understand their respective roles and responsibilities as […]

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