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Blog Posts

resource library

Our growing library of free resources includes series such as stories, articles, top ten tips and videos.

Use the resource finder to look for something specific, or just browse the full collection.
videos

management styles triangle

There are a number of styles available to managers – so how do you decide which one to choose for any given situation? This pod explains the three key factors that together, are likely to determine you management style.

open »
7th April 2022
top ten tips - being persuasive
top tens

being persuasive

Of course, you may be too busy to listen to this podcast…but you’ll regret it if you don’t – since then you’ll never know how useful these top ten tips would have been…

open »
14th March 2022
top tens

being resilient

How to personally make the best of any difficult situation, and be better prepared for the next one…

open »
7th March 2022
top tens

building rapport

Here are ten top tips to help you build and maintain positive relationships with those you work or socialise with, quickly and easily…

open »
28th February 2022
top tens

nudge theory

How an understanding of human behaviour – how we act, and why – can help you ‘nudge’ people towards or away from particular choices and outcomes…

open »
21st February 2022
top tens

receiving feedback

The other end of feedback…all feedback is useful, if you know how to use it. This podcast will help you make the best of any feedback you receive…

open »
14th February 2022
top ten tips - giving feedback
top tens

giving feedback

How to decide what to say when giving feedback, and how to say it… So that the impact is positive and effective for everyone involved.

open »
7th February 2022
top ten tips - challenging conversations
top tens

challenging conversations

The three key factors that make conversations challenging, including context, the other person’s behaviour, and you – and your attitude. Also what to do about it – before, during and afterwards

open »
31st January 2022
top ten tips - influencing skills
top tens

influencing skills

How to create a positive impression, and build credibility, likeability and affinity: all key factors to help you build and deliver positive influence consistently and authentically over time.

open »
24th January 2022
top ten tips - time management
top tens

time management

Ten top tips to help you deal with key issues such as interruptions, emails, overload, deadlines, and opportunity costs

open »
17th January 2022
videos

sorry, glad, sure

When the customer has a complaint, you need a way of having a first response that’s helpful and reassuring; this three step process will help you achieve this…

open »
10th January 2022
the glass and paper cup
storytelling

the glass & the paper cup

Which is the quality product, and why? and who decides – the customer or the provider? And does fit for purpose depend on use and context?

open »
8th January 2022
videos

customer service grid

The customer service grid outlines the four key factors your organisation needs to get right to please and retain your customers – your core and ancillary services, and your standards and targets in each of these areas.

open »
3rd January 2022
all right
storytelling

all right?

A humorous example of language ambiguity, and the difference between experience and the meaning given to it – plus how lucky can you be!

open »
23rd December 2021
videos

mind the (performance) gap

This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close it.

open »
20th December 2021
videos

challenging conversations: 3 key factors

Why do conversations become challenging? There are three key factors that tend to be responsible = the situation, the other person, and yourself. This video explores these three factors…

open »
13th December 2021

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We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…