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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
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
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
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

alignment

This video addresses how aligned any staff member is with their organisation’s practice and values – and what either can do about it if that happens….

open »
13th 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
videos

body language

There are a number of ways in which we impact on other people, and one of the major ones is how we display ourselves through our body language. This pod explores the variety of ways our face, gestures, and posture can make all the difference…

open »
6th December 2021
videos

consequence assertion

The five essential steps for dealing effectively with persistent and beligerent behaviour – a process that always leaves you, rather than them, in control…

open »
22nd November 2021
videos

standards, targets & excellence

This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.

open »
15th November 2021
videos

confidence

You are confident – that’s the truth. The trouble is, you may not believe it. This pod helps you recognise the truth, and develop ways you can increase both the range and depth of your confidence, and overcome any barriers that may exist to being more confident.

open »
8th November 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…