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culture

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top tens

being resilient

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

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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…

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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.

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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.

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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….

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deckchairs on the titanic
storytelling

deckchairs on the Titanic

Even though the Titanic was sinking, stewards straightened the deckchairs and the band played on. Why? Apparently, attitude is everything, and can easily hijack reason and rational decision making…

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the fisherman
storytelling

the fisherman

Building a shipping fleet, or mending nets? Which is it to be? A tale of two different cultures, and what constitutes success.

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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.

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finding the lever
storytelling

finding the lever

How understanding someone’s key motivation and drivers can help convert repetitive failure to instant success…so focus on what they want, rather than just what you want…

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the barometer
storytelling

the barometer

Why creativity and invention may not be supported under some cultures – another example to support Sir Ken Robinson’s case for ‘Do Schools Kill Creativity’

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top tens

positive mental attitude

Be mentally where you want to be… It’s all in the mind… 10 tips to help you transform you attitude and create a positive outlook.

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articles

every cloud… the upside of lockdown

No one would have wished for coronavirus and its terrible effects…but there have been unforeseen consequences that are positive and valued. This research article identifies many of them…

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which service are you interested in?

*online booking is available for half day workshops only. If you are interested in customised length or content, please get in touch and we’d be happy to help.

Live Poll - Mitsubishi - 06/21 - Lift Off

Group

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…