I often hear in discussions on leadership a question asked of another “So what kind of Leader are you?” Populist leadership appears to having its moment in politics with “I’m just like you and it’s us against them”. But (certainly since the demise of workers unions) there is less of that in organisations. More than … Continue reading Leadership
Active Listening is one of the key skills of Encoding and combines with feedback to maintain that all-important Communication loop. Active Listening method operates as a group and is: Mirroring : Reflecting back feelings. Saying what you think the other person feels. For example, one of your team comes up to you looking angry. You … Continue reading Active Listening!
Signposting As Europe and the UK restart negotiations on Brexit, perhaps both sides will use signposting as they pick their way through complex agreements. Successful persuasion, like all aspects of negotiation, requires clarity in communication and a technique much used by skilled communicators and negotiators is Signposting. As the name suggests, it lets the other … Continue reading Signposting
Selling Success! Remember who’s in charge of the sale. It’s not you. Sorry about that, but selling is no longer about getting customers to do what you want, to follow your lead––or to buy what you want to sell. The customer is in charge today and this requires listening and patience. Make the phone ring. … Continue reading Selling Success
Customer Management in 60 Seconds! A quick guide …. Know who ALL your customers are – those outside the company who buy your products and services and colleagues who help to produce or deliver them. You can’t manage the one without the co-operation of the other. Successful managers are emotionally intelligent – knowing their … Continue reading Customer Management in 60 Seconds
Looking for a job can sometimes feel like a daunting and stressful process. If you are looking for a job, here are some tips which may make the search a little easier. Who are you and what have you got going for you? We know your CV will be an effective document if it summarises … Continue reading How to Get That Job!
10 Tips on Performance Turnaround There are lots of costs and risks of failing to deal with under-performance or conduct issues. Here are some tips on performance turnaround which may help minimize these risks. Don’t Procrastinate Act Now. If you are unhappy with performance, act while it can still be turned around. No surprises. Letting … Continue reading 10 Tips on Performance Turnaround
Customer service is now a big issue with businesses around the world and right next-door. Why? Well, there is barely a product or service which nowadays cannot be copied or replicated in double quick time – given patent laws (and how much lawyer you get for your pound). ‘Me-Too’ productisation is now perfectly acceptable as … Continue reading How can we deliver exceptional Customer Service?
Want to brush up your skills and be a great meeting participant? Here are some top tips: We will be mainly..? If you haven’t been sent an Agenda – ask for one! On the same page? Circulate any information that people need from you beforehand. Why me? We all like to be invited but sometimes … Continue reading How to be a Great Meeting Participant
How do firms carry on developing people when times are hard and sales and profits are hard to come by? It is only natural that firms look closely at how they can make savings. All too often this will include cutting training budgets, but in my view this is a short-sighted move, which can put … Continue reading Developing People in Tough Times
Why is talent management so important? Talent management is very important for a number of reasons. Talent Management is about people – without people your organisation would not exist. It’s also the biggest investment in an asset an organisation makes year in, year out (check out your annual salary bill). You have to understand where … Continue reading Do I Need to Manage Talent?