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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 […]

Take stock, act now and equip your people to flourish

The pandemic has been transformational in so many ways, and from our discussions across many sectors most people can identify and be grateful for at least some things that have changed for the better. There are undoubted demands on our teams from the myriad of changes in working patterns and practices that they have faced. […]

How to cultivate a high trust culture

Observing how people behave and speak with each other, their customers and suppliers provides a great barometer to gauge levels of positivity and trust in your organisation. As we know, trust is essential for organisations to succeed, thrive and deliver exceptional outcomes, while culture is played out by what people say and do every day […]

Two defining steps to support transformational change

The success of any transformational change programme is clearly contingent upon the engagement and buy-in from the people who will be a part of that change, and responsible for “living” it moving forwards. It’s our experience, from years of working alongside organisations on change management projects that there are two defining steps you can take […]

Three ways to use language to improve customer collaboration

The goal of any customer service professional is to ensure their customer is happy and receives a positive outcome. Demonstrating that you want to make a difference is a vital mindset for delivering excellent customer experiences and, along with the right behaviours and communication skills, can drive huge improvements in customer satisfaction levels. So, what happens when […]

Building strong customer relationships – acknowledging feedback in the right way

As we move through 2021, there is a clear opportunity to transform the way organisations provide service to their customers. Customer service leaders across all sectors have responded with exceptional resourcefulness to rapidly changing circumstances. Often, with challenging situations come excellent learning and insight, and we do not doubt that the pandemic will leave a […]

The power of an optimal mindset

Our mindset is at the heart of everything we think, feel, say and do and impacts every aspect of our personal and working lives. It’s a framework that can shape our response to every situation that comes our way and drives our interaction and relationships with others. Every waking day, our mindset has the capacity […]

Building stronger relationships in the workplace

“Coming together is the beginning. Keeping together is progress. Working together is success.” Henry Ford When talented people with shared ambitions and a strong sense of themselves and others work together towards a common goal, amazing things can happen. They are able to complement each other’s strengths and weaknesses, build team spirit and eventually become […]

How to prepare your people to thrive through change

Organisational change can impact expectations, ways of working, policy, systems and process. So how can you ensure your people are well equipped to effectively handle and adapt to these changes, and that those changes really stick to deliver the outcomes you are looking for? It’s our experience that organisations that focus on preparing their people […]

Equipping your people to return to work with 100% commitment

The impending return to the workplace will present a mixed bag of emotions across the UK’s workforce, as well as unprecedented challenges for leaders looking to ensure a smooth transition to first class customer service and outcomes. Leaders can get a head start by putting structured plans in place to ensure everyone feels safe, welcomed […]