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Pathway to thriving and success: building your team’s resilience 

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

5 Practical Ways to Thrive Through Organisational Change

Organisational change presents significant opportunities for growth, innovation and improved efficiency. It can also be a challenging experience for any company. Whether it’s a restructure, a merger, a shift in business strategy, implementing new values or behaviours or the adoption of new technology, change often brings uncertainty. Thriving through organisational change requires a proactive, optimistic […]

3 steps to bring your company values to life

A sincere and meaningful set of values distinguishes a company by clarifying its identity and uniting its people in a shared goal. Truly authentic values infuse an organisation with sound, fundamental beliefs, aligning what all customer service team members say and do to consistently portray the uniqueness of your brand. Organisations that have a clear […]

How to create a management powerhouse through effective management development training

Great managers at all levels of business should be the driving force to build a high-performance culture that delivers happy, healthy and highly productive teams. When a powerhouse of confident and effective junior and middle managers is in place, amazing things happen, and senior leaders can look on with a sense of admiration and pride […]

How effective are your managers?

In our experience, outstanding managers demonstrate an innate ability to influence and inspire their teams through strong, high trust relationships and a shared commitment to the company’s vision and purpose. At the heart of truly inspirational leadership is a powerful inner belief and strength to be optimistic and solution-focused, supported by a deep understanding of […]

Collaborative Listening – the key to effective communication

As professionals, we understand that good listening skills enable us to form meaningful relationships and connections that are founded on trust and collaboration and result in positive, highly productive outcomes. Sometimes, amidst constant communication and our efforts to keep the plates spinning, the need to put conscious effort into our listening skills slips under the […]

How to maximise the value of internal feedback

In a recent article, we looked at ways in which Customer Service teams can deal positively with customer feedback and complaints, and how we can use these opportunities to build strong relationships and customer loyalty while also improving our service. Being equipped with the skills and confidence to enable us to give feedback positively and constructively to […]

Six steps to confident conversations for managers and teams

Being confident and positive in our conversations with colleagues, customers, suppliers and stakeholders will ensure we are able to manage every situation that comes our way in a constructive, appreciative and empathetic way. This will reap dividends for everyone concerned; being able to manage any conversation we have at work efficiently and appropriately will ensure […]

How company values can underpin excellent customer service

Following on from our recent blog where we looked at ways in which company values can offer a clear pathway through transformational change, it’s equally important to appreciate the impact your values have on your team members and their ability to have more positive day-to-day interactions with customers and colleagues for consistently outstanding outcomes. When […]

Long term planning for successful collaboration across a hybrid workplace

It’s clear we are seeing a permanent shift towards hybrid working in the aftermath of lockdown when employees showed they can be equally as productive whether working from home or in the office. According to the Office of National Statistics, 85% of employees polled would now prefer the flexibility of a blended, hybrid approach, with […]