Do Your Customer Service Policies Show You Trust Your Employees? 5 Strategies to Consider.
Do your front-line employees have to get a manager’s approval for even the simplest, low-dollar merchandise return? Are you afraid that your customers will sneak one over your unsuspecting cashiers? Did you answer yes? Want some ideas to consider? Click this link.
Do You Trust Your Customers?
Our attitudes impact our behaviours. What if we assumed positive intentions on the part of our customers? How would assuming positive intentions impact and/or change how you approach your service delivery? Click this link to read more.
Can You Flex Your Service Style? Take This 8 Question Quiz
To what level of consistency does your organisation deliver Legendary Service? What level of consistent delivery of Legendary Service do you want your organisation to be known for? Click this link to read more.
Customer Service: The Importance of Sharing Stories
All companies will tell you that customer service is one of their top priorities. But what does great customer service look like in your organisation? Click this link to read more.
Survey Identifies Top 9 Most Important Customer Service Improvement Issues
New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues. Click this link to read more.
Are Low Customer Service Standards Costing You Money?
If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while keeping their eye on costs. Click this link to read more.
You Can’t Create a Culture of Service without Manager Support
You can’t create a culture of service without manager support. What does this mean to your organisation’s vision, goals and tasks? Click here to read more.
Want a Customer-Focused Company? Take Care of These 3 People
There are three groups of people you need to take care of if you are going to create a customer-focused organisation—but most companies only focus on one. Who are they? Click here to find out.
3 Ways Senior Leaders Can Improve Customer Service in their Organisations
Want to know three ways senior leaders can help create a culture of service in their organisation. Click here to find out.
Customer Service has To Be Everyone’s Business
Any single person in your company can make a lasting impression on a customer. With social media that single impression can be multiplied, exponentially, within hours. Click here to read more.
Customer Service: 3 Ways to Improve from a Learning and Development Point of View
“PEOPLE ARE NATURALLY LAZY” AND OTHER MYTHS ABOUT EMPLOYEE ENGAGEMENT
You may need to stop looking for different ways of motivating people and rethink your basic beliefs about human nature and disengagement. How do you spark innovation and true engagement in the workplace? Click this link to find out.
Don’t Underestimate Your Points of Power at Work—5 Places to Look
Position power is only one of five types of power we all have at work. What other types of power do you have access to? Click this link to find out.
Three Compelling Ways to Rethink Leadership Practices
If you are serious about improving people’s productivity, sustainable performance, creativity, resilience, risk-taking, mental health, emotional well-being, and positive physical energy, click this link for three ways to get started.
Moving Beyond Intrinsic Motivation
Individuals bring one of six motivational outlooks to any goal or task they face.Three of the outlooks correlate to positive, long-lasting, and consistent energy for getting a job done–and three don’t. Which one do you bring? Click this link to find out.
Finding Your True Motivation? Start by Being Bored! 3 Ways to Get Started
When was the last time you had discretionary time on your hands, wondering what to do with a gift of time where nothing was planned or expected of you? If it wasn’t yesterday, then click this link and read on.
Taking a Top-Down, Bottom-Up Approach to Leadership
Leadership works best as a partnership, with managers and direct reports working together toward achievement of company goals. It’s important to invest in both sides of the relationship. Click the link to understand why.
THE ONE MISTAKE MOST MANAGERS MAKE WHEN SETTING GOALS
The research shows that the best way to nip a bad habit is to replace it with something else. See 10 potential things to stop doing in the next year, and what to start doing instead. Click here to find out what they are.
Do These 3 Things and Increase Your Chances of Achieving Your Goals to 76%
Research conducted by Gail Matthews, a professor of psychology at Dominican University in California can help increase your chances of goal success from 43% to 76%.
Is a Hyper-Connected Work Environment Causing Bad Management Habits?
Is your communication driven by what needs to be done, fragmented and reactive? How does this work with providing direction, support and relationship building? Click here to read more.
Management as a Shared Responsibility?
Does your organisation see the primary responsibility for the performance management equation as being the manager’s sole responsibility? This article suggests that Leadership needs to be more of a partnership. Click here to read more.
3 Ways Leaders Can Improve Their Management Flexibility
For managers looking to increase their ability to offer direction and support for their people, senior consulting partner with The Ken Blanchard Companies, Ann Phillips has three key recommendations. Click here to read more.
Don’t Let Time Pressures Sabotage Your Management
People want to be better leaders—but they just don’t have the time. Raising concerns and determining skill levels ahead of time can save a lot of trouble and heartache down the road. Click here to read more.
Coaching Yourself—6 Tips from a Professional Coach
You can coach yourself to positive outcomes especially during an unexpected change, transition, or periods of uncertainty. Here are six recommendations that may help you. Click here to read more.
Dos and Don’ts for Dealing with a Disillusioned Direct Report
The right amount of direction and support for staff is not as obvious to managers as you might think. Here are some dos and don’ts for dealing with a disillusioned direct report. Click here to read more.
3 Steps in Coaching Toward the Truth
Coaches help clients recognise their personal truths, develop self-awareness, and have the courage to take positive risks. Click here to read more.
Stop Trying to Be Everything to Everyone—Making Distinctions between Managing, Coaching, and Mentoring
Managers who understand how to conduct useful management, coaching, and mentoring conversations can address the needs of their employees quickly and effectively. The challenge is knowing when each conversation is most appropriate. Click here to read more.
15 Questions to Ask Before Recommending (or Receiving) Coaching
Use coaching skills to enhance mentoring opportunities
A good mentor teaches knowledge and skills. A great mentor uses coaching skills to develop the team member into a self-reliant achiever. Click here to read more.
Is this common employee question killing performance in your organisation?
It is a question that can break down the hope of accomplishing something special together even if that something could benefit all of your team. Click here to find out.
Do Incentives Make You Fat?
Rewards and incentives are the fast-food of motivation–they give you a kick and then send your energy plummeting. Click here to read more.
The High Price of Money (a five-question happiness quiz)
Research supports the notion that money and happiness are related, but not in the way you might think. Click here to read more.
Motivation as a Leadership Competency: 3 Ways to Get Started
When leaders treat employee motivation as a strategic issue, they create a distinctive advantage that is not easily matched by competitors. Click here to read more.
THE REALITY ABOUT WHAT REALLY MATTERS AT WORK
Persistent focus on driving for result without emotional meaning may mean that you’re unlikely to get the business results that you–and those you lead–are seeking. Click here to read more.
“It’s Not Personal, It’s Just Business”—Where Do You Stand?
Research into employee motivation reveals employees need warm and supportive relationships that are balanced, rooted in fairness, and free from ulterior motives. What does this mean to your business? Click here to read more.
5 Ways to Help Improve an Employee Alignment Problem
Many employees have said that if they could design a job they really loved with their current employer, they would be much happier, “more motivated,” and more productive. So, here are some initial steps you can take if you are struggling to fix an alignment problem. Click here to read more.
Don’t Hold People Accountable—Do This Instead
Do you see your role as holding people accountable for results or helping them to be accountable? How can we change your focus from holding people accountable for results to looking at creating the type of environment where people will take on the responsibility for those results themselves. This article provides direction on how this may be achieved. Click here to read more
Guess What! You CAN Measure Motivation, and Here’s How!
Motivation has a big influence on how we go about our daily work–and our probability of success. David Facer, one of the principal authors of process and workshops says motivation is remarkably easy to measure. Click here to read more.
One Time It’s Better to Take Your Eyes Off the Prize
It may feel counterintuitive, but the key to taking action is to shift your focus from the actions on your list to the values linked to those actions. Follow the link to a three-step plan that will help you take authentic action. Click here to read more.
FOUR HARD TRUTHS ABOUT SELF LEADERSHIP
Self Leadership is about having the mindset and skillset to accept responsibility and take initiative, but the buck stops with you. Follow the link to learn some hard truths about Self Leadership. Click here to read more.
STEP UP AS YOU MOVE UP: 3 TIPS FOR NEW MANAGERS
Scott Blanchard once said "When you're the manager, YOU become the topic of dinner table conversation". This article gives some top tips to get you going as a New Manager. Use these tips to make the transition smoother. Click here to read more.
SELF LEADERSHIP—CHALLENGING ASSUMED CONSTRAINTS
Assumed constraints are beliefs that limit our experience. Challenging assumed constraints by flipping them into statements that lead to positive action is an essential mindset of a self leader. Click here to read more.
3 Self Leadership Strategies to Reduce Stress at Work
Looking for some relief? A little self leadership can result in less strain and more energy. Follow the link to find how.
New Research Underscores Benefits of a Self Leadership Culture
A new study conducted by The Ken Blanchard Companies with 1,300 people in managerial and non-managerial roles found important correlations between an individual’s identification as a self leader and positive work behaviours. Dr Susan Fowler's recent research provides a useful structure for sustaining such a culture - click here to read more.