Are they listening – or playing Catchword Bingo?

Like many I’m an inveterate people-watcher, but as a soft-skills trainer I have an extra level of professional fascination, particularly when it comes to watching those in customer service roles.

On the first morning of our Xmas fly-and-flop getaway, our holiday rep gathered us all together, to do what holiday reps are paid to do – make us feel welcome, answer our questions, and . . . → Read More: Are they listening – or playing Catchword Bingo?

Building Engagement Brick By Brick

This past month has seen a lot of Lego building.  No, not at the weekends, not as de-stress therapy, but as an integral part of my working day.

I was asked to run a series of workshops for a medium-sized organisation (around 75 staff) to boost employee engagement, and to provide an opportunity for everyone to examine and discuss the internal issues that were . . . → Read More: Building Engagement Brick By Brick

Set your phone to 'stun'

Right up to the moment it all went wrong, I had been feeling pretty pleased with myself. Because it had been a really tough brief, yet it all seemed to be going so well. I had been asked to create an experiential workshop on customer care, and deliver it, solo, as a participatory session for 140 delegate from my local PCT! I had serious . . . → Read More: Set your phone to ‘stun’

Hearts and Minds

I am currently working as an associate to another training company, which is helping one of our major utilities with a massive IT rollout.  The new system, which is costing hundreds of millions of pounds, will replace a host of incompatible and crumbling legacy systems, some of which date back more than 20 years, with a modern, streamlined, fit-for-purpose corporate platform.  The change and . . . → Read More: Hearts and Minds