The business world’s equivalent of nails on a chalkboard Most of us have endured meetings where someone suggests we “drill down” on a topic or “take a deep dive.” And then there’s “ping me an email” or “let’s unpack that.” These phrases, which may have begun as shortcuts for…
A recent trip to the hairdresser prompted me to reflect on customer experience, and the true value of our time. It raised some important questions: How should organisations respond when customers express dissatisfaction with a product or service? Is a refund or redo enough to make up for lost…
Smartphones have become part of the fabric of modern life, but what toll do they take on younger generations’ mental health, focus, and ability to connect? Do they make them more anxious? Jonathan Haidt’s book, The Anxious Generation, explores how smartphone use and social media reshape childhood development and…
We all battle distraction, and lack focus, even the most driven among us. You might zone out mid-conversation or sit down to complete an important task, only to end up scrolling endlessly through social media. In Stolen Focus, author Johann Hari calls this an “attention crisis.” He highlights a…
Do you want to enhance your communication skills and handle difficult situations with confidence? Assertiveness lies at the heart of effective expression—it empowers you to speak clearly while respecting others. Whether you’re pursuing leadership training or looking to build your resilience at work, assertiveness can transform the way you…
Effective communication drives strong relationships, sets clear expectations, and resolves conflict. Mastering communication unlocks success at every level of the workplace, including as a motivator. Drawing insights from Mastering Communication at Work: How to Lead, Manage, and Influence by Ethan F. Becker and Jon Wortmann, we’ve captured key lessons…
‘The average human lifespan is absurdly, insultingly brief. If you live to be 80, you’ll have had about 4,000 weeks. But that’s no reason for despair.’ So says Oliver Burkeman in his phenomenal book, Four Thousand Weeks – all about time management ‘for mortals’. Burkeman explains that it’s only…
In the workplace, there’s a clear-cut difference between ‘hard’ and ‘soft’ skills. Hard skills are the technical, tangible ones: knowing a foreign language, graphic design, bookkeeping etc. Soft skills are abilities that combine interpersonal strengths, common sense, personality and people skills. Although harder to define, measure, quantify, and assess,…
In a world driven by technology and automation, it’s easy to overlook the human element in customer-centric. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience to new…
We have now reached the final part of our three-part series on communication strategies. You can read the previous two articles about communication roadblocks and active and reflective listening on our blog. Today, we will explore healthy confrontations and how to practice them. And yes, you read that correctly:…
