There’s a finding from CEB’s research, now part of Gartner, that I’ve never quite got over. Looking at what actually drives B2B customer loyalty, they found that 53% of it came down to the sales experience itself — more than brand, product and service delivery put together. It is…
Global employee engagement fell to 20% in 2025 — down from 21% the year before, and the lowest it has been since 2020. Gallup puts the cost of that disengagement at around $10 trillion in lost productivity, roughly 9% of global GDP. That’s a difficult backdrop for anyone about…
There’s a conversation you’ve been meaning to have. You’ve rehearsed it in the car. You’ve drafted the email three times and deleted it twice. You’ve told yourself you’ll do it after the next deadline, once things calm down, when the moment feels right. The moment never feels right. That’s…
We’re delighted to welcome Jon Stokes, one of Understood’s brilliant consultants and training facilitators, as this month’s guest blogger. A former actor and director, Jon combines strong commercial insight with deep psychological curiosity and more than 20 years of leadership and development experience. He brings a fantastic blend of…
Over the years, I’ve worked with many organisations and teams, and one thing has become crystal clear. When people understand themselves and each other through the lens of the Big Five, everything changes. Collaboration flows more smoothly. Communication becomes clearer. The day-to-day work feels far less stressful. Even small…
In the age of Teams, Zoom, and a never-ending scroll of social media, it’s easy to believe that we can build every business relationship online. It’s fast, it’s efficient, and in many cases, it works. But communication, real communication, isn’t just about speed or convenience, especially in business. It’s…
Communication without connection is just noise. Controversial, or correct? A growing number of corporate leaders are wrestling with this very question. From employee apps to internal newsletters, many companies are investing in tools to ‘reach’ their teams, but far less are investing in genuine connection. The result? People tune…
Stress Awareness Month appears on our calendars every April, but what really changes when it’s over? According to the Health and Safety Executive, work-related stress, depression, or anxiety accounts for over half of all ill health cases in the UK workplace. That’s not just a wellbeing issue, it’s a…
Have you ever sat in a meeting and hesitated to share an idea, afraid it might sound silly? Or kept quiet about a mistake because you feared the consequences? If so, you’ve experienced what it feels like to work without psychological safety. But what does psychological safety really mean,…
In today’s increasingly diverse society, the need for inclusive writing has been widely acknowledged, not only for Diversity, Equity and Inclusion (DEI) training, but as a vital component of effective communication across all sectors. When accessible language is prioritised, a more welcoming environment is created for all, regardless of…
