Did you know that communication barriers can harm your relationships with friends, family and work colleagues? Relationship building relies heavily on communication, so you risk missing out on some significant chances to connect if you’re unaware of the dynamics at play. In fact, over 50 per cent of people…
How often have you stopped to consider equality, diversity and inclusion (EDI) in public transport? Did you know that in the 1960s people of colour weren’t allowed to drive buses? And as recently as the 1990s, buses and trains weren’t accessible to people with disabilities? In this article, we…
What are the skills and characteristics of a fantastic customer service employee? What does it take to survive and thrive in the role? It’s certainly not an easy gig – dealing with an increasingly demanding public, day in, day out. But it’s a role that’s valuable and highly rewarding…
If you’re looking to create a great experience for your customers, it’s well worth looking at the principles laid out in Matt Watkinson’s bestseller The Ten Principles Behind Geat Customer Experiences. Watkinson states that if you want to create a great customer experience, you need to: Reflect the customer’s…
If you want to change your life, you have to change your behaviour. And if you want to change the culture of your organisation, you have to change the behaviour of your employees. But how do you create the right conditions for the right behaviours to thrive and survive?…
We’re all obsessed with changing behaviour. Whether it’s at a personal, individual level (e.g. making a New Year’s resolution stick) or at an organisational level (encouraging the right behaviours in our employees). Changing behaviour is all about changing habits, according to James Clear, author of bestselling book ‘Atomic Habits‘. …
In our previous two blog posts we looked at the power of habits. We now understand why we’re creatures of habit and how habits can play a significant role in shaping organisational culture. In both articles we looked at Charles Duhigg’s habit loop involving the cue, the routine and…
The power of a crisis The global pandemic has created turmoil for many organisations. Undoubtedly, this is one of the most challenging periods in recent history. But it also presents an opportunity – crises can actually be valuable. “You never want a serious crisis to go to waste,” said…
‘All our life, so far as it has definite form, is but a mass of habits.’ – William James, 1892 Our habits are fascinating. Even more so, when times are uncertain and ever-changing. In the Power of Habit, Charles Duhigg defines habits as: “The choices that all of us deliberately…
During the first coronavirus lockdown last year, the government spent millions telling people not to use public transport. Understandably, people stayed home and stopped travelling on our buses and trains. Now, as we emerge from the restrictions brought about by Covid-19, how do we undo this message? How do…