‘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…
How do you create impactful learning experiences for adults? For a learning designer embarking on the creation of any new training content, your aims are likely to be as follows: To create material that is genuinely helpful to learners To successfully share knowledge and/or skills…and… For the knowledge/skills to…
Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…
We’ve now reached the end of our three-part series on communication strategies. You can view the previous two articles on communication roadblocks and active and reflective listening on our blog. Today, we’ll discuss healthy confrontation practices. And yes, you read that right – ‘healthy’ and ‘confrontation’ are two words…
Welcome back to our three-part series on communication. In our last blog post, we talked about how our poor conversational habits (e.g. judging, sending solutions and avoidance) can create communication ‘roadblocks’. This time, we’ll discuss how you can improve communication by using active and reflective listening. Let’s dive into…
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 does it take to not just survive but truly thrive in a frontline customer service role? Working in customer service is no walk in the park. It involves managing increasingly high expectations and handling difficult customers daily. However, when you have the right mindset and skills, this role…
If you want to deliver brilliant customer experiences, start by understanding what really matters to your customers. Matt Watkinson’s bestselling book The Ten Principles Behind Great Customer Experiences is a great place to begin. At Understood, we believe in turning great ideas into real-world impact. These ten principles underpin…
If you want to change your life, start by changing your behaviour. If you want to transform your organisation’s culture, focus on changing your employees’ behaviour. So how do you create the right conditions for the right behaviours to take root—and stick? In last month’s blog, we explored why…
