Why do we make bad decisions even when we know we shouldn’t? Psychologist Dan Ariely shares a fascinating perspective on behaviour change in this recent TED Talk. Ariely explains that there are lots of things that we know we should be doing but we don’t do, e.g. exercising, eating…
The stories we tell ourselves are dangerous. In this fascinating TED Talk Lori Gottlieb claims: “The way we narrate our lives shapes what they become”. The way we talk to ourselves has the power to really mess us up. But we can use the power of our stories to…
The most resilient people are those who can mess up and bounce back. “Successful” people tend to be those who have the ability to recover and learn from failure. But yet so many of us fear failure. Perhaps it was how we were brought up, or the way we…
“I define vulnerability as uncertainty, risk and emotional exposure.” (Brené Brown) As a customer you can often feel vulnerable. To fulfil our basic (and advanced) human needs, we’re dependent on many products and services (e.g. food, travel, electricity etc.). And if our experience as a customer is stressful, we…
Our organisation’s values can be its most important asset. In our previous blog post we discussed how values can ultimately shape the destiny of our organisation. Let’s say we’ve come up with some amazing brand values. We’ve chosen words or phrases that really sum up who we are and…
“In order to solve any problem or achieve any dream, we must first make a change at the level of belief. Because when you change a belief, you change everything.” (Marie Forleo) Values are the fundamental beliefs that guide or motivate us; they determine: What’s important to us The…
We’ve all been there. We’ve been on the receiving end and we’ve (most likely) been an offender at one time or another. We’re talking about those conversations which feel disconnected because one person isn’t tuned in. Here are some telltale signs that the other person isn’t really paying attention:…
We’ve just delivered an absolutely terrific training course to a group of in-house trainers at First Bus. What an intensely energetic and action-packed four days that was! You can read more about the course in our case study. And because we’re brimming with excitement and ideas, we…
Customer-centricity is a buzzword. Companies often boast that they put the customer first; they insist that the customer is at the heart of every decision that they make. It’s a bold claim for an organisation to make and would probably not stand up to the test if interrogated further….
“Being misunderstood doesn’t mean you’re the issue …sometimes it’s the people that misunderstand you with all the issues” (unknown) Have you ever felt misunderstood in the workplace? All too often workplace communication lets us down. Poor human-to-human connection leads to employees feeling disengaged, dissatisfied and frustrated. Why? What are…
