20 May 2022

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…

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25 Mar 2022

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?…

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21 Feb 2022

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‘. …

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10 Dec 2021

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…

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08 Sep 2021

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…

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09 Aug 2021

Even before we knew what a ‘lockdown’ was, people were talking about loneliness. In 2019, before the world was hit by the global pandemic, there were reports of a loneliness epidemic. In 2019, almost half of adults surveyed by YouGov reported feeling lonely at least a few times a…

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08 Jun 2021

Are the employees in your organisation ‘emotionally aware’? If they aren’t, then it’s time for a bit of an emotional education.  Professor Marc Brackett, a leading expert in emotional intelligence, explains: ‘Our emotions are an important source of information about what’s going on inside us’. From an evolutionary perspective, emotions…

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19 Apr 2021

There’s always a need for training. Because there’s always a need for employees to be learning new skills or information. The quality of  your training content is critical – it needs to be relevant, effective and engaging. But it’s the quality (and qualities) of the trainer that can make…

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24 Mar 2021

An understanding of personality can mark the beginning of behaviour change. But, with multiple tests and questionnaires out there, it can be confusing to know which personality model to pick. The Myers-Briggs Type Indicator (MBTI) is popular. Yet many experts in the field of personality psychology remain baffled as…

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16 Jan 2021

“To truly facilitate learning for others, trainers must understand their learners.” – Elaine Biech, The Art & Science of Training When it comes to training, having a firm grasp of the subject matter is essential. But you can’t effectively impart knowledge without understanding who your learners are and what…

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