Effective communication is essential for building solid relationships, setting expectations, and working through conflicts. Becoming a master communicator is the key to success in the workplace. Based on the book Mastering Communication at Work: How to Lead, Manage, and Influence by Ethan F. Becker and Jon Wortmann, we’ll share…
In a world driven by technology and automation, it’s easy to overlook the human element in customer service. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience 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…
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…
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…
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…
Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte There’s never been a more critical time for organisations to focus on human connection. In this era of turbulence and uncertainty, organisations must step up to the…