“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…
We’re currently developing video content for First Bus’s new driver training course: “Getting Home Safely”. This project has got us thinking more about safety and asking: How can we engage employees to behave safely? How can we use safety to inspire and encourage (rather than reprimand…
We’ve been inspired by a recent conversation with Roy A. Barnes, Customer Experience guru from Blue Space Consulting. His book Customer Experience 365 shares 365 nuggets of wisdom for delivering better customer service; that’s one for each day of the year. It’s all about consistency, according to Barnes. You need…
Alright, I admit it. This blog post is an unashamed excuse to talk about my new puppy, Paddy, and share a cute picture! But…three weeks into dog ownership – a totally new territory for me – something is becoming clear: when it comes to communicating with our four-legged friends,…
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…
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:…
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…
Okay, so the title might be a tad dramatic. Surely Maslow’s Hierarchy of Needs prioritises food, water and shelter? Yes, and quite rightly so! But as far as our psychological needs go, our desire for understanding is pretty key. And we’re certainly not going to argue with Oprah: “The…