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 more than just a buzzword. Many companies claim to put customers first, insisting that every decision revolves around them. But how many truly live up to that promise? The daily drive to get things done often prioritises sales and product-focused thinking over customer needs, leaving good intentions…
Are you failing to connect in the workplace? Have you ever felt misunderstood? If so, you’re not alone. “Being misunderstood doesn’t mean you’re the issue… sometimes it’s the people that misunderstand you with all the issues” (unknown). All too often, workplace communication lets us down. Ineffective human-to-human connection leads to employees…
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! However, when it comes to our psychological needs, our desire for understanding and to be understood is key, and we’re certainly not going to argue…
