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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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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20 Nov 2021

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…

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27 Oct 2021

‘All our life, so far as it has definite form, is but a mass of habits.’ – William James, 1892 Our habits are fascinating. Even more so, when times are uncertain and ever-changing.  In the Power of Habit, Charles Duhigg defines habits as: “The choices that all of us deliberately…

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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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08 Aug 2020

Few things are more critical to an organisation’s success than having an engaged workforce. – Harvard Business Review, Nov 2018 When employees are engaged, they are enthusiastic, energetic and motivated. The result? Higher levels of job performance, creativity, loyalty and productivity; greater revenues and profits for organisations; higher levels…

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18 Jun 2020

‘Values help us define the person we want to be.’ – Dr Tasha Eurich Values play a key role in our professional and personal lives. Our ability to understand – and prioritise – our values can help us lead lives that have meaning. But the critical bit is having…

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