Press Articles

The HR Director – Make Like A Crab – May 2015

28 May
May 28, 2015

            When budgets are tight and there’s little or no space at the higher levels within an organisation, how can the traditional career ladder possibly work?

The HR Director - Make Like A Crab (433.4 KiB)

Training Journal – Soap Opera to Train Techies – Feb 2015

19 Mar
March 19, 2015

           Processes and systems in customer service are meant to mean a more efficient and consistent experience for customers – but if they’re delivered without any emotion, customers can just end up feeling ‘processed’.

Training Journal - Soap Opera to Train Techies - Feb '15 (220.2 KiB)

The Edge Debate – March/April 2015

12 Mar
March 12, 2015

            Edge asks if coaching is a change with biggest potential impact – or is there something else you should be doing?

The Edge Debate (695.4 KiB)

Damaging cost of demoting people power – Raconteur
February 2015

28 Feb
February 28, 2015

           Employees can only deliver peak performance if they have the skills required to do so. In some cases this might be professional technical skills, but sometimes people have all the technical skills they need to do their job and lack the necessary people skills, such as the ability to work as part of a team or influence others.

Make your technically competent staff more customer-focused – HRZone – January 2015

28 Jan
January 28, 2015

           Critical to bringing about the required improvements was not only simplifying internal processes but also changing employee behaviour to encourage employees to choose, in real time, the most helpful customer-focused behaviour.


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