Why is customer service no longer important?

istock5_490
All the companies I talk to at the moment report that things are quiet or slowing down or  not looking too good.  So it seems to me this is the best time to be considering training while the staff have some time on their hands.  And not just any training but customer service training.  When companies run into problems the staff start to get concerned. They start to keep an eye open for other jobs ...
Read More

Do you put off writing reports?

hands-1369316__180
I was reminded this evening while working with my CIPD HR Practice students how many people find report writing arduous and scary. The trouble is very few of us are formally taught the skills of writing reports or indeed, assignments. We are however expected to 'know' how to communicate effectively in writing in a business style. For those people who learned English in the seventies and eightie...
Read More

What exactly is Assertive Communication?

board-939244__180
I run a number of Assertive Communications workshops for a group of hospitals in London.    The purpose is to encourage staff to recognise the dangers inherent in people behaving both agressively or passively in a hospital setting. It is of course just as damaging for commercial organisations as well. Someone once said  Assertive Communications can be defined as: Making your point without maki...
Read More