Coaching models explored: Introduction
In the first of a series of many, Unlimited Potential’s Tim Hawkes tells us about the myriad coaching models that are out there. Which one will pique your interest? Coaching, whether as a one-to-one transaction or as part of an overall coaching culture, is a learned skill, and the learning process often makes use […]
Tips for managing effectively
In today’s highly competitive business environment, being an effective manager requires a diverse set of skills. As such, if you have just been appointed to a managerial position or are currently serving as a manager and want to improve in this capacity, you should read the following from Alice Harrison. Managing your time To accomplish […]
The importance of personal presence
Whether you run a multinational or are about to make a crucial presentation, having a strong personal presence will ensure you are seen, heard, heard of and remembered for all the right reasons, says Sylvia Baldock. We have all come across people who possess a strong personal presence. They ooze confidence, appear comfortable in their […]
Funnelling Technique in Interviewing
Any type of interview is an opportunity to get information. The funnelling technique is a communication process to help ensure: – the right type of questions are asked – detailed responses are given – accurate notes of the responses are captured "Who questions much, shall learn much, and retain much" FRANCIS BACON Funnelling is a 3 […]
Questioning the TED way
Being able to ask good quality open questions is an essential skill in all jobs – from a manager helping a staff member with a performance issue through to a customer services assistant diagnosing a customer service problem. (I wish somebody would tell radio interviewers this when they persist in posing closed or leading questions!) […]
The Myths of Customer Service
Exploding the myths of popular customer service phrases. All credible until you look beyond the words….. 1. The customer is always right If they were we'd be out of business! Sometimes the customer has been mislead or misunderstood. So maybe the phrase should be: 'convincing the customer they were less right than they thought they were'! […]
Make the right choice in task management
Tasking: Take your choice Allowing demands on our time and dropping everything to react to a situation has consequences. We become victims to other people's demands and task management plans go 'out the window'. Sometimes we do have to react to a situation, particularly if it's for a customer or client. But at other times […]
Top 10 customer service quotes
Drawn from our Business Quotations Compendium, consisting of nearly 200 inspirational quotes. To receive a free copy, visit our web site. Use on training handouts, noticeboards, newsletters and campaigns. Here's our top 10 favourite customer service quotations. “Your most unhappy customers are your greatest source of learning" BILL GATES "A satisfied customer – we should have […]
Exceptional customer service – feel the love!
What differentiates exceptional customer service from good service? It could be to do with 'feelings' – how the recipient of service feels afterwards. If customers and clients walk away from an interaction with us with a warm, positive feeling then whatever we did is an example of exceptional customer service. In other words we 'delighted' […]
Coach others in recruitment interviewing via W.A.S.P. – buzz, buzz!
WASP is a popular model to structure a recruitment interview. We've converted the W.A.S.P. stages into a series of behavioural competencies. It can be used to self-assess when interviewing or use as a checklist to observe other recruiters' interviews as part of their coaching plan. Welcome – Settles candidate in (e.g. refreshments; permission to remove […]
10 Influencing and Communication Quotations
Use on training handouts, noticeboards, newsletters and campaigns. Here's our top 10 favourite influencing and leadership quotations………. “The most important thing in life is sincerity. If you can fake that, you have it made” WOODY ALLEN "I know that you understand what you think I said, but I am not sure you realize that what […]
Top 10 Inspirational Leadership Quotes
Use on training handouts, noticeboards, newsletters and campaigns. Here's our top 10 favourite leadership quotations………. “It is a terrible thing to look over your shoulder when you are trying to lead – and find no one there” FRANKLIN D. ROOSEVELT "It is better to lead from behind and to put others in front, especially when […]
Trainers tip: Mobile learning in the construction industry pt1
Tony Willson explains how effective mobile learning, thanks to wifi, smartphones and tablets, can be to the construction industry. The advantages of elearning Construction is an industry that relies totally on ‘people’ doing ‘things’ and so anything that takes a person away from their job, is a cost that can be massive in terms of […]
Disciplinary – it’s all in the preparation
The Employment Act 2008 places greater emphasis on the employer to ensure disciplinary issues are dealt with in accordance with new statutory procedures and guidelines. A.C.A.S. says: "Those responsible for using and operating the disciplinary rules, including managers at all levels, should be trained for the task". Prepare effectively and the manager is well on their […]
Managing Performance- it’s a matter of skill and will
To do a job 3 things are needed: the knowledge that underpins the job; the skill to be able to do the job and the attitude i.e. the will to complete the job to the standards required. So performance management boils down to 3 simple questions: Knowledge: Do they know what to do? Skill: Do […]
Ten tips to measure training ROI
Return on investment – that most tricky of things to quantify. Alan Garvey has a few pointers for the TZ community. If you can’t prove a return on your training programme – real learning that is adopted and applied — then you run the risk of having it cut back or even losing it. You may […]
Trainer’s tip: How to be productive with email
Is your inbox getting you down? It’s time to get productive. Graham Allcott kicks off 2012 with a another great Trainer’s Tip for the community. Keep your inbox at zero. Be clear on what’s coming in, which emails are putting pressure on your time and attention and what you need to keep on top of. By […]
Happy New Year
If you could have three wishes for next year, what would they be? These are mine… It can’t have escaped your notice that 2011 is very nearly over and 2012 is about to start. Traditionally this is a time of resolutions, turning over new leaves and discussing hopes for the future so in the hope […]
Trainers Tip: How to get in the zone
Are you having trouble focusing on work? Graham Allcott provides the community with another great Trainer’s Tip that could help you out. "I was already on pole position…I just kept going. Suddenly I was nearly two seconds faster than anybody else, including my team mate with the same car. And suddenly I realised that I […]
Trainer’s tip: How to take back control of your email inbox
Don’t let your email stress you out. Graham Allcott provides five top tips to take back control of your email inbox. We live in the information age, where information has never been so readily available. In fact, if anything it’s gone too far and most people these days are bombarded. David Allen, the author of […]
