How to unlock your creativity in leadership
Leaders: need to get the creative juices flowing? Dannie-Lu Carr has a few simple pointers. As someone who steps up to the responsibility of leadership, it is worth remembering that an effective leader always empowers others and allows them to step up and step forward in order to get the best job done. All too […]
Video production tips: Setting
Colin Burgess, Head of Content at Video Arts, shares his latest video production tips. Video Arts specialises in video for learning and runs regular workshops for anyone who wants to make their own videos for learning. Learn more about making your own videos. Colin Burgess, Head of Content at Video Arts, shares his latest video production […]
Coaching models explored: VISTA
Tim Hawkes is back with another entry in this occasional series dissecting the industry’s popular (and not so popular) coaching models. I’ve written before in this blog about the uses and value of models in coaching, but I won’t apologise for repeating myself: Models are a great tool when coaching, particularly when you are fairly […]
TrainingZone interviews: British Safety Council’s Neal Stone
Health and safety at work is more important than ever. We interviewed the British Safety Council’s Neal Stone to find out why. Health and safety regulation has changed considerably in the past few years. How difficult is it to keep on top of these important changes? The regulatory requirements concerning workplace health and safety in Great Britain have undergone significant review […]
Video production tips: Lighting
Colin Burgess, Head of Content at Video Arts, shares more great video production tips. Video Arts specialises in video for learning and runs regular workshops for anyone who wants to make their own videos for learning. Learn more about making your own videos. Colin Burgess, Head of Content at Video Arts, shares more great video production […]
Coaching models explored: SCORE
Read this latest entry in Tim Hawkes’s occasional series dissecting popular (and not so popular) coaching models. In this continuing series exploring coaching models, some are widely applicable, some are more specifically ‘business’ oriented, and some – like the SCORE model – are perhaps best suited to working with an individual who is experiencing specific […]
Coaching models explored: STAR
Here’s the latest entry in Tim Hawkes’s occasional series dissecting popular (and not so popular) coaching models The STAR model The idea of working to a model is especially useful when starting out in coaching, as is often the case when an organisation starts to develop and build a coaching culture. It provides both focus […]
Video production tips: Framing
Colin Burgess, Head of Content at Video Arts, shares more great video production tips. Video Arts specialises in video for learning and runs regular workshops for anyone who wants to make their own videos for learning. Learn more about making your own videos. Colin Burgess, Head of Content at Video Arts, shares more great video […]
Coaching models explored: POWER
Here’s another entry in Tim Hawkes’s occasional series dissecting popular (and not so popular) coaching models. The POWER model The POWER coaching model owes much of its origins to gestalt methodology and uses the same gestalt to shape the coaching process. Perceive: Based on the present moment, perception is that to which you pay attention. In […]
How to avoid changes stalling in the difficult middle phase
When going through any change – be that changing an established organisation that is up and running or growing a business, you need to think about four factors that will make your change successful. Ian Coyne from Russell Reynolds Associates explains. The four factors of change How hard does what you are doing feel? What […]
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 […]
