April 16, 2018
Customer service

How can you offer great customer service?

Easily! Especially with a few Key Steps I was recently reminded that customer service is not just about getting service ‘right’. It is just as critical to handle it well when things go wrong (and at some point – no […]
June 22, 2017
Mistake

The miracle of the mistake!

The miracle of the mistake! If you have attended one of my workshops and been on the receiving end of  feedback, you will know that I have developed a way of highlighting mistakes in the classroom without offending anyone. What […]
October 22, 2016
2016-10-10-what-does-the-e-in-pride-stand-for

Can you put the spring back into non-performer’s steps? (Part 4)

Positive, Recognise, Involve, D = ? So far, we have taken Key Steps to motivate others by creating a positive environment, recognising their efforts (rewarding where necessary) and inspiring through involving them in setting goals. This week we are going […]
October 22, 2016
2016-10-10-what-does-the-e-in-pride-stand-for

Can you put the spring back into non-performer’s steps? (Part 3)

Positive, Recognise, I = ? So far, we have used the first two letters of the word ‘PRIDE’ as a way to turn demotivation into motivation. How well were you able to create a positive work environment and then recognise […]
October 22, 2016
2016-10-10-what-does-the-e-in-pride-stand-for

Can you put the spring back into non-performer’s steps? (Part 1)

Can you put the spring back into non-performer’s steps? Yes, you can! One of the biggest challenges we all face when putting an employee on performance management is preventing them from becoming demotivated. The idea behind performance management is to […]