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Leadership, motivation and employee engagement in organisations
Creating memorable customer experiences
While most managers appreciate the importance of Emotional Intelligence (EI) to performance at work, few realise that numerous studies have been conducted analysing the benefit that employees high in EI bring to the company in terms of ‘hard numbers’ .
Emotional Intelligence is the ability to understand emotions within yourself (‘Know Yourself’), to enhance your ability to choose the emotions that are most positive and useful in any situation (‘Choose Yourself’) and then be able to apply these abilities to be better able to fulfil your talents interpersonally (‘Give Yourself’).
Almost every company of 100 employees or more has a Human Resources department.
Yet, over the decades, the role of the HR function in companies has changed. As HR Departments evolved from ‘Administration’, to ‘Personnel’, to …
Stress is a ‘silent killer’ with numerous symptoms.
If you have time over the Thai holiday it’s worth taking a few moments to read this article with 9 useful tips on overcoming stress.
Or why not consider …
Working with over 2,000 sales teams in numerous countries, using both qualitative and quantitative interviews and assessments, Derek Gatehouse knows a thing or two about sales teams.
His book, The Perfect Salesforce, is a great summary …
Yesterday featured a talk by the ever-effervescent Carlos Ghosn at the Sasin Graduate School of Management.
As we have come to expect from Mr Ghosn, it was a great talk, lively, with some probing questions from …
Are your service complaints getting through?
If not, it could be because your front line people are treating customer complaints not as an opportunity, but as a threat.
Research conducted by the customer service company TARP has …
Great to see our article Encouraging the Heart featured in the latest issue of the Big Chilli magazine!
If you didn’t catch the article, we’ve uploaded a pdf of it here
