News

What happens to your voice when you get nervous?

Imagine going for a job interview and the employer sitting across from you is truly intimidating. He’s big, bold, loud, and mean-looking. What might this do to your confidence? To your mannerisms? To your way of speaking?  A recent study has found that men and women...

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Phone calls are so last century …

We’re working on an excellent project just now.  Without revealing the client name - they prepare 16-19 year olds for a career in either the military or civvy street.  They achieve this through a mix of boot camp and classroom training.  91% of their learners go on to...

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“What this job needs is teamwork …”

"... and that means you do everything I say …" My favourite quote from Charlie Croker (Michael Caine) in the original “Italian Job” - and it illustrates perfectly the dilemma faced by every manager and leader.  (Crooked or legit). Creating Teamwork: the job of a...

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‘Death by PowerPoint’ …

... and how to avoid it Putting together a slick presentation or training pack is an art-form in itself.  As delegates’ expectations rise, so do the demands on the presenter’s prep and design time.  And yet we still see examples of the dreaded ‘Death by PowerPoint’ …...

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Am I their Manager or their Leader?

Management is the easy bit … handing out tasks, telling people what to do and how to do it, and managing their performance.  Easy peasy … then why do so many managers feel like they’re failing much of the time?  And why do some find it difficult to know the...

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Your most over-worked, yet under-utilised resource …

I began my career in the Contact Centre industry ‘on the phones’ at Programmes Limited (now part of the Dimension Data Group) in early 1983.  Steam-driven phones, no computers, A4 call-record sheets – we were living the dream. I spent 18 months phoning, and by one...

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The Curious Case of the Missing Hot Dog and The Lone Bun

A tiny incident occurred on Sunday, which I’d like to share.  For me, it shed a sliver of light on the ever-recurring topic of 'Communicating about Change'. A very dear friend took me (Life-Long Arsenal supporter) and his Dad (Life-Long Crystal Palace supporter) to...

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