The term seagull management means, a manager comes into work, looks for faults, makes lot of noise about the problems they have identified, dumps negative feedback over everyone and then leaves. The result leaves staff feeling upset, demotivated and having to pick themselves up to face the
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Most managers struggle to give feedback because they are never taught an effective way. Just by being promoted into a leadership role doesn’t mean that the ability to give feedback is bestowed upon you as if by magic. I learnt a fantastic quote when I spent two
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Many years ago, when I started my first job with a large multinational company, there was never any discussion about the companies’ purpose and where I fitted in. I very much turned up to work, did my job and went home, much like a number of employees
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I am often asked, when I facilitate our training course on how to effectively coach your team, how often should I be coaching my team. My answer is, well all the time! While said in jest as I know this is simply not possible, coaching your team
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I’m a huge fan of great customer service and being in the training game for over 25 years, it’s not hard to work out that I’m a massive supporter of investing in customer service training. Yet not everybody thinks that customer service training is worth the investment.
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One of the challenges why training is not transferred to the job is due to a lack of follow up when they return. Furthermore, ongoing follow up is required to ensure your team continue to put in place the skills they have learnt. Here are 3 powerful
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I have always admired Richard Branson and his business success as we all know is legendary. At the heart of his success has been his focus and single-minded commitment to have customer service as the key differentiator in all of his businesses. When asked about his success
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I have long been an advocate of providing and receiving feedback. Feedback is such a powerful tool that helps all of us to either keep doing what we are doing or looking at ways to improve. Without feedback, which is a basic fundamental of life, we would
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One of the biggest challenges I hear from frontline managers is having to give negative feedback to their staff. Most managers find this type of feedback confrontational so prefer to ignore it and hope it improves on its own. Sorry, this is not going to happen, in
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One of the most powerful steps a manager can do is to empower their team. And empowerment comes in many different variants and also at many levels. In a retail environment, having an empowered means they are better equipped to deal with customers in a positive way.
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