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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According to recent research from McKinsey, 75% of US consumers tried out different stores, websites or brands over the past 18 months. 60% of those consumers expect to stick with those new options. As I have mentioned a number of times, it is even easier for customers
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When you call a business, you will often hear the following: “Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times that I’m sure we are all used to it. So why do companies record calls from customers? Companies
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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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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 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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In retail one of the toughest gigs is that of a store manager. Not only are they responsible for their own and team’s performance, they are also responsible to achieve store targets. Throw in the need to keep customers happy as well as implement various initiatives from
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The documentary series “The Last Dance” was a big hit in 2020 as it told the story of how Michael Jordan played a massive part in leading the Chicago Bulls to six NBA titles in eight years. It was a very interesting insight into the man himself,
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Having been in a training role for 25 years plus, and trained well in excess of 30,000 people, one of the key success factors that comes through strongly as a positive trait is the ability to be coachable. When team members are coachable, they are always open
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