Video:
Mind the (Performance) Gap
This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close it.
Videos
A range of short videos, all relevant to L&D, management and personal development… If you like to learn by watching, don’t forget to subscribe to our Youtube channel.
Video:
Alignment
This video addresses how aligned any staff member is with their organisation's practice and values - and what either can do about it if that happens....
Video:
Customer Satisfaction Triangle
The triangle identifies and links three key factors that together make the most impact on customer satisfaction: service, support and staff...
Video:
Consequence Assertion
The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
Video:
The Everest of Excellence
This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.
Video:
Body Language
How would you use your body language to create a positive impression?... Our tips on how to improve your communication skills through the effective use of body language.
