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- Frontline Customer Service
- Delegation
- Performance Management
- Wellbeing
- Values
- Time Management & Prioritising
- Thinking on Your Feet
- The Power of Language
- Teamwork
- Stress Management
- Strategic Customer Service
- Storytelling
- Soft Selling Skills
- Resource Management
- Resilience
- Report & Business Writing
- Reflective Practice
- Recruitment & Selection
- Problem Solving
- Presentation Skills
- Positive Workplace Relationships
- Performance: Managing Poor Performance
- Partnerships
- No Tech Project Management
- Negotiation Skills
- Leadership
- Management Styles
- Mentoring
- Managing Uncertainty
- Managing Overload
- Managing Effective Meetings
- Job Applications & Interviews
- Interpersonal Communication Skills
- Influencing Skills
- Growth Mindset
- Feedback (Giving & Receiving)
- Facilitation
- Emotional Intelligence
- EDI
- Decision Making
- Customer Service: Challenging Behaviour
- Creativity & Innovation
- Clean Language
- Changing the Workplace Culture
- Challenging Conversations
- Behavioural Science ('Nudge Theory')
- Coaching Skills
- Assertiveness & Influencing
- Appraisal & Performance Reviews
- Personal Effectiveness
- Organisational Design & Development
- Management Foundations: People Management Skills
- Assertiveness
- Change Management
- Creating a Learning Culture
Resources
- The Tea and the Stick
- Effective Delegation
- Development through Delegation
- Spending Money & Keeping the Change
- Hotel Video
- Entrepreneurship & the CRATE experience
- Urgent vs. Important
- Learning How to Learn
- Managing Meetings
- Time Management
- Tackling Negativity
- Building Rapport
- Being Resilient
- Being Persuasive
- Stress Management
- Releasing Stress Sensibly
- Learning from Mistakes
- Stop Beating Yourself Up
- Influencing Skills
- Breaking the Spiral of Negative Thinking
- Thinking on Your Feet
- Thinking Frames
- What's Stopping You...?
- Courageous Love
- Changing Habits
- People on an Airfield
- Nudge Theory
- Negotiation Tactics
- Arm Folding
- Negotiation Skills
- Finding the Lever
- Motivation
- Networking
- Self Management
- The Formula for Success
- Traps for Busy People
- Icebreaking Techniques
- Incentivising Yourself
- Boosting Memory
- Creative Thinking
- Coaching Models
- Coaching Skills
- Added Value Language
- Receiving Feedback
- The Prioritisation Pack
- Giving Feedback
- Multiplication Rap & a Bee
- Challenging Conversations
- Managing High Performers
- Managing Poor Performance
- Searching for a Van
- Performance Management
- A Small Problem of Size
- High Impact Language
- Hold That Call
- Management Styles Triangle
- CC: 3 Key Factors
- Choose Your Response
- The Everest of Excellence
- Consequence Assertion
- Customer Satisfaction Triangle
- Alignment
- Mind the (Performance) Gap
- LSA
- Customer Service Grid
- Sorry, Glad, Sure
- Saying 'No'
- Estimating Durations
- Discipline & Time Management
- Brick, Splash, Bucket
- Body Language
- Provocation Response (Ownership)
- Hearst Castle
- Fruit, Postcard, Keyring
- Roles & Responsibilities
- Writing Effectively (in plain English)
- Report Writing
- The Power of Difference
- Culture Shift
- The Checklist Manifesto
- Great At Work
- Ways of Seeing
- If I Understood You Would I Have This Look on My Face?
- Nudge
- Toxic
Quotes
- The major factor in whether people achieve…
- The meaning of life is to give life a meaning
- The eyes are useless when the mind is blind
- Some people fail standardised tests because they don’t have…
- Most people do not see their beliefs… instead their beliefs…
- No one rises to low expectations
- Time will stretch to accommodate what we cho…
- You can’t stop the waves, but you can learn h…
- You aren’t failing until you start to blame.
- We do not learn from experience… we learn from re…
- The more reflective you are, the more effecti…
- Things which matter the most should never be at the m…
- The single biggest problem with communic…
- If life were predictable it would cease to…
- Open your arms to change, but don’t let go of you…
- I hear and I forget. I see and I remember. I do an…
- Fall down seven, get up eight.
- They didn’t think they were falling, they though…
- Start where you are. Use what you have. Do what…
- Happiness is the only thing that multiples…
- If you can’t explain it simply you don’t und…
- Don’t ask for it to be easy… ask for it to b…
- Persuasion can go through obstacles that forc…
- Success is not final. Failure is not fat…
- Success in management requires learning as fas…
- Uncertainty is an uncomfortable position, but certa…
- You want to be a hero… learn to create certaint…
- If it isn’t working, change something.
- Uncertainty is the essence of life… and it fuel…
- Being efficient without being effective is the d…
- Fall in love with uncertainty, and she will never cause…
- Innovation is the only way to win.
- The willingness to consider possibility r…
- If you can't measure it, you can't manage it.
- The purpose of art is washing the dust of dail…
- I am always doing that which I cannot do in order...
- Listening is being completely present to whatever…
- When nothing is sure, everything is possible
- I must be stupid.
- We need to talk
- Sometimes you have to speak… not to change the other person,…
- Sometimes it takes more courage to ask for help than to act…
- Someday is not a day of the week
- Silence can be more dangerous than challenging conversations
- Saying “look what you made me do” …gives your power to them
- Quiet people have the loudest minds
- Personal decisions are the leading cause of death
- Our greatest weapon against stress is the ability to choose…
- One of the greatest mental freedoms is truly not caring what…
- None of us is as smart as all of us
- No pressure. No diamonds
- Nine people can’t make a baby in a month
- Never let fear decide your future
- Mistakes are the portals of discovery
- Make words work hard and not hard work
- Live life the way you want. It’s your’s, not their’s
- Little things make a big difference
- Listen. People start to heal the moment they feel heard
- Let choice provide direction, not fear
- Learn to be comfortable with discomfort
- Leadership is not about titles, positions or flowcharts. It…
- Leadership is not about a title or a designation. It’s about…
- Knowledge speaks, but wisdom listens
- Your history does not define your destiny
- Your energy introduces you before you even speak
- You will not hear a message you are not willing to receive
- You never know how strong you are until being strong is your…
- You never get a second chance to make a first impression
- You cannot influence from the outside
- You cannot hang out with negative people and expect a positi…
- You can’t base your life on other people’s expectations
- You can do anything… but not everything
- You are not everyone’s cup of tea – and that’s OK…
- Write to express, not to impress
- Who do you want to be… a prisoner of your past, or a pioneer…
- When you talk, you are only repeating something you already…
- When you repeat a mistake, it is not a mistake any more… it…
- When you hear hooves… think horses, not zebras
- When we avoid difficult conversations we trade short term di…
- When the learner is ready, the tutor will appear…
- When the facts don’t fit people’s preconceptions… people get…
- When someone tells you it can't be done, it's more a reflect…
- When in doubt, say no… don’t let your mouth overload your ba…
- When I get a headache I take two aspirin and keep away from…
- When coaching… make sure they know who is important, whose v…
- Whatever you believe, you give yourself permission to achiev…
- We’re not in a world of information overload…we’re in a worl…
- Values reflect what is important to the way you live and wor…
- To change your life you have to change yourself… to change y…
- They laugh because I’m different. I laugh because they’re al…
- The world is changed by your example, not by your opinion
- The standards we walk past are the standards we accept
- The pessimist complains about the wind… the optimist expects…
- The mind is everything… what you think you become
- The less people know, the more stubbornly they know it
- The first five days after the weekend are the hardest…
- The biggest communication problem is that we don’t listen to…
- The best way to get something done is to begin
- The best time to plant a tree was 30 years ago… the next bes…
- The best teachers are those who show you where to look but d…
- The best apology is changed behaviour
- Take a deep breath it’s just a bad day, not a bad life
- Suppressing challenging emotions doesn’t work; they always f…
- Stay positive, work hard, and make it happen
- Speak… so that others will listen. Listen… so that others wi…
- Sometimes, the way you think about a person isn’t the way th…
- “I don’t have time”… is the grown up’s version of… “the dog…
- A joke is only a joke if both people think it’s funny
- All we have is this life… so make it what you want
- Appreciate now, in the moment, rather than later, in regret
- Attract what you want by being what you want
- Blame circumstances or make decisions
- Coaching unlocking someone’s potential to maximise their gro…
- Continuous improvement is better than delayed perfection
- Courage is being yourself every day in a world that tells yo…
- Decide that you want it… more than you are afraid of it
- Do it now. Sometimes later becomes never
- Do not follow where the path may lead, go instead where ther…
- Do what matters most
- Do what you LOVE what you do
- Don’t expect to see a change if you don’t make one
- Don’t let anyone stop you from being the best person you can…
- Don’t surrender all your joy for an idea you used to have ab…
- Don’t let what you can’t do get in the way of what you can d…
- Either find a way - or make one
- Every improvement is a change… but not every change is an im…
- Everyone comes with baggage. Find someone who cares enough t…
- Fear is not your enemy… it is a compass pointing to areas wh…
- Getting things done is about being appropriately engaged wit…
- If it doesn’t challenge you it won’t change you
- If work isn’t fun, you’re not playing the right game…
- If you are not willing to learn, no one can help you… if you…
- If you don’t have a strategy – that’s your strategy
- If you don’t heal what hurt you, you’ll bleed on people who…
- If you want your life to change, your choices must change
- In a society that profits from self-doubt, liking yourself i…
- Instead of aiming to be perfect, aim to be the best you can…
- Integrity choosing your thoughts and actions based on your v…
- It takes a huge effort to free yourself from memory
- It’s not what happens to you, it’s what you do about it
- It’s not who you are that holds you back… it’s who you think…
- It’s the possibility that keeps me going… not the guarantee
- It's not hard to make decisions when you know what your values are
- ‘Weird’ is just ‘Wired’ differently
- Be sure to put your feet in the right place, then stand firm
Episode
- Involving the Customer in Solving the Problem ('Hold That Call')
- 3 Ways to Encourage & Reward Stickability (Fruit, Postcard & Keyring)
- When Technical Expertise & Leadership Clash ('Hotel Video')
- What if Everything is a Priority? ('The Prioritisation Pack')
- Learning Strategies for Successful Change ('Multiplication Rap & a Bee')
- Feedback, Performance & Workplace Relationships ('A Small Problem of Size')
- Customer Service Excellence Through Empowering Staff ('Spending money and keeping the change')
- Vulnerability, Honesty & Being Human ('Searching for a Van')
- Creativity & Customer Service Excellence ('Hearst Castle')
- Giving & Receiving Blind Spot Feedback ('Courageous Love')
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