Leadership
leadership course... For those who would like to explore what leadership means – to themselves, to their team, or to the organisation.
Creating Excellence
Frontline Customer Service
frontline customer service... For anyone that wants to provide excellent customer service and wishes to start with individual responsibility for making a positive difference, leading to a more strategic view of comprehensive customer service across the organisation as a whole.
Reflective Practice
reflective practice... For anyone who wants to improve their own or their team’s ability to use reflection in a more routine, regular and disciplined way.
Performance Management
performance management training... For anyone responsible for managing the performance of others – and themselves – and who wants to learn clear and consistently effective performance management techniques.
Recruitment & Selection
recruitment course... For those involved in recruitment selection, and who want to get up to speed with existing good practice, and core tools and techniques.
Customer Service Excellence Through Empowering Staff
'Spending Money & Keeping the Change'
delegating leadership style... Fine examples of how excellent customer care can result when front line staff are trusted with a budget and how to spend it
Top Ten Tips on...
Performance Management
How to check that performance is truely poor, then identify the causes and address them, avoiding common pitfalls.
Book Review:
Great At Work
by Morten T Hansen
This book is an excellent and highly researched follow up and companion to ‘Good to Great’ – this time focusing on employees rather than leaders.
Creativity & Customer Service Excellence
'Hearst Castle'
An excellent and powerful example of reversal, how changing the relationship between guides and customers generates a unique, memorable and superb customer experience.
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