Emotional Intelligence
emotional intelligence course... For those wanting a thorough understanding of EI, and an assessment of their own strengths and areas for development in its various elements.
Interpersonal Skills
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.
Top Ten Tips on...
Building Rapport
building rapport... Here are ten top tips to help you build and maintain positive relationships with those you work or socialise with, quickly and easily…
Book Review:
If I Understood You Would I Have This Look on My Face?
by Alan Alda
A detailed and impassioned case for using theatrical improvisation to develop key communication skills, particularly empathy.
Top Ten Tips on...
Added Value Language
The language we use with others and ourselves is crucial; these 10 tips offer ways of using language in a simple but positive way
Video:
Sorry, Glad, Sure
When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...
Video:
LSA
How can we consistently make a positive impression on others? This video shows you how...
Feedback, Performance & Workplace Relationships
'A Small Problem of Size'
An example of how what’s wrong is easy to put right, if only there’s
appropriate feedback. If someone doesn’t know, how can they be expected to improve?
Top Ten Tips on...
Being Persuasive
Of course, you may be too busy to listen… but you’ll regret it if you don’t – since then you’ll never know how useful these top ten tips would have been…
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