Looking through the customer lens

Customers are feelig pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers. Unless we nurture our existing customer relationships, it will be increasingly difficult for salespeople to succeed. [...]

Customer diversity – one size does not fit all

Whether you are working in a customer-service call centre serving a global audience, or staffing the customer service desk in a local retail store, you will most certainly be working with a broad range of customers. You will encounter different languages, cultural backgrounds, age groups, genders, and communication styles. Almost everyone you interact with will [...]

Use power to change the game

Power is said to pervade all facets of negotiation. Indeed, the very idea of negotiation intuitively conjures images of power contests and tough bargaining. Going into a negotiation with someone who holds more power than you do can be a daunting prospect.  Whether you are asking your boss for a new assignment or attempting to [...]

Channelling Energy for Inspirational Leadership

Most of us respond to rising demands in the workplace by putting in longer hours, which inevitably take a toll on us physically, mentally, and emotionally. That leads to declining levels of engagement, increasing levels of distraction, high turnover rates, and soaring medical costs. The core problem with working longer hours is that time is [...]

Stories are the fingerprint to your platform

Storytelling is a community act that involves sharing knowledge and values. It’s one of the most unifying elements of mankind, central to human existence, taking place in every known culture in the world. In the same way, presentations in all their many forms are never just about transferring information alone. We are emotional beings, like [...]

Know how to reward

People learn for different reasons – whether it is for personal development, to get a qualification or a better job, to meet other people, or simply for the love of learning. Most adult learners are intrinsically motivated by their personal goals and needs. However, the importance of extrinsic motivation should not be underestimated, particularly when [...]

The sound of silence

Have you noticed that when there is silence in a conversation, there’s an instinctive urge to fill the space by talking even if we don’t necessarily have anything to say. We live in a world of noise where silence has almost ceased to exist to an extent that silence becomes awkward. Powerful people and good [...]

The honesty of body language

Ever have random people smiling at you while walking through a shopping centre? You think to yourself ‘Wow, they’re really friendly’. Chances are that you’re walking around with a smile on your face and they’re responding to you. Has it ever occurred to you how much you are saying to people even when you are [...]

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