The Impact of Spoken Ground Rules

I know because I’ve delivered customer service training to companies, usually a one off programme instigated by the training department. Within a couple of weeks of returning to their workplace, the learners drift back into the way they always do it. That’s the way we do things around here, is the response and this is an incredibly strong driving force to guide employees how to act. Sometimes it’s called culture, the way we work; around here we do it like this. Ground rules come to mind and they’re never written…

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