I Almost Fell Into the Trap

The deception that busy business people, like you and I, can easily fall into when we’re up against it. Let me explain. I was asked by a client to deliver a five-day sales and customer service programme in Abu Dhabi and at the last moment was given the objectives and direction for the workshop. My first reaction realising I only had one day to prepare was… “Has anyone got a PowerPoint deck covering the whole five days?” Thankfully I caught myself falling into the trap of borrowing someone else’s PowerPoint…

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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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