by keyturn | Mar 26, 2019 | Soft skills, Team management
The terms boss or leader can be used interchangeably for some but in the business world they have come to mean very different things. The Oxford Dictionary defines the Boss as “a person who is in charge of a worker or organization”. The Oxford Dictionary defines the...
by keyturn | Mar 11, 2019 | Customer service
Customer service is a broad term that can mean different things to different people. We know when we experience it and we know when our organisation is delivering it. Achieving it consistently is very hard but it has to centre around your people. ” Take great...
by keyturn | Jan 31, 2019 | Soft skills
Apologies if that sounds rude! It is not intended as a personal affront, but rather as an abrupt statement to make an impact. It worked that way for me when I first heard it. Like me, you have probably long been aware of the adage: “You were designed with two ears and...
by keyturn | Dec 19, 2018 | Presentations, Soft skills
While specific job-related skills and knowledge help you do a job, soft skills help you succeed. There are technical skills required for carrying out specific tasks, IT skills and formal communication skills but most of our working life involves contact and close work...
by keyturn | Dec 7, 2018 | Customer service
I am frustrated to say the least! The Christmas order which I placed online has not been acknowledged by email (as promised) and I simply want to establish that it has been received. Online sales are all very well… when they go well… but if you need to make human...
by keyturn | Nov 30, 2018 | Team management
Someone asked me this question last week. Our subsequent conversation followed a format similar to several hundred similar conversations I have had over the past 20 years or so! It went something like this: Branch Manager: “You’re involved in training aren’t you?” Me:...
by keyturn | May 10, 2018 | Change management
Gustav Mahler (Austrian composer and conductor) Change management is not just about big projects. Every day, managers and team leaders all over the world, conduct their people through countless small changes. Sometimes these changes are temporary, sometimes...
by keyturn | Apr 6, 2018 | Difficult situations
Facebook Twitter LinkedIn by Cheryl Shepherd Whether it is an irate customer, an unhappy employee or a member of staff who is not being a productive member of the team, we are dealing with difficult situations all the time. Our first instinct can be to deal with it...
by keyturn | Feb 21, 2018 | Financial reports
By Alex Hewlett. On the workshop I ran this week, we built up and reviewed one of the company’s financial reports. After the exercise one of the participants said “That was very interesting, but this report is meant for our managers. It’s not relevant to us.” I...
by keyturn | Feb 1, 2018 | Presentations
By Justine Marriott. 29/03/2016 There’s an actors nightmare that usually precedes the opening night of a show. Rehearsals are done, the audience is waiting and the air is heavy with anticipation. The show music starts, the house lights go down and all eyes...
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