Archives

Social Responsibility

To follow through on my commitment to social responsibility, I volunteer 5 days every year to help young people with their employment prospects and act as an independent mentor on their cv and career planning.

Career Planning

A school leaver called Nathan came to me in some distress after being told by his careers adviser to get a job in a call centre.  I listened, created a safe and calm environment, encouraged him to take a deep breath, and then listened some more.  I asked him to look back at the achievements of his life so far, and there were plenty; we quantified these and included them in his cv.  I reassured him about how there is no need in early life for specific professional goals and we looked at some options.  He had never travelled outside the UK before.  He is now working abroad, filled with vitality and a sense of opportunity, and is one of the happiest people I know.

Student business start-ups

I have been a judge for UWE’s student business planning competitions, sharing as much feedback and “wisdom” as I could.  Many of the entries I judged have gone on to set up successful businesses.

Bridging the education – workplace gap

I act as a volunteer business expert for an excellent organisation called Working Knowledge which is well worth checking out.

Working Knowledge Expert
@WK_experts

Sharing knowledge

Another way in which I uphold my social responsibility is to make my knowledge and experience available for the general public to learn from.  I make no charge for writing articles like this one for the national Investors in People website,  In this way, people can find out what it’s like to a) go through the process, and b) work with me.  I believe strongly in the power of organisational development and want to share this passion.

Righting Wrongs – complaint handling training

Turning complaints into business opportunities

However talented they are, sometimes customer service professionals find that things can inevitably go wrong.  They need a chance to stop and think through what they can do differently to provide an even better service to customers.  They need techniques for responding to people who express dissatisfaction in a way that helps both parties feel there has been a more than satisfactory resolution.  Starting with some self-awareness work, delegates will work on self control, enabling them to ease the fevered environment on the team and further improve the quality of the service they provide.  This practical complaint handling training aims to provide a supportive group ambience for agreeing and practising helpful skills.

Learning Aims

By the end of the workshop, delegates will be able to :

  • describe what needs to happen to manage personal confidence and impact successfully
  • demonstrate  relevant skills to enable them to deal with difficult situations and reduce stress for themselves and fellow team members while doing so
  • agree consistent standards for dealing with difficult people and situations
  • respond to customer complaints in a professional way that promotes a positive image of the business consistent with its brand

For Whom

This workshop provides complaint handling training for anyone who deals with customers as part of their job and has to cope with a commercial environment in which rising (and sometimes unreasonable) customer expectations are becoming the norm.  It has been created either to act as a standalone for people who find that meeting these customer expectations is becoming more stressful, or to complement any previous or existing customer care training.

Content – complaint handling training

  • Review of past experiences :  what happened, what was the result, how did we feel
  • Self awareness exercise :  boosting our own confidence
  • Managing our emotions and staying in control in stressful situations
  • Difficult situations :  defence mechanisms and barriers to a positive resolution
  • Taking the HEAT
  • Directing the conversation
  • Strategies for responding to difficult individuals and conflict
  • Providing mutual support within the team
  • Managing expectations and making it easier to keep promises
  • Practical exercise based on real scenarios
  • Strategies for responding to unreasonable requests
  • Following up in writing

Developing Your Team Leadership Skills

This interactive session allows team leaders and line managers to further explore aspects of their role as a leader and role model. It builds on the basics covered in any previous management training to add some deeper reflection on developing people, managing change and improving personal impact. In a facilitated environment, most of the learning is done by sharing real experience in the workplace and learning as much from the group about team leadership as from the trainer.

Learning Aims

By the end of the session, delegates will be able to :

  • explain some techniques to manage and motivate themselves effectively
  • describe the influence which further improving personal impact and communication skills has on projecting a professional image to team members and customers
  • demonstrate a range of team leadership skills to get the best out of every team member

For Whom

This workshop is designed for anyone who is in charge of a team and wishes to develop or refine the team leadership skills needed for the people management side of their role. It is a refreshing thought-provoker for those who have been managing people for a while.

Content – Team Leadership Skills

  • Self-awareness exercise : learning styles
  • Applying knowledge of learning styles to the people you manage
  • Sources of power and authority
  • Inspiring your team through the power of positive thinking
  • Showing trust and respect as steps to successful delegation
  • Personal presentation – your image at work
  • Controlling your voice, body and brain under pressure
  • Understanding the impact of change on individuals and helping them to cope
  • Improving personal impact and effectiveness
  • Developing toughness : staying in control and making decisions in fast-moving situations

My ethos – business coaching

business coaching

 

My ethos is Straight Forward Thinking.  I set clear standards and measure my own performance to back up exactly what this means.

Business Coaching

In all the business coaching and training I give, I promote the idea that what really sets great leaders apart is their capacity for humility and empathy.  I try and practise what I preach.

Straight

I do an honest day’s work for an honest day’s pay.  I am open and transparent, I keep you informed about everything that is going on, I speak plain English (if you catch me talking management gobbledygook you have my permission to have at me with a big stick) and I am mindful of your operational realities.

Forward

I support you in looking to the future with optimism.  I will get you to focus on defining clearly what it is that you want your business to achieve, and help set up simple systems with which to measure whether you are or not.  I will look at all the management information available and interpret it so you make the most of it for forward planning

Thinking

I will challenge you and I will inspire you.  With a fresh angle on how you give your people what they need to do their jobs well, you will think in new ways about your role, learn and decide for yourself what needs to change.  A meeting with me is a chance for you to stop the day-job, to take a deep breath and to reflect.  I help you gain powerful insights into how the way you do things compares to best practice.  As a result, you will take the wider view and enjoy the journey.