What can geese teach us about teams?

What can geese teach us about teams?

Have you ever wondered why geese fly in a ‘V’ formation? Turns out geese innately know the secret to great teamwork. They have a common destination and work in perfect unison to get there together. Better together When geese fly together as a team, each goose provides additional lift and reduces air resistance for the goose flying behind it. Flying in this ‘V’ formation, the whole flock adds 71% more flying […]

Project Team Development leveraging HBDI

Project Team Development leveraging HBDI

Have you heard of right brain/left brain thinking? If you have, you’ll be aware that our right brain is linked to strategy, creativity, lateral thinking and risk-taking while our left brain is linked more to logic, facts, detail and ‘safe’ options. In any project, you need contribution from both sides. In this article, we explore the possibilities of ‘whole brain’ thinking for project management Project planning and control has traditionally […]

From Vision to Work Plan

From Vision to Work Plan

Many of us have experienced the annual strategy day. Some really enjoy this experience while others view it as a time-consuming activity that takes them away from their work and usually doesn’t lead to anything. The key question is: Do your people see strategy planning as just another process they need to tick off? Or is it viewed as an opportunity to constructively interact to unlock organisational and individual potential; […]

Reconnecting With Your Team

Reconnecting With Your Team

Why reconnecting with your team must be a strategy cornerstone In strategic terms, your employee engagement is vital. Your overall business goals and desired outcomes can be delivered only by teams working together. However, not all companies understand this truth. A true tale of disengagement My friend Ben called me yesterday, he was not happy. Ben, an Account Manager for a major national brand, had spent the previous day helping […]

Learning Vs. Training

Learning Vs. Training

Many people in business confuse learning with training, which can create some confusion when it comes to deciding the appropriate methods to solve performance problems. What’s the difference between training and learning? Training transfers knowledge, skills, and experiences to others. Training is something you do. Learning, on the other hand, refers to the ability to acquire, modify, reinforce, and process different experiences and knowledge. It is something you experience that […]

6 Steps in Managing Customer Complaints

6 Steps in Managing Customer Complaints

For more information on our Customer Service Training Call 1300 ANCORA (262 672)

How to make your customer service unforgettable

How to make your customer service unforgettable

Have you ever been asked to write down examples of ‘good’ and ‘bad’ customer experience? The ‘bad’ list is often much longer than the ‘good’ list. That’s because terrible service experiences are remembered and shared. Each time the story is told, the experience is re-lived and the bad experience embedded as the ‘truth’. Alongside these (hopefully) rare occasions, we also experience lots of average, quite unmemorable service experiences, and every […]

4 reasons poor customer service happens

4 reasons poor customer service happens

Customer service affects people deeply and has an enormous impact on customer loyalty, profitability, retention and an organisations’ reputation. An American Express 2012 Global Customer Service Barometer Study highlighted some alarming statistics regarding how Australian consumers feel about customer service. It found: When things go wrong in customer service, people are often blamed, but are people really to blame for poor customer service? Does anyone ever really turn up to […]

International Womens Day Workshop 2013

International Womens Day Workshop 2013

As a guest of a Rotarian friend in 2012, I really enjoyed the inaugural Women In Rotary Breakfast function for International Women’s Day.  A mammoth turnout of over 700 guests (and not all women!)  was an incredible result for their first year. We were thrilled this year to be approached to be a sponsor of the event in 2013.  Ancora Learning was proud to join other esteemed sponsors, by supplying […]