6 Steps in Managing Customer Complaints

6 Steps in Managing Customer Complaints

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8 Expert Communication techniques to manage change successfully

8 Expert Communication techniques to manage change successfully

Organisational change can be like the start of a marathon. There are lots of people waiting to begin, but the leaders at the front have their eyes on a good result, and they are experienced and have a strategy in mind. At the back of the pack, most people don’t realise the race has even started. They’re waiting for the people ahead of them to move. By the time they […]

Six frogs on a lily pad – A parable for change

Six frogs on a lily pad – A parable for change

Six frogs are sitting on a lily pad. One of them decides to jump off. How many frogs are left? Five – right? Well, no. There are still six frogs because the frog in question hasn’t done anything yet. Yes a decision has been made but no action has been taken. And that’s the point. We can know what needs to change. We can make a decision to change it. […]

How to encourage positive responses to change in your workplace

How to encourage positive responses to change in your workplace

Dealing with change is one of the most common and ongoing challenges we all face. Given how much change we all experience in our lives, it is surprising there is not greater attention and resources given to helping people respond to specific challenges presented by change. In every workplace, people will vary in their readiness and commitment to change, as well as their attitude or predisposition to change. Rogers’ (1995) […]

6 Tips on building resilience and lowering stress

6 Tips on building resilience and lowering stress

Your resilience is your capacity to recover quickly from difficulties. But did you know that building up your resilience is a lot easier than you might think? Sometimes life becomes overwhelming and we feel our ability to deal with stressful situations slipping away from us. When that happens, simple acts such as taking a walk and getting fresh air can significantly change how you feel about your day. They can […]