5 Top Customer Service Skills.

So the whole of Europe, Middle East, Africa and Asia have come to a virtual standstill while BlackBerry has a problem with their BIS servers. Let’s get real though – it’s not that major a problem. It wasn’t long ago that all of our businesses survived without instantaneous global communication. Remember fax machines? Snail Mail? Pigeons? Messenger? New York still uses the largest “fleet” of messengers in the world. On Twitter, my...

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How can Coaching lead to creating high performing employees? Part 4 – When to Coach.

The most critical part of any manager – employee coaching programme, is knowing when to start. And how to start. The old adage “when the student is willing, the teacher will appear” definitely applies here. No-one likes being “pushed” or “showed up”. Nobody likes to lose face, so the engagement phase of coaching any employee needs to be handled with care and respect. In Part 4 of this series, I’ll...

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How can Coaching lead to creating high performing employees? Part 2 – Why Manager’s don’t coach.

In Part 1 of this series on Coaching as a Leadership and Management function, I looked at the importance of coaching employees. Coaching employees should be an integral part of the Leadership and Management function, and while many business leader acknowledge this, they are still reluctant to coach. Why? In Part 2, I’ll look at why managers are reluctant to coach, the “excuses” they use, and what skills Coaching Leaders should...

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