Blog


Customer-survey-tool
Response rates measure the proportion of people who respond as a percentage of the population who had an opportunity to respond. In respect of surveys and polls, we are concerned with what proportion of people who encounter a survey actually provide a response. There is no universal standard for this. […]

How to maximise customer feedback? . | . What are ...


Supportive_Hands
Ineffective meetings are the bane of most organisations. They create frustration and stress, they waste people’s time, and they undermine potential. But what causes meetings to be ineffective? A large factor is clearly the way that meetings are designed and led, but that only represents one-third of the issue. A […]

Does your culture reward ineffective meetings?


Sphere_v2_clown blog icon
Tanzan and Ekido were once traveling together down a muddy road. A heavy rain was falling. As they came around a bend, they met a lovely girl in a silk kimono and sash, unable to cross at an intersection. “Come on, girl,” said Tanzan at once. Lifting her in his […]

Meeting Power Plays (3) – ‘Believing’ yourself back to success



meeting_challenge
Seats around a meeting room table are not all of equal influence. The smooth transfer of the conversation from one speaker to the next is as much about visual cues as it is about verbal ones. Body language gives us a sub-conscious indicator of where the next input is most […]

Meeting Power Plays (2) – Where you sit really does ...


Service-excellence-tool
James really should have moved the flipchart. It wasn’t just the projector half-blinding him whenever he looked up from writing on it, or the fact that he had stumbled over it twice – they were simply the obvious clues. The main reason was that it had imprisoned James in an […]

Meeting Power Plays (1) – Making the room your own


Coaching
Maintaining awareness What is the biggest problem in adopting a new behaviour? For most of us, it is simply remembering that we are trying to change our behaviour. Sometimes, days can go by, and then something will happen (perhaps an outlook reminder of our impending coaching session) and we will […]

Overcoming the biggest obstacle to personal growth



Network_community
Do your engagement programmes bypass your management?   The most important relationship in any organisation is the one between an individual and their boss – or rather, that is the relationship with the greatest potential. But how much of that potential is realised in practice? In many cases, the answer […]

Engagement is a Three-Way Street


Vernier_Caliper
Do you work for an organisation or an enterprise? Chances are that you work for both. Many people use the two words interchangeably because they are almost synonymous with each other. Who could imagine undertaking a sizeable enterprise without some sort of organisation? And yet organisations are not the only […]

Confusing organisation with enterprise


Spontaneous-feedback-tool
Fred Reicheld’s popular Net Promoter (R) Score has been an excellent tool to regain a crucial focus on customer relationships.┬áIts simplicity has garnered top level ‘promotion’ in organisations, and in many cases it has pushed customers to the top of the organisational agenda, to sit alongside profit as a focus […]

Why Advocates are more realistic than Promoters



SCAMPER_Logo
How do you feel when faced with the ‘opportunity’ to be creative? Everybody has the capacity to be creative, and it can be wonderfully fulfilling when it is done right. But the reality for many people is that, once they have got past listing the obvious issues and bitch-points, their […]

Time to SCAMPER


Supportive_Hands
Organisations thrive on relationships. Relationships are the purpose behind organising in the first place. The very existence of organisations is a recognition of the economy and power of people working together in effective relationships; and the competitive edge of organisations is delivered through relationships: innovation, quality, efficiency, speed all depend […]

Re-awakening the spiritual dimension in organisations


Tracking Communication
Do you seek sharper meetings, smarter email, better customer service, self-improving internal systems? Have you calculated how much time and productivity you lose through these things? It is a lot. But a big part of the problem is that most organisations can only guess at the figure. They have no […]

Inspirometer enables smarter communication