Four Fatal Fears

Human beings are born with only two inbuilt fears: the fear of loud noises and the fear of failing.  All other fears have to be learned. In “Play to Win” Hersch and Larry Wilson published their findings of a survey of 10000 office workers and found that people displayed four main fears, all of which […]


There are leaders, and then there are those who lead

Martin Rafe, Leadership and Talent Development Director, Eat the Elephant discusses leadership – skills, traits and attributes.   I read week on week the various assessments of ‘how to be a good leader’ and all about the ‘successful leadership traits’ many of which we see on a repetitive basis, so without reading any manual or text […]


5 trends defining the future of customer service in 2015 and beyond

1. PLAN B Products that come with their own backup plan.  2. VIDEO VALETS Face time, any time.  3. DELIVER (MORE THAN) THE GOODS Delivery. And then some.  4. SIXTH SENSE The customer-focused brand has a new sense: info-sense.  5. POLITENESS PAYS Because good customer service is a two-way street   Link: http://trendwatching.com/trends/future-customer-service/


21 time management lessons

1. There is always time. You never “run out of time.” If you didn’t finish something by the time it was due, it’s because you didn’t consider it urgent or enjoyable enough to prioritize ahead of whatever else you were doing. 2. Days always fill up faster than you’d expect. Build in some buffer time. Avoid […]


Words you might want to avoid in describing yourself!

Here are some words that are great when other people use them to describe you–but you should never use to describe yourself, along with a few other words that everyone seems to use (many make annual appearances on LinkedIn’s lists of most overused words and phrases from LinkedIn profiles). Either way, think hard about swapping […]


7 things leaders can do to help people change

Ever tried to change anyone’s behaviour at work? It can be extremely frustrating. So often the effort produces an opposite result: rupturing the relationship, diminishing job performance, or causing the person to dig in their heels. Still, some approaches clearly work better than others. A review of 2,852 direct reports of 559 leaders carried out by Zenger/Folkman […]


The 7 causes of poor employee performance – and how to address them

It’s every manager’s least favourite part of the job: someone on your team isn’t performing up to expectations, and it’s time to do something about it. But before you decide how to address a performance problem, it’s important to diagnose the root cause. In my experience, performance is the confluence of ability and motivation. An […]


The 4 ‘NO’s’ of leadership

Four eye-openers emerge regularly from our development workshops and leadership programmes. Can you relate to any of these leadership no-no’s? 1. Indecisiveness Taking a stand and making a decision is not always easy. It can sometimes make a leader feel uncomfortable if they know the decision may not be well received by everyone on the […]


Toxic people defy logic – 12 of the best ways to deal with them

Some are blissfully unaware of the negative impact that they have on those around them, and others seem to derive satisfaction from creating chaos and pushing other people’s buttons. Either way, they create unnecessary complexity, strife, and worst of all stress. The ability to manage your emotions and remain calm under pressure has a direct […]


How does your company handle the millennium generation?

It’s a fact that the millennial generation are now the largest, most diverse generation in the United States. They are young, hip and smart customers who know what they want and when they want it. These “microwave” customers are somewhat impatient and want satisfaction right now. Their demands for prompt service are only heightened by […]