Our most popular workshops:
Nudge Theory Influencing Skills Challenging Conversations Customer Service Managing Performance
with workshop outlines for >50 topics
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Our Workshops:
Appraisals: A Modern MakeoverBeing StrategicChallenging ConversationsChange & TransformationChanging The CultureClean LanguageCoachingCreativity & InnovationCustomer Service Excellence: Bottom UpCustomer Service Excellence: Top DownCustomer Service: Challenging BehavioursDecision Making Tools & TechniquesDelegationEffective TeamsEmotional IntelligenceFacilitation SkillsGet That JobGiving & Receiving FeedbackGrowth MindsetInfluencing SkillsInterpersonal SkillsJEDI: justice, equality, diversity & inclusionLeadershipLearning How To LearnManagement Roles & ResponsibilitiesManagement StylesManaging OverloadManaging Performance: Resolving Poor PerformanceManaging Performance: Setting Up For ExcellenceManaging StressManaging UncertaintyMeeting SkillsMentoringNegotiation SkillsNo Tech Project ManagementNudge TheoryPartnershipsPositive RelationshipsPowerful PresentationsProblem SolvingRecruitment & SelectionReflective PracticeReport WritingResilienceResource ManagementSoft SellingStorytellingThe Power of LanguageThinking On Your FeetTime & Priority ManagementValue-Based BehavioursWellbeing
You ask, we deliver…
...any of the 50 topics can be customised to meet your specific needs – and if there is a topic we don’t cover, please just ask.
Recently discussed:
how to…
- manage being overloaded
- tackle poor performance
- be more persuasive
- build a value-led team
Manager, Laterooms
"I now feel comfortable and confident providing feedback to my team, and feel a lot more positive. I felt I learned a great deal."
“Just wanted to say a big thank you as I have already used some of the strategies I learned and they really work for me. I had lost confidence in my ability, and it’s coming back! I have suggested to senior management here that we investigate asking you to do a session for the staff here... I honestly think that many people would benefit."
“If you hadn't helped me at the lowest time, I may not have got back in the saddle so wanted you to know that you have made a massive difference and I won't forget it.”
“My coach provided precise and analytical questioning that encouraged me to resolve my own questions (with guidance). He did not tell me what to do, instead he questioned my questioning, probed my answers and challenged my preconceptions.”
“The insights I gained have changed my thinking and improved everything for me”
“My coach was authentic and very understanding. I valued their honesty and ability to make me look inwardly to find the answer!”
Senior Lecturer, Bolton College
"After just two hours, I can honestly say I left feeling more clear and enlightened about approaches to managing workplace development and team dynamics than I thought possible."
“The coaching was - and still is - literally life-changing. Arnie cut to the real issues like a laser, combining his considerable expertise with uncannily accurate instincts. With his support I've become comfortable tackling challenges that were previously unthinkable; Arnie helped me ignite a new career and new-found confidence. A died-in-the-wool perfectionist, I don't recommend anyone without caveats - but Arnie is one exception.”
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Made by us... recently added:
Top Tens Podcast
Icebreaking Techniques
10 key activities that, over the years, have proved very effective as icebreaker introductions to any new group...
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Effective Top Tens - Podcast
Storytelling Podcast
Effective Storytelling - Podcast
Videos
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Customer Service Grid
The customer service grid outlines the four key factors your organisation needs to get right to please and retain your customers - your core and ancillary services, and your standards and targets in each of these areas.
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Articles & Blog Posts
Top 10 LinkedIn Posts of 2021
Our selection of the top ten posts we thought outstanding during 2021...
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& our recommends from elsewhere... this week's theme:
Customer Service
TED talks
Dare to Say No
University student hoping to empower his audience by explaining why saying 'no', though uncomfortable in the short term, might be beneficial in the longer term
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TV & Movie Clips
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“BIG Mistake… Big… Huge…”
From the movie 'Pretty Woman' demonstrating the missed opportunity of poor customer service...
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Podcasts
Experience this!
Different leaders as guests sharing their views on successful customer strategies
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Books
Strategic Customer Service
One of the few books that takes a strategic approach to customer service
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Archives
Search Results
Moments of Truth
THE book, written by THE man…
Chicken soup for the soul
The original collection of inspiring stories, and many of them about world class customer service…
The War for Kindness
A thorough, powerful and well researched book, with plenty of real-life examples. Thought provoking and highly recommended.
Into thin air
This is the reverse of marginal gain; from chapter 16, what went wrong on Everest – how marginal decisions had catastrophic effects
Measure what matters
OKRs are Objectives and Key Results – issues central to this pod. If you want more help on measuring performance, this is the book to read…
Leading with questions
Why questions are the ultimate leadership tool: how failing to ask questions led to disasters like the Titanic and the Challenger explosion; how to aks the right questions, and how to create a questioning culture
If I Understood You Would I Have This Look On My Face?
Celebrity actor (star of the film MASH) offers some humorous and engaging ideas about effective communication
Emotional Intelligence
This is the book and author that developed the Emotional Intelligence concept and model, and is an essential read for anyone who is seriously interested in this topic.
Strategic Customer Service
One of the few books that takes a strategic approach to customer service
Inside The Nudge Unit
Officially called the ‘Behavioural Insights Team’, David Halpern’s ‘Nudge Unit’ was part of David Cameron’s Government, and did much to get Nudge Theory the prominence we think it deserves. Accessible, with loads of examples of Nudge Theory at work.
The Structure of Magic, Parts 1 & 2
The seminal books that kick-started the whole NLP movement. Reading both will give you an insight into the early thinking behind NLP.
Get the Life You Want
One of Bandler’s more recent books – highlighting 35 NLP techniques
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