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L&D Resource Finder

Videos, templates, podcasts, book reviews & summaries, storytelling... Use the finder to browse 60+ themes. All relevant to management, training, learning & skills development.

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.
The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
Most conversations become challenging due to three key factors. This video offers explanations of what they are, and how to manage them effectively
When the other person's behaviour is challenging, you need to respond effectively. This video shows you the options you have, and why some will serve you and the conversation better than others.
Whatever the provocation, you own your response. So the difference is mainly in your response, which you can do something about....
There are a number of styles available to managers - so how do you decide which one to choose for any given situation? This pod explains the three key factors that together, are likely to determine you management style.
When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...
This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close it.
This video addresses how aligned any staff member is with their organisation's practice and values - and what either can do about it if that happens....