Having Fun
Having fun contributes to your employee engagement, productivity and staff retention, all of which has a positive knock-on effect on your customer’s experience.
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How far you’ve come
it’s far more encouraging a motivational to focus on how far they’ve come and improvements that they’ve made rather than focusing solely on the remaining gap.
Stuff happens
If you only do one thing, just take one action today to show your team members that you care for them and you’re there for them if they need you
Attitude over Aptitude
many businesses doing is recruiting solely on qualifications and experience, but when it comes to under performance that very often tends to come down to attitude. In other words, they recruit on aptitude, the fire on attitude.
The Emotional Bank Account
An emotional bank account is a metaphor that describes the amount of trust that has been built up in a relationship. It’s the feeling of assurance you have with another person. There are six major deposits we can make to the emotional bank account.
In the real world
#1 mistake I see with staff training is not doing enough to make an easy transition from theory to the real world.
Skills training needs practice to perfect, and time to form new habits. Without this means not a poor return on investment, and a negative and demotivating impact on the employee.
Ebbinghaus’ Curve of Forgetting
If you’re delivering training you want people to remember the messages, not just tomorrow, but next week, next month or even next year.
Yes, but …
Earlier this week I was conducting some complaint handling training for one of my clients. It’s not an unusual reaction when faced with a complaint – particularly when you believe it’s unjustified, or it’s not your fault – to listen politely, but then respond with “yes, but…” Of course, as soon as the customer hears […]
Puffed Up with Pride
Last week at the HTA Catering Conference panel discussion I was asked if I could pick just one thing for business owners and managers to focus on to improve employee engagement and staff retention what would that be. My response: “Give people pride in what they do, by recognising and acknowledging their contribution to the […]
Off to a Flying Start
Earlier this week I spoke at The Horticultural Trades Association Catering Conference on attracting and retaining superstars. Of the 7 key ingredients I discussed one focused on giving new team members the red carpet treatment and creating a positive first impression, so they feel valued and engaged from day one. In last week’s blog I […]
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