Category Archives: Communication

Training The Trainer

Skills’ training is different to many other types of training. A skill training has certain advantages and challenges by comparison with other types of training. This course provides participants with the key skills needed. The duration is based on a group of 4-6. Larger groups will need a longer course. Overview Skills training is more… Read More »

Report & Proposal Writing

Reports and Proposals are often the product of extensive effort. Poor documents ensure the previous effort is wasted. There is increasing competition for attention; every document must compete for attention. Overview Reports and Proposals are a major element in communication, internally and externally. As more people are involved in decisions, documents increase in importance. Many… Read More »

Letter Writing Skills

Letters are our ambassadors and provide a permanent record. Excellent relationships created face-to-face can be ruined by one poorly written letter. Overview Letters, e-mails and memos are a vital element in customer communication and internal communication. Problems in relationships and costly errors are common. Written communication also provides a permanent record and may ‘haunt’ the… Read More »

Net Neutrality? You Got It!

There’s a lot of talk about net neutrality, and with  US legislators voting to abandon net neutrality, with few people understanding why, what it means and who will benefit (and who will lose out) Burger King made a fun ad to help its customers understand what burger neutrality gives them:   If you want the… Read More »

Discipline & Reprimand

Discipline and Reprimand is fraught with pitfalls for the unwary. Handled well, disciplinary procedures can benefit all. Overview Discipline originally meant “to judge by correct standards.” Today the quantity of employment legislation has had a dramatic impact on disciplinary procedures. What a manager/team leader may consider to be flexible or compassion may inadvertently lead the… Read More »

Ten Metres of Courage

Swedish directors Maximilien Van Aertryck and Axel Danielson  have made a wonderful little film that highlights human emotions in a totally unexpected way.  The premise is simple enough, people at a swimming baths in Gothenberg climb up a ten metre diving platform and then jump into the pool, or they don’t. These aren’t divers but regular people who have… Read More »

How Do You Measure Up As A Team Manager? 20 Point Checklist

Over the last 6 months we have been working on a competency project that has identified certain characteristics of the successful team manager. We have summarised those behavioural indicators into the following list: They seek to add value to what the team are trying to achieve, rather than simply ‘manage’ them. They balance the task-team-individual… Read More »

The 3 Principles Of Effective Two-Way Communication

Be Objective Build Rapport Seek To Understand By:   Asking Effective Questions Listening Summarising and then to be understood: Remember:  Ethos, Pathos and Logos. Ethos: They feel comfortable with you, believing in your personal credibility, competence and integrity. Pathos: Empathy, you are in alignment with their practical and emotional needs. Logos: Logic – the reason,… Read More »

Virtual Big Block Of Cheese Day

  Leo McGarry (Photo credit: Wikipedia) Fans of The West Wing will have fond memories of “Big Block Of Cheese Day” where the fictional Chief of Staff, Leo McGarry, ordered senior White House staffers to spend time with people who had suggestions and questions for the President, people who would not normally have such close access to power. The… Read More »

The AIDA Sales Approach

Preparation is important with everything in selling, but nowhere is planning so essential as when making an approach to a new prospect. Every Call will be difficult – according to the product or service you are offering and the benefits involved. Use the following format to control your Call but remain flexible within the overall… Read More »

Transportation Service Levels

It seems appropriate this week to look at how travel organisations handle service and communication issues. Putting The Customer First Any organisation that ramps its prices this week to exploit demand needs to be called out. It is perfectly acceptable to stop discounting but not to double prices. There is already evidence of some hire… Read More »