In last month’s blogs we looked at the biggest mistakes new managers make, and how to fix them.  This month, we are going to delve deeper into the reason why new managers make these mistakes.  Spoiler alert,  its usually not a lack of competence. When most clients come to me it’s with the same issue, … Read more

Before I begin, you might notice my blogs start to look a little different from before. I’m trialling a more practical , useful format with clear tips, rather than my usual ramblings.  Hopefully it will be easier to read and actually use in your business. Being promoted into management is exciting. It’s a recognition of … Read more

Neurodiversity at work.  Start with the conversation. This month, I have been in my happy place, researching and designing a new training module to add to my ever growing suite, neurodiversity awareness in the workplace.  The same questions have been being asked in my management training sessions around performance management of neurodiverse employees, and I … Read more

I did not plan a career in people and performance. At university, I was training to be a P.E and Dance teacher, with second subject English (because if you’re a P.E Teacher, you also have to be able to teach a second ‘sensible / academic’ subject.  English was an easy choice for two reasons.  One, … Read more

Mastering difficult conversations Honesty is the foundation of any strong relationship, whether in business, at home, or among friends. Yet, delivering the truth, especially when it involves difficult feedback or sensitive topics, can be nerve-wracking. Many of us avoid these conversations, fearing we might upset the other person, damage trust, or create tension. Ironically, avoiding … Read more

Time Management Tips for Managers Christmas is a wonderful time of year, festive decorations, cheerful music, and the anticipation of a well-earned break. But for managers in any customer-focused business, it can also be one of the most stressful periods. With seasonal work surges, end-of-year reporting, and juggling staff holiday requests, it’s easy to feel … Read more

How DiSC makes customer service memorable Every customer service interaction is an opportunity.  To build trust, to solve a problem, to create a moment someone remembers for all the right reasons.  But if we’re honest, service interactions can also go the other way. A single tone-deaf response, a rushed explanation, or too much unnecessary detail … Read more

“An investment in knowledge always pays the best interest”Benjamin Franklin If there’s one thing Gen Z have made clear, it’s this,  they’re not here just to clock in and collect a payslip. They want to learn, grow, and feel like they’re moving forward, not just in job title, but in skills, confidence, and purpose. And … Read more

Long before I ever ran a training session or supported a senior leadership team, I was cleaning rooms in a 5 star hotel, folding napkins in a bustling restaurant, pouring pints on a packed Friday night, and juggling breakfast service with a smile (and very little sleep). I didn’t know it at the time, but … Read more

What’s the secret to great customer service? Some might say slick systems, server efficiency, generous loyalty schemes, or a watertight complaints process. However,  the truth is simpler and far more human.   Happy employees create happy customers.  It’s a truth often repeated in customer-centric businesses, but in recent years, UK-based research has begun to prove … Read more