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It’s not my fault: employees and managers missing each other

10 March 2013

 South Africans have a blind spot when it comes to understanding the difference between fault and responsibility. “It’s not my fault that my car’s brakes failed,” we say, and we think that’s the end of the story. If it’s not my fault, somehow I don’t have to take responsibility. I have found this to be…

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Taking employees with you

10 January 2013

One of the trends in customer service to which the gurus are pointing is an employee-first, rather than a customer-first approach. Ivana Taylor from DIY Marketers writes, “It looks like the tide is shifting away from putting the focus on the customer, to putting it on the employee who delivers that experience.” As I mentioned in…

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Customer Service: Finding the Key

11 December 2012

The quality of a customer’s experience has a direct bearing on sales and profits: insights from local companies

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What your boss wants?

29 November 2012

In a recent survey top South African CEOs were asked for three things they most valued and three things they least valued in their employees.  Passion, boldness and a positive, can-do attitude topped the list of valuable traits.  A strong emotional intelligence and a willingness to work hard were also valued attributes.  Skills and qualifications…

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Entrepreneurs and lazy thinking

17 November 2012

I have heard it said by a CEO, as an excuse for his own attitude, that great entrepreneurs are lousy with people.  Steve Jobs comes to mind, and his name is often used by those who wish to justify their own disinterest in people management skills.  The reality is that such comments represent lazy thinking.…

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How to Make Employee Engagement Work

11 November 2012

Managers assume that employees know what the company wants to achieve, what their role is, and why it’s important. They usually don’t.

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Welcome to Simply Communicate

27 October 2012

Welcome to Simply Communicate. I started Simply Communicate with the aim of simply helping people communicate.  By that I mean, helping them communicate the message they intended to communicate.  Because, whether we like or not, we all communicate, all of the time.  Even silence speaks volumes, as when a wife asks her husband, “Do I…

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