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Customer care and dieting: easy to do, difficult to sustain

2 January 2014

Good customer service is not difficult. Yes, there are big things that can make our efforts more effective: the vision/mission thing; the tracking systems; the social media programmes. But customer care happens in the ordinary, everyday interactions between staff and customer. If we don’t get those right, all the systems in the world will make…

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So, what do you do?

11 December 2013

Various people have asked me what I do. It is much easier to describe a position — I’m a Training manager; I’m an HR manager — than it is to describe one’s activities. And usually one only has 30 seconds (some say 60 or 90, but most agree it’s the length of an elevator ride).…

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Nelson Mandela: friend of the world

6 December 2013

We have lost an icon, a friend of the world, a statesman; Nelson Rolihlahla Mandela has died. We knew this day would come but it is hard to express our feelings. I am relieved that his suffering is over and he can rest in peace. No one would want him to linger on. But he…

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A celebration: and you’re invited

17 November 2013

This is an unusual post. I am copying below an appeal from a dear friend, Ana Houston, who is a medical doctor working in Khayelitsha, Cape Town. The appeal speaks for itself. Let me add that I have known Ana and her family most of her life and and I have great faith in her work…

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Hiring: wasting time and getting great results

21 October 2013

“It’s the time you have wasted on your rose that makes your rose so important.” The Little Prince It is true of most good things in life. It’s not the investment of vast amounts of money or formal processes, but often the ‘wasted time’: odd discussions here, an unplanned stop for a cup of coffee…

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Seminar: How to spot the right person in an interview

23 September 2013

I will be running the following half-day seminars on behalf of Seminar Warehouse in Westville, Durban, next month. (See flyers below.) The first is on interviewing skills and will be on Thursday, 10 October 2013. If you are interested, please register here. If you know anyone who might be interested, please pass this on.  The second is on running…

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They are changing the guard at Buckingham Palace

11 September 2013

The newspaper headlines tell us that zealous police officers from London’s Metropolitan Police accosted Prince Andrew while he was walking around his mother’s Buckingham Palace garden in broad daylight. If I were a member of the British Royal Family, I would object to the use of the word “zealous”. They were simply doing their job as…

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Leadership Seminar: September 2013

6 September 2013

I will be running the following half-day seminar on behalf of Seminar Warehouse in Westville, Durban, on 19 September 2013. If you are interested, please register here. If you know anyone who might be interested, please pass on the details. To read more, please click here If you are interested in this as an in-house workshop, please…

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Change management in difficult times: emotions matter

27 August 2013

What challenges does your business face in this difficult economy? What is your strategy? How will you get there? Do your employees know what is going on? Management teams debate intensely behind closed doors. They reflect on the challenges, argue over responses, try to minimise the damages and finally decide on changes.  When everything is…

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Bite-sized people management 2: The process of counselling

12 August 2013

This is the second of a two-part Bite-Sized Management article on Counselling. “Bite-Sized” refers to brief, half- to one-hour discussions with busy managers reminding them of, or introducing, the basics of people management.The first article [see here] looked at the rationale behind and preparation for counselling. This article discusses the steps in the counselling process.…

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