When working in a public-facing, customer service role, it is important to be able to recognise when somebody is displaying aggressive behaviour. How can we successfully recognise and deal with challenging customer service situations?
Building a Long-Term Future for your Organisation
Tom Wood looks at why it’s important for organisations to develop a purpose that thinks about the future.
The Role of Non-Executive Directors
Nathan Matthews explains the role non-executive directors (NEDs) play in the governance of a company and the implications that SM&CR will have on their appointment.
The Dangers of Inappropriate Emails
A senior vice-president and his colleague have been suspended, pending investigation, after a ‘totally unacceptable’ sexist joke was sent in an email.
Handling Difficult Conversations
Difficult conversations are inevitable – and it’s important to be able to handle them calmly and professionally when they do. Nathan Matthews looks at how difficult conversations can be managed.
Why Good Presentation Matters
How many times have you received an email or important document, only to find it poorly structured and difficult to understand? Formatting documents correctly is a seemingly basic skill that is often overlooked. Jessica Capper looks at some of the pitfalls to avoid when presenting business documents.
Procrastination is said to be the ‘thief of time’. It can result in poor performance and work not being completed when it should be, if at all. How can we avoid procrastination and become more productive?
Planning a Presentation
When delivering a presentation, effective preparation is essential. What are the key areas to consider when planning a presentation?
Conformity, Leadership and Diversity
A tendency to not challenge the status quo can result in ‘groupthink’. This can be a serious issue in organisations, especially if decision-makers consistently share the same opinions and are unprepared to challenge. Encouraging diversity may be the answer.