Customer Service or Lip Service? The importance of listening to both your external and internal customers

How serious are you about providing excellent customer service or are you just paying lip service? Post stay questionnaires , online reviews or employee engagement surveys all provide a wealth of invaluable feedback and information that can add significant value to the business, but are you genuinely listening to the feedback from your customer and teams […]

5 actions to prevent pressure becoming stressful

Pressure doesn’t have to be stressful How many times have you said to yourself that you are under pressure and feeling stressed? There is a tendancy to link pressure to stress however one doesn’t necessarily have to lead to the other. Make the distinction between the 2. (…)

Potential awarded CMI Management Gold Award at the British Library.

It was less than a year ago that I published my book Potential and last night I was privileged to attend the CMI Management Book of the Year Awards 2018 at The British Library. Potential was shortlisted for the’ New Manager’ Award and although not the overall winner on the night I am delighted to […]

Vision & Values – Do they mean anything to you?

Make them meaningful not meaningless Most successful companies recognise the importance of having a clear vision and a set of values. Vision – provides the direction and purpose of the company. Values – shape the culture and identify behaviours and commitments to support the ‘How.’ (…)

Leadership is a mindset not a title

Who is comfortable calling themselves a leader? This was my opening question of my keynote speech at a recent leadership development conference. To my surprise less than 20% of the delegates responded positively, prompting the debate that we can all have different interpretations and opinions on what ‘leadership’ means. (…)

Why 8 out of 10 employees aren’t doing what they do best every day.


A  Gallup survey found that organisations focusing on maximising the natural talents of their employees increase engagement levels by an average of 33% per year.  This result prompts two key questions – Are you aware of the individual strengths of your team members? Are you utilising their strengths on a regular basis to maximise performance? […]

Think you know all the answers? Why leaders fail.


Learn to Learn. Leaders of some of the greatest business failures have been those who seemed to have all the answers. In truth, no leader can assume to know it all. Market conditions, business cultures and industry innovations are constantly changing and to assume there is nothing ‘new’ to learn, is to fail. Learning starts […]

Facing a setback? Teach yourself how to bounce back.

Facing a setback? Teach yourself how to bounce back. Simple steps to start building your resilience. Not everything in business will go to plan and turn out how you envisage it – not every decision you make will be the right one – despite your best intentions. The recent UK election is a testament to […]

Do just enough to get by. How to manage & minimise your weaknesses.


Do just enough to get by. How to manage & minimise your weaknesses.  Our weaknesses invariably drain and de-motivate us and it’s not uncommon to spend a great deal of time, resource and energy to try and overcome them. Why spend quality and precious time on things that we don’t enjoy and that may only […]

Shhh! Listen. The Quieter You Become The More You Can Hear.

Listening skills

Shhh! Listen. The quieter you become the more you can hear. 7 steps to be a great listener. Listening is one of the most powerful leadership skills we have at our disposal, yet possibly the most overlooked. The power of listening is rarely acknowledged or effectively practised. Stephen Covey writes ‘Most people do not listen […]

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