I am often asked by leaders how to manage constant negativity from their teams. I have been fascinated with positive thinking since reading the book ‘Learned Optimism’ by Martin Seligman, positive psychology’s founding father, who argues that we can cultivate a positive outlook and perspective. Seligman (2006) explored the beneficial impacts of...

I recently had a conversation with a brilliant Customer Service and Accessibility Manager who I work with on an ongoing basis regarding the diversity content in our training programs. This was followed by a weekend away to celebrate our wedding anniversary and with heightened awareness, became acutely aware of how...

The events of this past week have triggered many conversations around grief and people’s very unique and personal reactions. Remaining non-judgemental and accepting people will respond differently is critical. How we support those that are grieving be it in work or in our personal lives, is vitally important. I was...

There is ongoing tension right now in the world of customer service. Customers rightly have expectations they will receive the goods or services they have purchased or been promised, yet labour shortages are impacting service delivery. According to recent Treasury data 12 percent of the labour force are staying home...

For anyone that has ever worked in customer service, you would know there are certain behaviours that are greatly welcomed from customers that can help to make your job easier or even make your day. During this ever changing and challenging time, the ability to be a great customer and...