Customer service is the staff’s ability to provide a series of activities designed to identify and meet customer expectations in order to acquire, ret...
What is the best way to advance in a career? The most common answer: get a promotion… For many, this is the only way! Our concept of “promotion” is qu...
Slowly, but surely, the ashes return to the ground… Once we have dusted ourselves off and our bruises disappear slowly… Before projecting ourselves in...
Difficult conversations… You dread them, you postpone them sometimes, but you have to have them at some point. Difficult discussions are part of every...
Circumstances of great uncertainty - like the current crisis - can make us feel destabilized and anxious. Our emotions and thoughts can get in the way...
Why write about optimism when we are in the midst of a worldwide crisis and people are manifestly fearful and worried? Research in neuroscience and ps...
Before foreseeing a PowerPoint for your next presentation, and neglecting (even forgetting) white boards and flip charts, take the time to read this: ...
Soldiers? Uuuh… On the front? What? As a soft skills trainer, I have encountered thousands of workers who come to learn the skills needed to face the ...
Tattoos, once associated with rebellion, crimes, delinquency, gang membership, and machismo, has now become a modern phenomenon of self affirmation an...
Here is the second of two articles about mental imagery. In the previous article we explained the technique and how it helps the performance and devel...
The next two articles are dedicated to mental imagery. This first article focuses on explaining this science-based technique, how it contributes to pe...
We all understand the difference between white-collar workers (those who have historically worked with their minds) and blue-collar workers (those who...
The last decades have seen workers overwhelmed by all kinds of mental health issues, disconcerting afflictions that slowly consumed them engulfing the...
Communication is a complex process. Speaking well or forming good arguments is not sufficient to be a good communicator. In order to explain the compl...
Do good manners at work really matter? Should you really be expected to be polite all the time, or can you bend the rules in the name of efficiency an...
There is an ongoing debate about the pros and cons of open offices. Some research indicates they are a playground for collaboration, innovation, creat...
Working in a multicultural environment can be a satisfying and rewarding professional experience. You can broaden your horizons by learning various sk...
To continue where the article entitled THE ABILITY TO ACT… AT THE HEART OF PERFORMANCE AND EXCELLENCE left off, let’s begin by defining the term “comp...
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” - Aristotle “The ability to act” is the intentional and effective levera...
WHAT IS PROFESSIONALISM? The ability and commitment to adopt the right behaviour in the workplace – to behave in a way that reflects favourably on the...
Why are service standards important? Service standards represent an important element for customer service excellence, as well as good yield managemen...
Self-confidence is the ability to believe, realistically and constantly, that we possess the necessary resources to face any situation with ease. It’s...
Despite your willingness, efforts, and your engagement to be effective, you will simply not succeed! Days come by and all look the same. You get in to...
Today’s workforce is more diverse than ever. An aspect of this diversity, among many others, is the age of workers. More generations interact in the s...
Assertiveness is the ability to express our feelings, sensations, thoughts, opinions, convictions and preferences freely, openly and directly regardle...