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...
Developing Empathy to Understand Others We all know individuals who lack empathy. Be it for their insensitivity when they make requests, or because th...
The term “presenteeism” has been used widely in management magazines recently. It describes a situation in which we show up to work in a state where w...
Our brain is wired to imitate others – when we are in the presence of people, our mirror neurons (our learning neurons functioning by imitating and sh...
The staff in contact with the customer takes an ambassador role for your organization and represents – to his eyes – the service quality of your busin...
We are very ambivalent when it comes to change. We constantly ask our surrounding environment (spouse, colleagues, children, politicians, bosses, etc....