We deliver a lot of communication training. None the many sessions we deliver to our clients focus on listening skills. The topic of listening skills usually appears as part of a broader programme—effective communication in virtual teams, coaching skills for managers, giving feedback, difficult conversations. Is that because our clients think everyone is already a […]
A selection of previously published content and a few relevant downloads.
In December 2021 we surveyed our clients and contacts, receiving 192 responses across a wide range of roles, industries, and European nationalities. Respondents commented on 7 simple statements. Some excerpts and the results of the survey are below. If you are interested to read the full whitepaper, you can download it here. What is accountability? […]
There are presenters out there who seem to have it all. They speak, the audience listens. They make a joke, the audience laughs. They don’t umm, they don’t ahhh, and they speak clearly, sharing their message and reinforcing it just enough throughout.
If someone is unhappy with your performance at work, wouldn’t you want to know? At the very least, you’d like an opportunity to clear the air, or address the problem, or explain…or something. Yet when it comes to giving negative or difficult feedback, most of us feel reluctant to give it.
A lot of people cope with stress by going to the gym, jogging, playing with the dog, reading a book, etc. – these things relax us, tire us, and help us to not think about the stress that we feel/felt.
During my time working for a global IT helpdesk, I received more than fifty calls on an average day. We were the first point of contact for the client’s 110.000+ employees, who called us with questions about just about anything to do with IT.
Motivation is something that affects everyone in the workplace. At different times, we all experience moments when we feel energised, committed and connected to what we do—and moments when that motivation becomes harder to sustain. Our motivation can be influenced by many external factors within the workplace. Poor communication, lack of recognition, unclear expectations, excessive […]
Change has become a constant part of working life. Whether it is a new strategy, a change in structure, new technology, evolving customer expectations, or different ways of working, teams are regularly asked to adapt. People experience change differently. Some may see change as opportunity and embrace new possibilities, while others may feel uncertain or […]
In this video, Kathryn Schultz tells us that by the time we’re nine years old, we have already learned that the best way to succeed in life is to never be wrong. You should watch the video if you want to know how she came to that conclusion and a few others – when you […]
High-performing teams do not spring into existence simply by giving a bunch of people a common goal. Putting together a team is easy, but making them perform to the best of their abilities is something else altogether. Having a successful team is not something that will ‚fall into place‘ either – no, not even if […]
Customer satisfaction measures how the products and/or services you supply meet or exceed customer expectations Free Download Customer Satisfaction (CSAT) is based on a series of impressions that the customer has of your service. It doesn’t just refer to the communication skills of the employees who deliver the service. Customers form opinions at every point […]
What makes a presentation memorable? I think you’ll agree with me that a memorable presentation has more to it than the introduction, some main points, a summary, a conclusion and time for questions. The presentations I remember best and enjoyed the most have all had one thing in common – a story. Stories have been […]
In a previous post, I talked about the 3 dimensions of customer service and how balancing the needs of your customer in each of the dimensions is a large step towards customer satisfaction. This post focuses on how you can use the 3 dimensions of customer service in your day-to-day business communication. A quick reminder […]
I spent a lot of my professional life working in different countries before settling down in Germany. Being Dutch myself, I’ve been regularly surprised at being called blunt and likewise, frustrated by people not simply saying what they mean when they had something to say. Since joining Target Training, I’ve gained a better insight into […]
Do you work directly or indirectly with customers? If the answer is yes, then you provide customer service. In a dedicated customer service environment, like a call centre or corporate helpdesk, customer satisfaction (CSAT) is a prominent phrase. In such an environment, customer satisfaction is measured through surveys and feedback. In a non-dedicated environment, customer […]
