Entries in Emotional intelligence (4)

Thursday
May142009

Developing leadership behaviour

Our latest newsletter is packed with topical articles on our work developing effective leadership behaviour for a wide range of clients. Our recent work has ranged from helping graduates make the transition from university to work,supporting first line managers, to inspiring senior business leaders to go the extra mile.

You will find first-hand perspectives on how our clients have found working with us and how delegates have experienced attending our programmes.

There are also articles on:

  • developing high potential leaders
  • the power of coaching
  • graduate induction with a difference
  • ILM accreditation, and
  • emotional intelligence.

Finally, if you’re trying to find a path through all the funding initiatives for training, we’ve included a useful list of websites for you to visit.

View our other newsletters and downloads here

Friday
May162008

The Apprentice

Some of you will have caught a glimpse of The Apprentice on television. The show where “future tycoons” compete for Alan’s heart.

For me the title is the most misrepresentative item of the show. An apprentice at least hints at the willingness to learn and grow into a role or organisation. The competitors display an arrogance and boast knowledge and skills that suggests they know everything about business that there is to offer.

I know the show is highly edited and we don’t get a glimpse of the learning that occurs from week to week, but there is something about certain contestants’ lack of self awareness that amazes me. They were clearly chosen for TV rather than future leadership prospects.

In this show displaying weakness is an open door to be mob-attacked and outed by the other team members. Clever leaders have a support network of mentors, colleagues, friends and family who they can trust and who will provide support and feedback. I hope some of the contestants at least have this outlet of help between the emotional beating they take every week.

That said I can’t stop watching it it. It’s entertaining, provides excellent material for training, and is a talking point in offices across the nation every Thursday morning!

 

Thursday
Jan172008

What's the customer's role in customer service?

I've just come back from London having delivered a customer service course for 24 people on the front line at some of the main London stations (ticket office, gateline and platforms).

I've worked with them before and I'm always struck by what a difficult job it is. It's cold, noisy, draughty and extremely busy, and on top of this, there are a good number of rude, sometimes abusive customers.

One of the delegates explained how he makes sure that he gets to know as many customers as possible. I asked him to explain to everyone why he does this. This was his rationale.

'When a customer comes along and is rude or difficult, it's easy to be pulled down and then to look miserable for the next batch of customers. When you then see someone you know, who smiles at you and wishes you good morning, your mood's lifted and then you can deliver good service again.'

So, if you're a regular at a station (or anywhere else) why not make an effort to get to know the person providing the service. Who knows, next time you go back there, you might be the one to lift their mood so they can deliver good service again.

Wednesday
Jan162008

ie+

Last week I went to a seminar on the newly updated JCA Emotional Intelligence Tool, ie+. (It stands for individual effectiveness.)

Some of our team have been using the old version of ‘ie’ on a major graduate programme over the last year, and will be continuing to work with it. I think it would also be very useful in a coaching context.

I enjoyed the refresher on theory, as well as finding out what was new and different, and the chance to meet other people who work with the tool and hear their experiences.

It’s great that we are getting out and about and keeping our ear to the ground on what’s new and updated.