The Big Issue – My Experience

Red entrance to The Big Issue

The Big Issue & The Big Issue Foundation A hand up not a hand out – this is the mission statement that’s used to describe what The Big Issue and The Big Issue Foundation offers. They cultivate strong working relationships with Big Issue vendors, giving them opportunities to earn legitimate incomes; ‘helping them to help themselves’. Simply, they’re working, not begging. Since the economic down turn people from all walks of life have struggled to find […]

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    The Power of Empathy

    Learning and development trainer

    Introducing the topic of empathy As part of a Developing Positive Relationships training programme for Yeovil District Hospital, I was struck by the impact a four minute video clip had on the delegates. The impact was such that I decided to take a moment and share it with you. By way of introducing the topic of empathy, I had come across Cleveland Clinic’s Empathy: The Human Connection to Patient Care, a film clip that moves […]

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      Righttrack Delegate Star Of The Month – Kirsty Whitehand

      Star of the month Kirsty Whitehand

      A goosebump inducing letter that that proves Learning and Development is more than just improving your performance at work This is a letter written by the lovely Kristy, a Medical Secretary at Yeovil Hospital, who recently attended a Righttrack training programme, Developing Patient Relationships. It doesn’t need much of an introduction, however, I’d like to mention that it is because of Kirsty that we have decided to launch our Star of the Month initiative to provide […]

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        Practice These 3 Steps To Gain Assertiveness Skills

        3 step assertiveness skills

        Walking the tightrope of assertiveness can be difficult, either in the workplace, with family or hanging out with friends   The challenge is to balance your behaviour between two extremes; presenting yourself as (doormat) too passive or being (bully) overly assertive or aggressive. Using assertiveness with grandparents to be Surely telling your parents and in laws that they are going to be grandparents is one of life’s most amazing moments? Of course, I hear you say. […]

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          What Is Your Tiger Bread Customer Service Moment?

          Tigerbread customer service tale

          Going the extra mile in customer service In a world where the fight to attract and retain customers is fought fiercely, one of the things I’m often asked to deliver is Customer Service Training. Helping people understand the importance of ‘going the extra mile’ and supporting them to do this at every opportunity is a key objective for many customer service and management teams. Many of us think that we already go above and beyond […]

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            The Meaning Of Employee Engagement

            Gummy bear - crowd surfer by star and fans

            The phrase ‘Employee Engagement’ in Management and Leadership Training Programmes is often tossed about like a crowd surfer From the moment hands are in contact with it, the next moment it’s gone.   Many managers who are up to their eyes in the turmoil of big challenges and long days really appreciate what ‘employee engagement’ is and how job attributes and leadership are at the core of it. See ‘The Meaning of Employee Engagement’ by WILLIAM H. MACEY and BENJAMIN SCHNEIDER. […]

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              Excellent Customer Service Skills – You Must Be Joking

              Laughing Eggs

              Bad customer service is no laughing matter  “What me? Attend a customer service skills training programme! “You must be joking! I went on a course when I left college.” “I’ve been working here for 11 years now – no one’s complained.” “Send the new people; it would be an insult if I were sent on a course.” They simply don’t provide the training Because they can’t get staff buy-in to attend customer service skills training organisations […]

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