‘Communication, empathy and customer service in policing, so much more than politeness training’

Over the last few days there has been considerable media interest and reaction to the decision by Greater Manchester Police …read more

What creates a high performing team? Google Research

Google is a data-loving organisation and so they went out to prove, (through robust, evidence based research) what makes a …read more

Coaching – Where managers fear to tread (Part 1)

  Coaching improves bottom line performance between 8-24%* and yet it’s startling how many organisations are either not coaching or …read more

Settling for Peanuts

The other day I earwigged a customer complaining to her friend after their experience at Gatwick security. “He was ignorant”, …read more

The Power of Language – Improving NPS by 35 points

  How often are your customer experience teams consciously choosing the most influential language and behaviours? Or do they sometimes …read more

5 Reasons Why Policing Will Deteriorate Under Trump

Reading between the lines of Trumps latest pledge to, ‘Stand up for our law enforcement communities’, I can’t help but …read more

Why we mismanage change and what to do about it?

  At one level we all know change is constant so you’d expect us all to be well equipped by …read more

Empathy as a Motivation

  Empathy is rarely seen as a motivation and yet it’s at its most effective when held that way – …read more