Category: Blog

If you’ve ever worked in a call centre setting, you’ll have seen your colleagues around you answering the phone with a professional tilt to their voice. They’re confident, they know their information and what they need to do to keep a customer or client talking. It all starts with how...

Conflict at work is a natural part of any environment. Two people may have opposing ideas, someone may take credit that isn’t theirs to take, or any number of disagreements may happen between a group of individuals. Tempers can run hot when you’re spending 40 hours a week with the...

Emotional intelligence is an individual’s ability to be self-aware and empathetic, while also being rational. This means that the individual has a good knowledge of themselves, can recognise and understand their own behaviours and emotions, as well as being able to easily identify with the emotions and behaviours of other...

From public speaking to telephone conversations, we all stumble over our words with the dreaded “um”. The last thing you want to do when you’re talking is seem like you don’t precisely know what you’re saying. But the “um” can strike at any time, from a presentation meeting to an...

Sometimes we are tasked with communicating difficult messages at work. A difficult message doesn’t necessarily mean that something utterly dire has happened, such as a family death, but rather there may be a substantial issue with a client that needs to be dealt with. The first step to communicating a...