When someone is not interested in what you have to say, cuts you off, or ignores the way you are feeling, it blocks a productive relationship from developing. For great internal and external business relationships, we need to build rapport when we meet face-to-face, on the phone and even in writing. If you’re shy or […]
I often travel to the US, and was interested to receive an email from the chief executive of United Airlines, Oscar Munoz. His email profusely apologised for the way armed officers forcibly dragged a passenger off one of his company’s planes in Chicago recently. The share price of United Airlines reportedly dropped by $1.4 billion after the […]
Companies are struggling to find service success and the right balance of internet automation and skilled people who can manage complex service needs. Companies like KLM Royal Dutch Airlines are leading the way with their commitment to an one-hour response (when needed) and a 24 hour problem solving promise; KLM has been using social media as its cornerstone […]
I took two colleagues to lunch to an upmarket wine bar café in South Melbourne where the atmosphere is excellent and food usually good. My colleagues enjoyed their meals (fish and vitello tonnato), my first two bites were also enjoyable, until I spotted two short black ‘lines’ in the sauce over the chicken. I moved […]
We continually read about claims from victims of bullying in their workplace, or whistleblowers who report oppressive workplace cultures that condone bullying and discrimination. Bullying alive and unwell Not everyone is sure of what constitutes bullying, sometimes being too quick or slow to label behaviours that ultimately pose health and safety risks, costing companies millions every […]
