Listening

Wagamama – self-indulgence or what?

Doesn’t it always rain in Aberdeen? Well no, not this time. This time we took the sunshine with us. A trip to the East Coast to meet with a prospective new client meant 2 days out – who knew how few flights there are from England to Aberdeen?? On our orange ‘plane we met the …

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What I learnt this month… be in the room

By Liz Kentish. It occurred to me this week that very often when I go into a meeting or I am preparing a meeting room for a days training, that there are always people who turn up early and plonk themselves down at the table and after a grunted greeting, immediately get onto their laptops, …

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What’s work experience really been like? by Ellie, aged 14

At my school everyone in my year at the moment has to do a week of work experience. I chose to do my work experience at Kentish and Co, they are a training and development company. The company is run by my aunt and uncle. On the Monday we travelled to London Victoria and stayed …

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Rob saves the day! A lesson in customer service

Panic, frustration, anger and feeling downright undervalued were just a few of the emotions that made up my morning today. Let me tell you how it all began. It was a wet and chilly morning in Walthamstow, we were preparing to drive home to Stamford after a few days on business in London. Liz and …

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Tales of customer service

A mortgage broker was helping me with my remortgage at home. My wife and I are a pretty complicated mortgaging case (we’d make a good case study in the Sunday papers, I wonder why they haven’t called…?). We’re both self-employed, so no two years’ income are ever the same; and we both have part-time fixed-term …

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I assume you know what I mean…….

Let’s face it; we all have a tendency to make assumptions from time to time, about people and about situations. Our assumptions come from all sorts of things – our experiences, other people’s experiences, the media, current jokes, hearsay, even films and books. Let me share a couple of personal examples. When I was at …

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Coaching Tools, Part 3 – effective listening skills

The ability to listen, not just hear but listen and absorb what is being said is one of the most important skills a coach can master. We are not natural listeners, during a conversation most people are already working out what they are going to say in response; they’re not really listening, they are just …

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Coaching Tools, Part 2 – questions to ask and why?

If you want to find out something, ask a question. Children do it instinctively and they will keep asking, digging and digging until they get an answer that satisfies them. As a coach, questions, or rather the right questions at the right time are as powerful a tool as listening. Listening well allows you to …

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