What makes the simple day-to-day task of dealing with other people so full of traps and obstacles that turn a straightforward conversation into a tedious, confused or downright argumentative one?
The word “empathy” is one that gets bandied about a lot these days, with the focus on emotional intelligence and needing to “understand” customers.
Meetings – by which we mean interactions of just about any kind, and of any length or degree of informality – can fail for a number of reasons.
After a change in their stores’ organisational structures, PC World needed to ensure that their staff could provide excellent customer service and improved sales performance. Here's their strategy.
There is a certain amount of confusion when we talk about negotiation as to whether we mean negotiation or persuasion.
Being able to negotiate effectively is becoming increasingly important for all organisations and departments.