Press Office

From the desk of Brenda MacLaren . .

To navigate customer conflicts effectively, focus on proactive engagement, setting clear expectations, and fostering a solution-oriented mindset. Empower frontline employees to resolve issues quickly and establish a tiered escalation process for complex cases. Build a culture of conflict resolution through training, while continuously analysing patterns to identify areas for improvement. Adopt a "customer-as-partner" mindset, manage expectations transparently, and always demonstrate accountability, turning challenges into opportunities to strengthen relationships.

In my professional career of over three decades, by considering and implementing these approaches will strengthen your customer relationships, maintain their satisfaction, and turn potential customer conflicts into opportunities for collaboration and growth.

Robin Sharma is a globally recognised leadership expert, best-selling author, and motivational speaker known for his focus on personal mastery and leadership development. He is the author of "The Monk Who Sold His Ferrari" and "The 5 AM Club", which have sold millions of copies worldwide. Sharma’s work focuses on building world-class leaders and helping individuals maximize their personal and professional potential. His clients include Fortune 500 companies like Nike, Microsoft, and NASA. Sharma is known for his Lead Without a Title philosophy, emphasizing that leadership is about influence and can come from any level in an organization.

The communication principles Robin Sharma shares are not limited to leaders but are applicable to employees at all levels. While he often addresses leadership, his core communication insights are valuable for anyone looking to improve their effectiveness in both personal and professional contexts.

Here's how his principles can be applied to all levels of employees.

Tony Robbins is a renowned life coach, motivational speaker, and best-selling author, widely known for his personal development seminars and self-help books like "Awaken the Giant Within" and "Unlimited Power". Robbins has worked with leaders, athletes, and celebrities, including Bill Clinton and Serena Williams, helping them improve performance and achieve success. He is known for his high-energy seminars like "Unleash the Power Within" and his coaching methods that focus on achieving peak performance, emotional mastery, and financial freedom. Robbins is also a philanthropist, contributing millions to charitable causes through the Tony Robbins Foundation.

Tony Robbins' approach to communication is deeply rooted in emotional intelligence, active listening, clarity of purpose, and the ability to manage both your internal and external state. He believes that effective communication is the key to creating strong relationships, influencing others, and ultimately achieving success in any area of life. Tony Robbins often highlights communication as a crucial aspect of building strong relationships, influencing others, and achieving success.

He believes that the quality of your communication directly impacts the quality of your life and emphasises these key points:

In today’s rapidly evolving business environment, the role of leadership is undergoing a profound transformation. The days of top-down, authoritarian leadership styles are fading. Instead, a more inclusive, collaborative approach is taking center stage, one that values every team member's contribution and fosters a culture of shared success. This is the essence of Collaborative Leadership - a journey where leaders guide and work alongside their teams to achieve collective goals.

Collaborative leadership isn't just about making decisions together; it’s about creating an environment where innovation, trust, and diversity of thought flourish. Here’s a deeper look at the key milestones on this journey and how you can implement them in your own leadership practice.

Setting boundaries is key to your personal and professional growth.

In today’s fast-paced world, where the lines between work and personal life are increasingly blurred, setting boundaries is not just important—it’s essential. Boundaries help us protect our time, energy, and emotional well-being, allowing us to show up fully in all areas of our lives.

Setting boundaries isn’t about shutting people out; it’s about creating a framework that allows you to thrive. Whether it’s managing your work hours, protecting your weekends, or ensuring you have time for self-care, boundaries are the foundation of a balanced, fulfilling life.

Unlock Your Potential

Do you recognise the transformative power of reading in shaping your career?

By embracing a reading habit, you can acquire knowledge, refine skills, and unlock your full potential in the workplace. Whether you're a seasoned professional or just starting out, cultivating a love for reading is a lifelong investment that pays dividends in personal and professional growth. Begin your reading journey today and pave the way for career success—one page at a time.

Ever wondered about the part of yourself that lies hidden beneath the surface? 

Carl Jung called it the "shadow" – the unconscious aspect of our personality that the conscious ego doesn't recognise.

A 'skills-first approach' in Learning & Development (L&D) or Human Resources (HR) emphasises prioritising skills over traditional metrics like degrees or job titles. This approach focuses on identifying, developing, and leveraging the specific skills that employees need to perform their roles effectively and drive organisational success.

Unveiling the Layers:

Exploring your identity is a journey of self-discovery that encompasses various facets of your life. By reflecting on key areas such as personal characteristics, cultural identity, social relationships, experiences, values, professional identity, national identity, gender and sexual identity, and psychological factors, you can gain a deeper understanding of who you are and what shapes you.

This article provides a framework to guide you through this introspective process.

Overall, emotional regulation is a key component of emotional intelligence that helps leaders navigate the complexities of their role, maintain their effectiveness, and positively impact their team and organisation.

Coaching plays a pivotal role in enhancing the quality of life for both individuals and teams.

For individuals, coaching provides personalised support and guidance, helping them set and achieve meaningful goals, overcome obstacles, and develop greater self-awareness and resilience. This leads to increased confidence, fulfilment, and a more balanced life.

For teams, coaching fosters collaboration, communication, and a shared sense of purpose. It helps teams align their goals, improve their dynamics, and create a positive, supportive work environment. As a result, team members experience greater job satisfaction, reduced stress, and a stronger sense of belonging.

If a leader is a ‘great’ they will have high emotional intelligence, which in turn enables them to be capable of being empathetic, curious, and humble in all their interactions.

We know that most companies and organisations have always measured the performance of their employees through one lens: results. In the new world of work, consideration of the younger generation and work-dynamics, this level of measurement misses an important factor in employee development.

It is accurate to say that employees are becoming more selective of where they decide to work, and in turn they measure the “performance” of their company and managers. Individuals are most focused on their overall experience, and if they face burnout from pressure, they often lose motivation to stay.

Habits are the small decisions you make and actions you perform every day. So Habits are defined as routines that are practiced regularly.

Habits shape your life far more than you probably realise. Habits are very strong. In fact, our brains cling to them at the exclusion of all else - including common sense.

More than 40% of the actions you perform each day aren’t actual decisions, but habits.

Not only are habits important, they grow stronger and stronger over time and become more and more automatic. So make sure you have the right ones!

Habits are so powerful because they create neurological cravings: A certain behaviour is rewarded by the release of “pleasure” chemicals in the brain.

In the new world of work, team cohesion and effectiveness are more important than ever. Teams are the mechanism that drives performance, innovation, and growth. The benefits of maximising their performance are many, ranging from improved productivity and decision-making, to increased employee engagement, and a more agile response to ever-changing market demands.

“Small moments of connection are so important for us as part of the human experience,” said Thea Gallagher, PsyD, clinical assistant professor in the Department of Psychiatry at NYU Langone Health."

Post-COVID, many of us still work from home and still have limited social contact. People have moved and changed. Lives are different.

Finding places of connection are so important for mental health. Social connection and community have a large effect mitigating depression and anxiety.”