Tag: coaching

Sorry Not Sorry: A Star Wars Story

A long time ago in a decade far, far away (the 1980s), before apps and the internet, I rang my local cinema to book tickets for the latest Star Wars epic . Here’s how I learned about the power of positive language.

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The Back to School Guide for Grown Ups

The grown-ups’ equivalent of going back to school is starting a new job. How can we make sure our new joiners at every level, like our children, arrive confident, equipped and ready to hit the ground running?

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Selling without being sales-y

You know how it starts. (“Hello, am I speaking to…? Great! How are you today?”).
You know the type. (Pushy. Talks too fast, listens too little).
You know the tactic. (“A special deal, just for you, but only if you buy it TODAY…”).
You know the feeling. (Oh dear, here we go…).
For a nation that loves to buy stuff, the word ‘sales’ has a heap of negative connotations.

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HOW much?! Bespoke Training vs. Off the Shelf

What do you think you’re paying for when I quote you for a day’s training?

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A Voyage of Discovery

When launching on a Voyage of Discovery it isn’t enough to simply look at someone else’s holiday snaps. There’s no substitute for experiencing things for yourself to really learn something new.

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Landing the aeroplane

Imagine the scene: Your aeroplane is three hours into a three-and-a-quarter hour flight when your pilot comes on the intercom and says: “Ladies and gentlemen, please fasten your seatbelts, I’m going to try and land this aeroplane shortly.” What?! You’re

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A Christmas Hamper of Customer Types

If your customers were the contents of a Christmas Hamper, what would they be? Here, then, is a light-hearted delve into the Hamper of Delights that is your customer base. Well, we’re allowed to get a bit silly at Christmas…

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We Who Must Be Named (with care)

Names have power. Names have magic in them. Names wrap up all our expectations and emotional baggage into a neatly labelled parcel, whether we like it or not. Think carefully before you apply a label your customers…

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High Hopes

I just rattled off a friendly email to a fellow coach, and as I’m a bit of a fusspot about grammar, spelling etc., I naturally proofread it before hitting ‘send’. Imagine my dismay when I counted – in a very

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“I don’t hug trees and I don’t knit my own yogurt…”

How does coaching fit in to the development strategy in your organisation? Perceptions of coaching (and coaches) vary greatly, and that’s hardly surprising. There are some excellent professional bodies out there laying down rigorous standards and CPD (continuous professional development)

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The Law of Harvest

September means lots of things: going back to school, nights drawing in, the start of that hurtle towards Christmas. It’s also harvesting time, which has been very much in evidence in my rural community. It got me thinking… if we’re

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Whether the weather be fine…

Whether the weather be fine Or whether the weather be not Whether the weather be cold Or whether the weather be hot We’ll weather the weather, whatever the weather, Whether we like it or not!   This catchy little poem

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How changing your jacket can help you deal with difficult customers

One of the subjects I am most often asked to train out is how to handle difficult people – particularly customers who are angry or upset. There are lots of ways our customers can make themselves a challenge, and sometimes

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New Year’s Resolutions for the Goal-Less

Every January my social media stream fills up with comment about New Year’s Resolutions and the importance of goal setting for the months ahead. As a Coach I am, of course, a huge fan of goal setting, both in the

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Self Determination and Building a Narrative

Rebecca and fellow coach Pavlenka Small of Suffolk-based Smallsteps Coaching (www.smallstepscoaching.co.uk) are delighted to be co-delivering a one-day workshop to members of the Colchester Executive Job Club (CEJC) tomorrow, 17 July. The workshop will explore key areas for those undergoing

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“We Never Sell a Stale Cake”

Think about that for a moment.   This, a coaching colleague tells me, is the actual advertising slogan used by her local bakery, deep in darkest Nottinghamshire. I have looked at their website and it all looks just delectable –

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Putting a spout on it

When my now grown up son was about four years old, we had those magnetic letters on the ‘fridge and used them to play simple spelling games with him. So, he would read out a word like ‘hat’, and then

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Guerrilla Gardening for Managers

Did you know that 1st May is International Sunflower Guerrilla Gardening Day? It’s ‘an annual event of optimistic seed growing’. If you want to find out more, go take a look at www.guerrillagardening.org – or better still, grab that trowel

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“Hanging on in quiet desperation is the English way…”

Hard to believe that Pink Floyd’s ‘Dark Side of the Moon’ has just turned 40 years old. It’s one of those albums that seems always to have been there for me – first heard on LP through my brother’s bedroom

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The Forgotten Middle

I want to put in a word for the forgotten Middle. Everywhere I look, in the professional journals, online forums and on the business bookshelves, there’s heaps of opinion and commentary about Leadership; who our great leaders are, the qualities

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In which Winnie-the-Pooh Introduces the Value of Coaching

“Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is

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“If you can’t measure it, you can’t manage it.”

It’s a well known and well respected quotation from the eminent management expert, Peter Drucker. I use it all the time when working with organisations looking to improve their service delivery or the effectiveness of their managers, and there won’t

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Coaching Skills for Line Managers

Every manager wants to get the best performance out of their team members, but some seem to bring about better results than others. What’s their secret? Once you have sound coaching and feedback skills, you’ll wonder how you ever managed

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“Being English I crave disappointment…” (Bill Bailey)

Go on, if you’re English, admit it. You know exactly what he means. We could even widen it out to the rest of the UK, I reckon… self-deprecation and false modesty are peculiarly British traits and Bill Bailey nailed it

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Business Coaching is for Winners

Who do you think is most likely to use the services of a business coach? Would you? Watching London 2012, from the comfort of my sofa, it’s crystal clear how integral coaching is to the success of our athletes. Tribute

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No time to train your customer service staff? Try this…

It’s the age-old problem for phone based customer service teams… they’re missing their targets, but you can’t take the team out for training because your customers are going to keep on calling in and the phones need answering. Here’s the

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Calling all Line Managers!

Have you been promoted into a management role, but feel that you have yet to discover all you are capable of? Maybe you are an experienced manager, but want some fresh ideas about how to support and motivate your staff

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