Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Here’s a story that highlights the challenges employers face in keeping employees engaged in their work. Read on and then consider the questions I pose.  I caught an early commuter train into London recently. It was delayed and soon became overcrowded. Before long it was at capacity, almost to the point where our private spaces Read more » The post Everyday challenges in keeping employees engaged ...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • We often debate what’s more important. Is it leadership or is it management? At Beyond Theory we believe you need both to succeed in today’s world of high customer expectations, fast paced change and tough economic conditions. So how do you become a FABulous manager?  First, let’s look at leadership and management. To be a Read more » The post Are you a FABulous manager? appeared first on Beyond T...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • For us, everyday should be focused on delivering the very best customer experience. However, each October the Institute of Customer Service highlights the importance of customer service through National Customer Service Week. It’s well known that customer service improves customer loyalty, increases brand advocacy and delivers higher business performance. So what can you do to Read more » The post...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Guest Blog by Julia Doherty, Green Umbrella The right service techniques can have a huge impact on your customer service and ultimately the happiness of your clients.  In this post, I will share with you twelve tools and techniques that we have found valuable to provide an excellent customer service for our clients. #1 – Read more » The post Top 10 Customer Service Tools and Techniques appeared fi...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Have you ever been misunderstood by email? Have you ever had a situation where your presentation failed to hit the spot with your audience? Have you ever been in a meeting where you missed an opportunity to make your point? If so, then please read on and learn how planning your communication can help get Read more » The post Planning Your Communication appeared first on Beyond Theory.

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • A couple of weeks ago the Institute of Customer Service (ICS) published its latest ‘state of the nation’ report. It’s a great read. The UK Customer Satisfaction Index (UKCSI) is an established barometer to measure the trends in customer service. One fact I quickly picked out was that Aldi now lead the way in customer more » The post Supermarket wars! Aldi leads the way in customer satisfaction app...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • It’s often been said that apart from bereavement, public speaking is the most stressful experience we can have. If you’re fretting about making a presentation then here’s some great advice from ancient history. Greek philosopher Aristotle talked about three concepts: ethos, pathos and logos. Here’s our take on his top tips on how to improve your more » The post Presentation Skills – it’s all Greek...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Our blog in March focused on listening skills. This blog focuses on the attitude needed to listen effectively. In essence, the difference between listening to understand v listening to respond. Take a look at the video clip below which was live on television just a week ago. Make your judgement – are these people listening more » The post Listening to understand v listening to respond appeared fir...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • What to do when things go wrong? Last week’s eviction of Dr. David Dao from the United Airlines flight went viral. Not the kind of publicity that is welcome. Whatever the reason for the passenger being removed the whole episode proved to be a serious public relations gaffe that damaged share price as well as reputation. more » The post What to do when things go wrong appeared first on Beyond Theor...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Giving employees a voice is a recognised driver to increase employee engagement. People need to feel they can contribute ideas and improve things that aren’t working. Listening, rather than just hearing, is therefore essential.  Encouraging employees to give their views can be done in many ways. Here are a few: Annual employee surveys Appraisal interviews 1:1 more » The post Listening is far more ...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • This headline is a direct quote from the UK Customer Satisfaction Index (UKCSI) published by the Institute of Customer Service (ICS) in January 2017. This report goes on to say that a 1 point increase in employee engagement is likely to give a 0.41 point uplift in customer satisfaction. And we know how well customer more » The post Higher levels of employee engagement boost customer satisfaction a...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post

New blog articles detected.

  • The Science of Persuasion

    Influencing others is essential in business. Whether in sales, design, management or anything else how we persuade others is key to our success.  So is persuading others an art or a science? Life is a negotiation. We can rarely, if ever, succeed by ourselves. Therefore it’s very important to understand the science of persuasion. Only more » The post The Science of Persuasion appeared first on Beyo...

  • How to make your New Year resolutions happen

    Happy New Year! And welcome to the season for New Year resolutions. I expect that my local gym will be full and that lots of people will be watching not only their portion size but what’s in their portions too. Until at least February… Apparently most New Year resolutions fail to go beyond even the first more » The post How to make your New Year resolutions happen appeared first on Beyond Theory.

  • Treating a complaint as a gift…

    ‘Your most unhappy customers are your greatest source of learning’ is a quote often attributed to Microsoft founder Bill Gates. How do you view and handle your complaints? Are you really using every opportunity to turn those ouch! moments in to wows! Can your complaints be those extra gifts you’ve be waiting for? Let’s face more » The post Treating a complaint as a gift… appeared first on Beyond T...

  • Leadership v management

    Leadership versus management is a topic that is often discussed and debated on our leadership and management development courses. Which is the best? Are they the same? Does it really matter what you call it, so long as you are doing the right thing the right way? To raise and address these questions we often more » The post Leadership v management appeared first on Beyond Theory.

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post
  • Over time I have often come across the method of giving feedback using the sandwich technique. I think you’ll recognise this: something positive, something negative and then something positive. Although I appreciate the need to leave people feeling on a high and feeling motivated, I do question whether the so called meat in the sandwich gets more » The post How to give a feedback sandwich with no ...

Beyond Theory - business training and coaching
Beyond Theory - business training and coaching
Blog Post

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