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Articles

Senior executives’ responsibilities invariably involve making strategic decisions to manage positive and negative risks. If records managers want to be able to get enough interest from senior executives …


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Frailty When a transformation is frail, it is not really transformative. It is considered an extension of the current way of doing business. The thinking behind the transformation …


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“This course has allowed me to understand who I really am” said the project engineer from Yap. “This course has taught me how to fish rather than giving …


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Customer service strategy

I groan whenever I hear the tell-tale signs of voice recognition response system ‘handling’ my service request. My latest experience was with a taxi company which, prior to …


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Standards of Customer Service

Potential clients frequently ask us to deliver training on customer service. My first question has always been, “What are the standards of customer service you want to offer …


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Leading a Goal-setting discussion

Managers and their direct reports need to collaborate in setting meaningful goals, tracking progress against those goals over time, and evaluating performance. Connecting an employee’s work with organisational …


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