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Below
you will find a selection of articles and other current facts which
highlight some situations where performance can be improved within
organisations through the use of appropriate analysis.
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Read
in pdf format
Read
in doc format
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Assessing Emotional Intelligence |
| The
spotlight today has shifted away from judging career success by hard
skills only and is now being centered increasingly on the ‘soft
skills’ associated with democratic, flexible, team based work
cultures. Such skills include getting on with others in the organisation,
adapting to the fast changing external environment, and handling stressful
situations. (read
full article) |
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Read
in pdf format
Read
in doc format
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Choosing “THE BEST” In A Customer Contact Environment |
| Lixivium
Consulting set out to discover whether “top” performers
in the Call Centre industry possess unique characteristics that set
them apart from everyone else. Anecdotal evidence from many Call Centre
Managers seemed to indicate that their so called “best”
performers seemed to do things differently from everyone else... (read
full article) |
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Read
in pdf format
Read in doc format
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Emotional Intelligence and Leadership: Why the 'Soft Skills' matter? |
| The
last few decades have witnessed a continuous growth in interest in
the area of leadership, with both managers and leadership researchers
searching to identify those behaviours that increase a leader’s
effectiveness... (read full article) |
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Read
in pdf format
Read in doc format
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Looking for the best? Then measuring motivation is the key to finding
those “top performers”. |
| Roz*
is a call centre manager of a large telecommunications company who
was recently having problems with the productivity of a number of
“her best staff”. She called me in for a chat to see if
I could help identify some of the problems.... (read
full article) |
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