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When Customer Service Goes Wrong

One of the things that I truly appreciate about working ....



Frances Ferguson
July 19 2018
 
Making a Splash

In a previous job I was lucky enough to have a colleague, Dimis, whose expertise was helping people solve problems, and, in particular, to be creative in how they tackled....



Frances Ferguson
April 26 2018
 
Getting the Balance Right

Managers often face the conundrum of being caught between ‘rights’ and ‘right’. It....



Frances Ferguson
April 12 2018
 
Thursday Insight: Constructive Feedback Trumps Cheap Shots

In a week when I’m writing about feedback, it’s perhaps ironic that President Trump is in the news again ....



Rod Webb
March 22 2018
 
Intention or Perception?

It is unlikely that you’ve missed the increasing number of headlines in recent weeks resulting from people sharing stories of incidents where they have felt harassed or d....



Frances Ferguson
November 2 2017
 
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