A Cortado

I love a Cortado from a certain coffee shop (I bet you can't guess which it is!).

It is interesting however, the difference in quality of drinks, even in a mainstream coffee shop like this one.

Training is so important, but so is regular monitoring to avoid quality drift.

Here is one of the most beautiful drinks I have ever had.

Thank you to the wonderful lady at the Drive Thru for taking the time to make my drink and serve with such a welcome.

Listen

Have you been in a conversation where the other person hasn’t been listening well?

Were they interrupting, talking about something else or distracted? Maybe you have been like that with someone else? A big part of working in a team is increasing in self-awareness, being aware of how much you talk and giving others the gift of listening well to them.

So what skills are needed to listen well?

1. Be aware of non-verbal communication. We need to encourage the other person that we are listening, and can do this by leaning forwards, giving good eye contact (but not in an aggressive manner), giving space for the person to think and respond, and not being judgemental.

2. Be like the people at a drive thru- Try to state back what was said & ask what else?

3. Say thank you. Make sure you sincerely thank the person for sharing with you.

4. Ask questions to clarify any points.

5. Tell them how you will respond. You may be able to respond immediately, otherwise, tell the person when and how you will respond to what they said.

These skills are particularly important when in a conflict discussion.

Remember- listen well, repeat and ask if there is anything else- just like when you go to the drive thru.

Best Business Coaching Company 2023

Thank you to SME news for recognising Multiply Coaching as the best business Coaching Company 2023.

We are delighted with the news, and want to thank all our clients who have supported us through this journey.

Different types of conflict

Will you come in and do some conflict training in our organisation?

Often we get asked to come in and train organisations that want to help their employees thrive and work well together.

When we get asked to come in and do some training, the first thing we need to find out is the type of conflict the organisation would like us to address.

For example- conflict between staff members requires very different skills and training from staff/customer conflict.

With both types of conflict, learning good speaking and listening skills is essential, but when dealing with customers it is even more important to learn how to reduce triggers & know the customer complaints policy. Many of these customers will not be seen by the same member of staff again, so providing a very good initial impression is even more important.

When giving tools on how to deal with conflict between staff members, there are some important differences. For example- the staff often see each other daily, weekly or monthly and any behaviours that could be ignored as a one-off, become unbearable and need to be addressed.

This is why we adapt the training to each organisation, listening carefully to the managers and the staff needs.

If you would like to book training for your team, visit https://calendly.com/multiplycoaching/newclient to book in a free 30 minute conversation where we can discuss your situation and training needs.