A practical one-to-one alternative to mediation. Conflict by its very nature involves more than one person but there are lots of reasons why a traditional conflict resolution strategy, like mediation, isn't the right fit at the moment. Some of the scenarios I’ve...
Embracing Innovation: The Role of AI in Customer Service I am intrigued by new things and am constantly trying to learn and adapt to smarter ways of working. So it didn’t surprise many who know me that I was an early adopter of AI. I’m not alone. In today’s fast-paced...
Ever feel like you're talking to a brick wall? It's time to change the channel. We’ve all had those shockers, haven’t we? You're trying to explain something to a team member or a tricky customer, no matter how you phrase it, and it just doesn't seem to click. It’s an...
As artificial intelligence continues to transform the way we work, streamlining everything from data analysis to content creation, one truth continues to stand out - human connection and influence can’t be replaced. This view is supported by the most recent Wiley...