194. Creating A Culture Of Internal Customer Service Secrets From A Coach - Debbie Green & Laura Thomson's podcast

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Fitness Business Podcasting Education Self-Improvement Mental Health Laura Thomson & Debbie Green Debbie Green Laura Thomsons

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المحتوى المقدم من Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.

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<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/uncuffed">Uncuffed</a></span> podcast artwork

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Uncuffed

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Uncuffed empowers people in California prisons to tell their own stories. The award-winning collaboration between incarcerated student producers and professional journalists shines light on the human experience of people before, during, and after their prison terms. The new Season 4 is hosted by formerly incarcerated producer Greg Eskridge. https://www.WeAreUncuffed.org

Secrets From a Coach - Debbie Green & Laura Thomson's Podcast « »
194. Creating a Culture of Internal Customer Service

منذ عام واحد 34:03

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المحتوى المقدم من Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.

In this second episode in our latest 3-part miniseries looking at customer service we look at benefits and steps to creating an internal customer service culture.

… continue reading

فصول

1. 194. Creating a Culture of Internal Customer Service (00:00:00)

2. Service Culture and Internal Customer Experience (00:00:03)

3. Impact of Internal Service Culture (00:12:16)

4. Feedback and Measurement in Workplace (00:22:02)

227 حلقات

#Fitness #Business #Podcasting Education #Self-Improvement #Mental Health #Laura Thomson & Debbie Green #Debbie Green #Laura Thomsons

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194. Creating a Culture of Internal Customer Service

Secrets From a Coach - Debbie Green & Laura Thomson's Podcast

published منذ عام واحد

مشاركة

MP3•منزل الحلقة

المحتوى المقدم من Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Laura Thomson-Staveley & Debbie Green, Laura Thomson-Staveley, and Debbie Green أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.

In this second episode in our latest 3-part miniseries looking at customer service we look at benefits and steps to creating an internal customer service culture.

… continue reading

فصول

1. 194. Creating a Culture of Internal Customer Service (00:00:00)

2. Service Culture and Internal Customer Experience (00:00:03)

3. Impact of Internal Service Culture (00:12:16)

4. Feedback and Measurement in Workplace (00:22:02)

227 حلقات

#Fitness #Business #Podcasting Education #Self-Improvement #Mental Health #Laura Thomson & Debbie Green #Debbie Green #Laura Thomsons

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226. Book Club - Scary Smart - Using AI Intelligently 30:30

منذ يوم واحد30:30

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Send us a text Welcome to the first in our new 4-part series where we review 4 of the recent books that have made an impact on us. Ideal for those who find it tricky to get the time to read but want the benefits of learning in an easy-listen way with tangible takeaways weaved in. Mo Gawdat's Scary Smart book is as much a call to action as it is a good read for those interested in all thing Artificial Intelligence. Mo takes a creative look at AI and rather than us humans as unknowing consumers, we are unwitting creators in how AI is learning and adapting the more we use it. You can purchase the whole book here , or join us for a 30 min romp through the main bits as we mix in practical tips and ideas to bring this into everyday actions. If the AI game was changed back in Feb 2017 with Deepmind's AlphaGo, we now have an 18-year old artificial intelligence which is not only coming of age, but we've handed it the keys to the self-driving car. But parenting doesnt stop at 18, we can still make a difference to how AI develops - and we discuss Mo's thoughts on how to do this. Enjoy!…

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225. Time to Talk About Coercive Control in the Workplace 32:48

منذ 8 أيام32:48

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32:48

Send us a text In the final of our 4-part 'time to think' mini-series, we shine a light on one of the darker aspects of working relationships: coercive control. Whether this is an unhealthy manager/team member dynamic or between colleagues we explore what it means, what to watch out for and how to break the cycle. Many face the silent struggle of feeling manipulated or undervalued by their bosses or colleagues—a dilemma that is not often openly discussed but profoundly impacts workplace morale. We dive deep into the characteristics of coercive control, exploring how it subtly manifests itself through micromanagement, gaslighting, or emotional manipulation. A good listen for anyone feeling undervalued and controlled at work and wants practical tips for spotting these behaviours and empowering yourself.…

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224. Time to Plan and Prioritise You 33:22

منذ 15 يومًا33:22

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33:22

Send us a text In the third of our 4-part 'time to think' mini-series, we focus on the importance of not just prioritising yourself, but to hold it as a core value to ensure a healthy balance in how you interact with people and the world at large. If you stand for nothing, you'll fall for anything (Katy Perry, song ROAR) so it boosts our confidence, purpose and energy. We focus on the body/mind link and what a realistic approach to a good life/work balance looks like in practice. We refresh the drivers/over-drivers concept to increase self-awareness about what might get in the way of putting ourselves first and how to reverse the psychology for positive power! If you know you are a perfectionist, make a perfect self-care plan. If you are a people-pleaser at heart, book in self-care with an accountability buddy that you know you wont want to let down. A useful listen for those wanting to remind themselves/inspire others to practice self-care.…

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132. Book Club - Surrounded By Idiots? How to Work Well With People 33:52

منذ 22 يومًا33:52

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33:52

Send us a text Handling tricky people continues to be a hot topic, particularly if you are working in a hybrid setting where misunderstandings can arise due to judgements and perceptions. So this week we dip into the brilliant bestseller 'Surrounded By Idiots' written Thomas Erikson in 2014. It offers a simple method for assessing the personalities of people we communicate with - in and out of the office - based on four personality types (Red, Blue, Green and Yellow), and provides insights into how we can adjust the way(s) we speak and share information. As well as a quick digest of the book, we share practical tools and strategies for applying these in our everyday working life and is a useful refresher for those looking to increase tolerance and productivity with people. This is the first in our Mindful Manager Book Club series - a skills refresher for busy people. Whether you are a formal manager or not, we all need to manage our relationships whether in our professional or personal lives. Learning keeps us fresh and open-minded, so be inspired by an amazing book per week to spark your thinking and boost your confidence. Fancy a deeper dive? check out these relevant episodes from our library: Ep126 Empower With Everyday Curious Conversations - examples of structure and questions Ep111 Accountability for Communication - Who's Responsible? - enabling lean and clean conversations that get understood Ep95 Positive Impact and Influence - core foundations for great relationships and your reputation…

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223. Time to Work Well With Your Boss 44:07

منذ 22 يومًا44:07

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44:07

Send us a text In the second of our 4-part 'time to think' mini-series, we focus on the element that has a huge impact on our performance wellbeing at work: the relationship with our boss. According to Gallup, managers (more than any other factor) influence team engagement and performance. 70% of the variance in team engagement is determined solely by the manager (Gallup, 2021) but not all managers are easy to engage with! We are thrilled to be joined by Jill Walker, author of the 2007 book Is Your Boss Mad? Jill is passionate about teaching people to deal with bosses who are bullies or who let us down. She shares tips to identify, from the interview process onwards, what sort of boss we may be letting ourselves in for. Always practical, she shares some great tips to improve communication skills, boundary management and actions which are useful to reset an inappropriate power dynamic. Bosses are humans too, so this also has some great tips to focus on getting the best out of a challenging boss who may be under pressure themselves. A useful and uplifting listen for anyone who is finding leadership dynamics a challenge at the moment. Bringing this to the modern realities of AI, hybrid working and intergenerational differences, through understanding what might be going on beneath 'mad boss' behaviours we can reclaim our power and take steps to redress the power balance. You can find Jill's wildly entertaining (as well as empoweringly practical) ‘Is Your Boss Mad?’ book here…

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222. Time to Think About Your Mind Health 51:10

منذ 29 يومًا51:10

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51:10

Send us a text Welcome to our latest 4-part mini-series where we invite you to 'take time' to think about 4 important topics that underpin a thriving work-life in the 2020s. In this episode we explore the essential need for us to prioritise our mind health - for our own personal wellness as well as collectively as part of a thriving workplace culture. (PLEASE NOTE: This episode has references to suicide) We are honoured to be joined by Professor Tim Marsh (author of ‘Talking Safety’, ‘Handbook of Organised Wellbeing’ and other books) who shares the stark research demonstrating the very real impact that poor mental health is having on the workplace. Tim was one of the team leaders of the original UK research into behavioural safety in the early 1990s and has played a significant role in making workplaces safer over the last 30 years. We explore the realities, challenges and opportunities surrounding mind health in this decade and why it is so important to take time to prioritise this topic. We also discuss the impact of gender and generational differences and what this means for how we approach this topic with colleagues. A powerful listen, as Tim says 'you never know that you might have prevented' by having a kind word. (PLEASE NOTE: This episode has references to suicide) You can connect with Tim via his LinkedIn profile here He is the co-founder of Anker & Marsh (providing a full series of safety, health and wellbeing training, assessment and consultancy services) alongside Jason Anker You can purchase the book he mentions here Details about the life-changing On Trial event that we discuss can be found in Tim's write up here and by contacting P2BS…

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221. Working Well With Your Opposite - Yin/Yang 33:02

منذ عام واحد33:02

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33:02

Send us a text In the final episode of our 4-part series exploring how to reduce drama in our work lives, we explore the how to work well with people who have an opposite approach to how they work to yourself. Those who prefer detail vs big picture, who needs facts vs stories, who appreciate advanced thinking time vs enjoy brainstorming in the moment. As nature reminds us, there are huge advantages by balancing the yin to the yang, and as sure as day becomes night, being able to work across these differences is a useful skill that leads to collaboration as well as harmonious relationships. A useful listen for anyone who knows they have an 'opposite' in their team and wants to benefit from this in the year ahead (rather than 'cope' with it!)…

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220. Reducing Negative Team Friction 36:42

منذ عام واحد36:42

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36:42

Send us a text In the third of our 4-part series exploring how to reduce drama in our work lives, we explore the difference between negative and positive team friction and the skills to address friction in a positive way. Using practical examples from the world of workplace mediation we highlight the language, tone and intent that can help shift friction from a negative (leaving a mark) to a positive (creating a spark). It can be tempting to use 'battle' language to describe frictions between people, but this can lead to a sense of not wanting to 'back down' and so engaging a conversation may bring with it a sense of defeat or giving in. We explore the impact it can have reframing this as a chance to 'step up' and be an act of courage and strength to want to engage and resolve frictions and challenges. A useful listen for anyone who is sensing that frictions are rumbling between people and wants to shift things on before it becomes irreparable. It is human to experience conflicts, and unpleasant as it can feel in the moment - can lead to the greatest working relationships through the bond that is created when its worked through.…

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219. Spotting Organisational Saboteurs 44:55

منذ عام واحد44:55

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44:55

Send us a text In the second of our 4-part series exploring how to reduce drama in our work lives, we focus on identifying and handling saboteurs around us. We are joined once again by the inspirational Lindsey Thompson who simplifies the complicated world of organisational ‘scripts’. From the moment someone joins an organisation they can’t help but be subconsciously influenced by the script (eg ‘it’s hard to sell around here’ or ‘we are busy’) which underpins the culture (deflated, pressured). She shares tips for spotting saboteurs and to not mis-label people who are ‘wounded’, worried around change or inhibited by power politics playing around them. It also might be a genuine ‘saboteur’ but actually a really healthy challenge to hold a mirror up to a culture. So this is a good listen for those wanting to change things in their everyday workplace practices but doesn’t want to be branded negative or ‘saboteur’. Is your organisation ‘anxious’ as a collective? Lindsey shares practical tips for understanding what might lie beneath surface behaviours and the organisational script which may limit success and engagement. It’s an optimistic reminder that anyone can change, things can be made better - with awareness as the enabler. NB: Lindsey refers to ‘scripts’ which are our unconscious beliefs around how to be in the world in order to keep us safe and successful. She also uses the term ‘strokes’ which are the moments where we experience validation, acknowledgment and reassurance. And ‘games’ refer to the unconscious behaviour patterns with an intended outcome.…

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218. Reduce Workplace Drama - Less Snakes, More Ladders 33:41

منذ عام واحد33:41

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33:41

Send us a text As January 29th marks the new Chinese Year of The Snake, this new 4-part series explores how to reduce drama in our work lives. The Snake is celebrated for being the spirit of transformation and charm - with the gift for shedding old habits to make way for new ones. Is it time to step up and away from the drama or games in your work? In this first episode we take a big picture look at drama at work - how to spot it, how to avoid playing a role in it and most importantly: practical tips for not getting caught up in the gameplay. Lots of transferable examples to refresh your intention for the year ahead, plus useful ideas to share with others if you can see drama taking up too much time when there is much to do.…

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217. Essence of Successful Leadership: Relationships 29:17

منذ عام واحد29:17

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29:17

Send us a text In this fourth and final episode in our latest mini-series looking at the essence of success in 4 specific areas, this one is all about leadership. Whether with a 'big L' ie you have leadership in your job title, or 'little l' -the million small acts of leadership that happen every day in both work and personal lives. People ask you for advice, help, support or guidance? You're a leader my friend! Having been in-room with over 1,700 leaders in 2024, we can summarise what sets the successful leaders apart from the rest: the ability to create and sustain effective relationships. Dialling up emotional intelligence in those moments where it would be so easy to vent, rage, process externally or unsettle people with passing wobbles - being able to take a breath and be intentional about the desired impact is what makes the difference. We discuss the fine line between authenticity and carelessness and practical tips for taking the lead in the big and small areas of life. An ideal listen for anyone debating to take a leadership role and needs a bit of reassurance how leaders come in all shapes and sizes. And you don't need to have the word leader in your job title to be a successful leader. People ask you to help organise events? You're a leader my friend! This is the final episode of 2024, we are hugely grateful for your support and love. We are taking a week off and will be back in action from Fri 10th Jan 2025 with brand new topics and guests to support and cheer you along the ever-evolving world of work.…

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216. Essence of Successful Collaboration: Respect 30:36

منذ عام واحد30:36

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30:36

Send us a text In this third episode in our latest mini-series looking at the essence of success in 4 specific areas, this one is all about collaboration. A hot topic of our time, we see around us the one aspect that makes the difference: respect. Originating from the Latin word ‘respectus’ meaning ‘to hold in regard’ could the magic spell of ‘respectus collaboratus’ be the levels of mutual respect in and between teams? We explore the principles for respect at work and how to role model this to others when they join a team to shift from them to us. Taking a look at collaboration when working hybrid, we share practical tools to bring respect to everyday life in the small and big moments. A useful listen for anyone wanting hints and tips for a cleaner working environment in their team.…

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215. Essence of Successful Teamwork: Care 28:15

منذ عام واحد28:15

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28:15

Send us a text In this second episode in our latest mini-series looking at the essence of success in 4 specific areas, this one is all about teamwork. Out of the million of words written about what makes a team successful, we think it probably be distilled down to one word: care. Using our CARE acronym, we explore concepts and practical examples around great Communication that means we check in on each other, practising Acceptance of each other rather than judging, being Ready to listen and shift from transactional to relational, and showing Empathy to each other. Whether virtual or in-person, keeping a good team going or looking for ways to improve things, we take a practical look at the role caring for each other has in getting the best work achieved. Particularly if it feels there is just not enough time to care, then our call to action is to prioritise it as a performance enabler.…

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214. Essence of Successful Decision-Making: Confidence 33:16

منذ عام واحد33:16

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33:16

Send us a text Our latest mini-series takes a sparkly look at the essence of success in 4 specific moments that can lead us towards a happier, healthier worklife. This first episode looks at the essential ingredient for successful decision-making which could probably be distilled down to one word: confidence. Whether resolving stay/go dilemmas, should I/shouldnt I moments, or steeling yourself to making a life adjustment, we take a look at why decision-making is such an important skill now and into the future. We share 4 practical tools for removing drag, thinking big picture, scanning for the best option and borrowing the approach an Air Traffic Controller brings to making decisions. We then take a coaching approach to guide yourself (or mirror with someone else) with confidence and compassion into taking the first steps towards making the decision come to life. An ideal listen for those looking for a space to think, plan and set your intent for the year ahead in an empowered way.…

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213. Abundant Mindset: Motivating a Lethargic Team 32:01

منذ عام واحد32:01

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Send us a text In the final of our 5-part 'mid-decade culture round-up' series we explore the very real topic of creating an abundant mindset within a team especially through times of ongoing change and transformation. Could it be that many workplaces are requiring above average levels of energy, innovation and collaboration from their people, at the very point in the decade where morale and optimism is lower than average? Rather than focusing on the cause (we guess its a complicated mix of post-pandemic fatigue, trading challenges, juggling personal responsibilities alongside work) we take a practical look at what enables an abundant mindset to become a positive reality within a team. We share our on PAR tool (thanks Sarah Walker) and examples from real life of what has worked to cheer up a team and focus on an optimistic future (e,g, the Care Label idea)…

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