Blog
Intelligent complaint handling
January 20, 2021
Hans Rostrup
I was on a flight back from Dublin recently and saw a great example of how to handle a complaint. A female member of the cabin crew was having difficulty stowing a piece of luggage in the overhead locker. So, she moved down the cabin and stored it further back behind the passenger who it…
Do you ask people how they want to be managed?
January 13, 2021
Hans Rostrup
If you’ve ever asked someone how they manage people, more often than not, they’ll say “I manage people the way that I’d want to be managed”. Now, that all sounds very fair and sensible, until you think it through. Unless you’re just one of those lucky people, then that approach is only ever likely to…
Use AID, if it’s praise or advice
January 6, 2021
Hans Rostrup
‘Great job’, someone said to me, only yesterday. Of course it was ‘great’ to hear them say it, but it would have been so much more powerful if they’d taken the trouble to tell me what was so ‘great’ about it. And what had I actually done that was worth pointing out – or was…
‘In person’ adds so much more
December 4, 2020
Hans Rostrup
‘In person’ learning is so energising. I had almost forgotten how much of a ‘buzz’ I got from working with people to facilitate success. It had been March 6th of this year that I had delivered my last classroom event as everything went into lockdown within two weeks and travel became something only to dream…
