CIPD Conference: ‘No one-size-fits-all for leadership practices’
Despite the abundance of formulas to identify what makes a good leader, the problem is that each one has different competencies and, therefore, leads in quite different ways. This means, said Marcus Buckingham in his keynote speech at the Chartered Institute of Personnel and Development’s annual conference in Manchester this week, that trying to transfer […]
CIPD Conference Blog: O2 on linking engagement and customer service
I’ve been guest blogging at the CIPD conference this week, here’s a write up of a great story about connecting the employee and customer experience. Hope you like it. When Nicky Brimmer of O2 first took to the stage to talk about ‘Turning customers into fans: linking employee engagement to customer service’, Elizabeth Barrett Browning’s […]
Shortage of truck driver trainers could lead to UK transport crisis
If UK employers do not insist that their truck drivers undertake Driver Certificate of Professional Competence Training in the near future, the country will face a potential freight and transportation crisis when new European Union legislation comes into force. According to provider 24-7 Training, a shortage of trainers exists already, which means that, unless they start […]
Case Study: Lancaster Landmark Hotels focuses on attitude to boost retention
The Lancaster Landmark Hotel Group has boosted both staff retention and customer service levels by focusing on recruiting and developing personnel who it believes have the right attitude and behaviour. The organisation operates three high-end London hotels, each of which is managed independently and caters to different types of customers, which made it difficult to […]
Mediation: Part Four – How to deal with the outcome
When destructive workplace conflict rears its ugly head, it will typically be an HR professional who suggests mediation as an option to try and resolve the situation By the time the case gets to mediation, this ‘referrer’ will probably have invested significant time and emotion in it and will most likely have expectations about the […]
Employers reject offshore call centres due to staff quality concerns
A huge four out of five senior executives in English-speaking countries have no plans to offshore their customer contact centres because concerns over staff quality are failing to outweigh cost benefits. A report by analyst firm Ovum, based on a survey of senior executives at large North American, European and Australian companies, revealed that only […]
HR Forum: Shropshire Council – a talent strategy for change
In a bid to cope with huge organisational change as well as the implications of employing an ageing workforce, Shropshire County Council has introduced a proactive talent management strategy to try and ‘grow its own’ leaders of the future. The Conservative-led local authority hit the headlines this July after sending letters to each of its […]
How to guard against corporate social media discrimination
Corporate social media discrimination is becoming an increasingly tricky issue to deal with and HR is finding itself at the forefront of the struggle – often without having the necessary defences in place. Corporate social media discrimination refers to situations where employers use social networking sites such as Facebook to undertake research about a candidate’s […]
Ask the Expert: Can I give a bad reference?
The question Does a referee need to discuss a potentially damaging reference with the employee concerned before it is sent to a new employer? What is the legal position on references generally in terms of what can and can’t be said? The legal verdict Martin Brewer, a partner at Mills & Reeve […]
Blog: Developing a customer-service mindset in HR
“We hire happy people and teach them to make sandwiches.” ”To maintain a connection between the front lines and the back office, every manager is required to spend four days a year on the shop floor.” (Pret a Manager). “We hire ‘customer service people’ and teach them all about coffee.” (Starbucks). This week, I ordered […]
IT outsourcing cuts costs, but fails to improve quality, warn HRDs
The majority of public sector HR directors believe that, while outsourcing their IT could contribute to cutting costs, it will not help to deliver better quality services. According to a survey among 100 HRDs working in central government departments, local authorities, NHS Trusts and police forces by jobs website TotalJobs.com, almost two-thirds believed that outsourcing […]
CEO Insight: Company Shortcuts’ Lara Morgan on staff retention
Getting the staff on board is one thing, keeping them is another. Loyalty is important to me. I wanted to create an environment where people wanted to work, would thrive and progress. In the early days, we worked in an open plan office (my front room), we often ate lunch together (in my kitchen) and over these […]
Leadership development is top L&D priority over next 12 months
Leadership development will be the top priority for workplace learning professionals over the next 12 months. A survey conducted among 417 learning and development specialists by Video Arts revealed that 61% intended to provide leadership development training over the year ahead. Other priorities were people management, coaching, teamwork, customer service, time and change management. […]
Government funds released to train more online spooks
The Coalition Government is to channel funds from its £650m National Cyber Security Programme into making good a shortfall in the number of internet specialists required to combat online information security threats. Concerns about the inability of GCHQ to retain enough cyber experts were raised earlier this year in the Security and Intelligence Committee’s annual […]
Tax relief cannot be claimed on car allowances, rules tribunal
A training provider plans go to the Court of Appeal over an upper tier tribunal ruling that tax relief cannot be claimed on car allowances. The upper tribunal ruling in the dispute between Total People – now called Cheshire Employer and Skills Development – and HM Revenue & Customs found that lump sums given to […]
Building much-needed business savvy
Learning and talent development professionals are used to expanding the skills of others in the business. Customer service has to improve and technical skills must be upgraded. Staff need to acquire knowledge of new technologies and leadership capabilities should be refreshed and strengthened. But a key development area that will also pay real dividends […]
Talent Spot: Jez Langhorn, McDonalds’ VP of people for Northern Europe
Although ‘persistence’ and ‘staying the course’ may not be the sexiest of qualities, they are important ingredients to business and HR success and should not be underestimated, says Jez Langhorn, McDonalds’ vice president of people for the UK and Northern Europe. And in fact, such doughty terms could also be applied to his own working […]
Blog: TK Maxx – when collaboration pays off
Having heard Penny Illston, HR Director at TK Maxx UK & Ireland, speak at our HR Conference recently, I was delighted to see their hard work pay off following a recent visit to one of their stores. It was relatively quiet in the store and only one person serving at the cash register. With no-one else in […]
HRD Insight: M&S’ Tanith Dodge on boosting customer service via staff engagement
Employee engagement and good customer service are integrally linked, believes Tanith Dodge, HR director of Marks & Spencer. The idea is that if staff are demotivated and unhappy, they will not be inclined to go the extra mile or care about the impact of their behaviour either on individual customers or the brand image of […]
Talent management – broadening out the talent pool
Despite commonly held views to the contrary, effective talent management does not have to be expensive. It also does not have to be all about measuring, tracking and recording the activity of high achievers to the apparent exclusion of everything else. A key question in this context is that, if there is any truth to […]
