Kevin Dwyer
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Emotional Intelligence At Work
Emotional intelligence is more than 90 % of what makes the difference between one leader's success and another leader's failure. Intelligence measured by IQ is less than 20% of what makes the difference. This is a popular refrain of Emotional Intelligence devotees. Is it true? My experiences with a group of twelve people in a hospitality organisation strongly suggest it is true. The twelve people were part of... (posted by Kevin 3 years 309 days ago.)
Emotional intelligence is more than 90 % of what makes the difference between one leader's success and another leader's failure. Intelligence measured by IQ is less than 20% of what makes the difference. This is a popular refrain of Emotional Intelligence devotees. Is it true? My experiences with a group of twelve people in a hospitality organisation strongly suggest it is true. The twelve people were part of... (posted by Kevin 3 years 309 days ago.)
Lead Your Team - Learn How to Counsel and Confront
Observing many different companies in many different industries at work, I have come to a conclusion about what weaknesses are most common in leaders. There are several, one of which is tolerance. One might suspect that tolerance is good. It allows people to be creative, to be able to own their job and participate willingly and ably in the enterprise. A certain degree of tolerance by a leader... (posted by Kevin 3 years 309 days ago.)
Observing many different companies in many different industries at work, I have come to a conclusion about what weaknesses are most common in leaders. There are several, one of which is tolerance. One might suspect that tolerance is good. It allows people to be creative, to be able to own their job and participate willingly and ably in the enterprise. A certain degree of tolerance by a leader... (posted by Kevin 3 years 309 days ago.)
Customer Focus Strategy
For more than twenty years the mantra in private enterprise and public enterprise has been "customer focus". The phrase appears on mission statements, vision statement and "our values" statements adorning private and public enterprise walls alike. The phrase has been embedded in part by an exponential growth in management processes and systems based processes. The advent of systems based methods such as Enterprise... (posted by Kevin 3 years 314 days ago.)
For more than twenty years the mantra in private enterprise and public enterprise has been "customer focus". The phrase appears on mission statements, vision statement and "our values" statements adorning private and public enterprise walls alike. The phrase has been embedded in part by an exponential growth in management processes and systems based processes. The advent of systems based methods such as Enterprise... (posted by Kevin 3 years 314 days ago.)
Customer Cues and Peripheral Vision
In industries with a high proportion of one-to-many direct customer contacts, not enough attention is paid to training people to observe and interpret non-verbal customer cues. To explain, here is the scene. You are in an upmarket restaurant with five friends and family. You have enjoyed the glass of Cloudy Bay Sauvignon Blanc with the big bowl of mussels in white wine sauce you all ordered to share. It is... (posted by Kevin 3 years 314 days ago.)
In industries with a high proportion of one-to-many direct customer contacts, not enough attention is paid to training people to observe and interpret non-verbal customer cues. To explain, here is the scene. You are in an upmarket restaurant with five friends and family. You have enjoyed the glass of Cloudy Bay Sauvignon Blanc with the big bowl of mussels in white wine sauce you all ordered to share. It is... (posted by Kevin 3 years 314 days ago.)
Cross-sell to Provide Service in the Hospitality Industry
Guests of hotels and resorts at the top end of the hospitality range of properties are being under-serviced. The impact is felt directly on the top line of sales and potentially indirectly through return visits. The under-servicing is manifested at the organisation level through low levels of up-selling and cross-selling. Most hospitality staff do not see the value in cross-selling and... (posted by Kevin 3 years 314 days ago.)
Guests of hotels and resorts at the top end of the hospitality range of properties are being under-serviced. The impact is felt directly on the top line of sales and potentially indirectly through return visits. The under-servicing is manifested at the organisation level through low levels of up-selling and cross-selling. Most hospitality staff do not see the value in cross-selling and... (posted by Kevin 3 years 314 days ago.)
Conducting Exit Interviews
Exit interviews can be as important as recruitment interviews. However, many organisations either do not complete them or they file the data away without any serious attempt to subject it to analysis. Exit interviews are conducted to look at ways of improving an organisation's processes and culture to help retain high performing employees. When an employee leaves an organisation the exit interview procedure follows a... (posted by Kevin 3 years 314 days ago.)
Exit interviews can be as important as recruitment interviews. However, many organisations either do not complete them or they file the data away without any serious attempt to subject it to analysis. Exit interviews are conducted to look at ways of improving an organisation's processes and culture to help retain high performing employees. When an employee leaves an organisation the exit interview procedure follows a... (posted by Kevin 3 years 314 days ago.)
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