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Trust is like a mirror. You can fix it when it's broken but you can still the cracks in the reflection. If you built trust with your employees, then there is a chance you can break it as well. But how can you regain that trust if you break it?

Today, I talk about how trust affects the performance of your employees. I explain why trust is so important, and provide an example of how easy it is to break that trust. I share some of the ...

Abdulrahman Hussein is the head of cybersecurity services at Soft-Tech Consultants. He has a passion for cyber and information security, as well as for helping clients identify their security risks and determine their cybersecurity preparedness. He is a cyclist who organizes cycling events in Tanzania, as well as an active member of the Rotary Club of Dar es Salaam Oyster Bay. He helps the community by implementing various service ...

In today’s short-and-sweet episode, I talk about what to look for in your work relationships.

I note that, just like other relationships, they require time, effort, and patience. I talk about the importance of going for people who share your values. I talk about what to look for in employees and I share the value of working with the right people. I also talk about how you can treat your employees and coworkers to cultivate the best ...

Ruth Shah-Wigley is the Managing Director and Principal Consultant of ARS IURA Consultancy Service Ltd. Her experience includes the application of key international frameworks, multi-stakeholders, and civil society initiatives. She possesses a breadth of specialized expertise in human rights matters, particularly in business and human rights, as well as women’s and children’s rights.

Today, Ruth joins me to talk about the power of a...

As we discussed last week, there are three key steps to training and strengthening your emotional intelligence as well as the emotional intelligence of others. Step two in the journey to improving your EQ is to take a good, hard look at your ability to be emotionally empathetic toward others. According to Dr. Daniel Goleman, emotional empathy is when you feel physically aligned with another person – as if their emotions are contagi...

Do you believe it is possible to increase your own emotional intelligence? Is it possible to increase the EQ of others? According to Dr. Daniel Goleman, a person’s emotional intelligence is a malleable, trainable skill – unlike your IQ. He argues that a person could even train their emotional intelligence well beyond its natural levels.

So if EQ is a trainable skill, how can we work that skill like a muscle to build it up to that ca...

Sarah Majengo is a strategic communications professional with over twenty years of experience in strategy, communications, public affairs, business development, and marketing. She has delivered successful outcomes for companies by addressing strategic operational and leadership challenges for major local and international brands, helping them navigate complex market and operating environment dynamics. Passionate about developing pe...

The average business only hears from 4% of dissatisfied customers. So when you do hear from an irate customer, it's important to look at it as a golden opportunity to improve your services, prevent future complaints, and gain a loyal customer. This approach is not intuitive, but it's effective.

Today, I talk about how to react to an irate customer and why it's never productive or acceptable to simply yell back. I offer insight into ...

Johnny Black is the Director of EpicIT Pty Ltd where he works with leaders to facilitate the journey from strategy to measurable performance. He is a registered psychologist with experience in business development specializing in Strategy, Leadership, Organizational Development, and Performance Management. Residing on a small farm in the KZN Midlands, Johnny has helped a wide range of clients ranging from large corporations to smal...

What do you perceive as superior customer service? When was the last time you entered a business and walked out thinking “Wow - they provide phenomenal customer service!” As we all know, many businesses and organizations tend to fall short when it comes to providing top-notch customer service – while for others, it seems as though it comes easily, or even naturally. So, what are the secret steps these companies are taking to ensure...

Mokadi Max Mathye has 25 years of experience as a senior business leader in the private and public sectors. He is passionate about business leadership development journeys, corporate governance, customer service, learning and skills development, coaching and mentoring, and professional development of teachers and educators. He has a successful career as an executive and non executive director of private and public entities. He is t...

Looking for a sign? Here it is: the Coaching for Success program, our upcoming workshop designed to help you build your dream team, hosted by Noesis Strategic Institute and Service Quality Institute of the US.

Today, I talk about Coaching for Success. I explain what it is, talk about what it can do for you, and share where you can sign up and learn more.

“The training and techniques outlined in this program...

Laura Minde is the Managing Director and Founder of Outstanding Solutions Ltd., a hospitality consulting firm based in Tanzania that is dedicated to actively contributing to the growth of the Tanzania and East Africa tourism and hospitality sector through high-quality workforce training. Laura has 5 years of experience in training corporate staff and management employees to develop skills, competencies, and knowledge in workplace s...

In his book Make Your Bed: Little Things That Can Change Your Life…And Maybe the World, Admiral William H. McRaven posits that making your bed in the morning can change the trajectory of your day, and in turn, your life.

Today, I talk about this idea. I expand on it, explaining why such a simple morning task has such a huge effect. I talk about the benefits of a morning routine, no matter how simple, and I note that these benefits ...