"Each employee has different strengths, which require different methods for improvement. When managers take the time to get to know each employee, the strengths and areas of improvement will be discovered. An employee may shut out distractions, may listen completely, but assumes he knows what the customer wants without recapping. An employee may recap to ensure understanding, but not take the time (or have the job skills) to find the best solution. Through observation, managers will be able to train and coach each employee and turn areas of improvement into strengths."
“Nobody likes change the best leaders embrace it and are always looking for ways of being innovative in order to be as efficient as possible as a business. However, with any transformation programmes, comes uncertainty and can, therefore, harbour resistance. It’s important to identify the challenges to change and take them on the journey with you. New technology can easily be misunderstood and without putting the time into harnessing your audience, true engagement will prove difficult."