Emotional Regulation – A key element of Emotional Intelligence (EQ)

The ability to regulate or manage our emotions is one of the four elements of emotional intelligence (EQ). In some recent coaching sessions, I observed that a lack of emotional regulation can cause real issues for the performance and mental well-being of individuals and for those they supervise, their peers Read More

2021-08-02T14:38:32+01:00August 2, 2021|Kim's Blog, Management Skills, Relationship Management|

Telephone skills workshop – 11 key points

Last week I facilitated a half day MBL telephone skills workshop titled “Pick up the phone! Client service and sales opportunities for professionals in the digital age”.  Delegates included lawyers, property professionals, actuaries and risk management consultants. We considered both inbound calls (enquiry management) and outbound calls (proactive sales calls). Read More

Three referrer management themes – Plans, Relationships and Communication

At the recent MBL “Developing More Work from Referrers & Intermediaries” full day digital workshop what emerged from delegate discussions were three referrer management themes – Plans, Relationship and Communication.  Agree targets and plans It became apparent early in the session that there was a need for different levels of Read More

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