Conflict

A general law of interpersonal relationships?

This time last week (17th June) I was asked to join some other great speakers at the 75th MPF Retuning your firm online session.  Richard Chaplin asked me to speak about psychology and business relationships. The intersection between the topics of relationship management and psychology is an area of particular Read More

2022-06-29T08:27:20+01:00June 24, 2022|Kim's Blog, Management Skills, Relationship Management, Selling|

Book review: Mediation and dispute resolution – Contemporary issues and developments by Tony Whatling

I reviewed Tony Whatling’s first book – which provides a great introduction to mediation Mediation skills and strategies – A practical guide by Tony Whatling (kimtasso.com) in October 2020 – before I qualified as a mediator . This book seems to be aimed at more at experienced mediators who become Read More

2022-06-01T08:56:24+01:00June 1, 2022|Kim's Blog, Management Skills|

Book review: How to advance your career in professional services marketing by Dominic Ayres

This article was published in the April 2022 edition of PM Magazine. A book review: How to advance your career in professional services marketing by Dominic Ayres. It’s a useful and timely book for those planning their careers in professional services marketing and business development. It starts at launching your Read More

2022-04-22T14:47:05+01:00April 22, 2022|Kim's Blog, Management Skills, Marketing|

Research on leadership and emotional intelligence (EQ)

I have written extensively on both leadership and emotional intelligence (EQ).  I previously observed the similarities in these skills sets. So I was particularly interested to see two leading authorities – the Center for Creative Leadership and Harvard Business Review – publish articles on these topics where the similarities in Read More

2021-09-16T10:24:57+01:00September 16, 2021|Management Skills|

Managing client complaints – Process, anger and apologies

Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More

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