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Telephone Skills Training Improve sales and service productivity and the value of every call you take with our telephone skills training course and coaching. Learning Overview With improved behaviours, telephone skills and awareness, sales and service agents, receptionists and front desk staff can expect to become more confident in how to manage customer interactions on the phone. They will learn best practice techniques for handling a myriad of different and difficult real world sales and service situations leading to improved outcomes for both themselves, the callers and your business Learning Benefits Our behaviours first approach to training means that learners leave feeling empowered to better manage not just interactions on the phone, but in many other situations at work too. As we improve our communication skills, we also gain other benefits such as improving how we work in teams, lead and manage others. Learning Audience This course is for helpdesk and office staff, receptionists, frontline staff, sales and service agents and call centre staff who want to develop professional call handling skills, telephone etiquette and telephone manners that improve the effectiveness of their call handling and communications skills. It's also for sales, marketing and call centre directors and business owners looking to improve the communication skills of their frontline sales and service staff. Course Content Module One: The foundations for success Before we engage the prospect or customer we need to be prepared, ready and certain of what we want to happen. Learn the importance of effective call control skills Understand the caller’s real need, be the authority and guide the caller Effectivey manage the call direction, journey, and conclusion Manage call silences, pauses and call flow Learn the new sales and service mindset Learn how to be less transactional and more relational on every call Create a more holistic mindset to sales and service Create lasting, positive sales and service experiences Learn time management for handling phone calls Improve how you prioritise each call Learn essential listening skills to avoid errors and repeats Manage your pre and post call time more effectively Module Two: Call Answering and Control Skills With a plan, the right mindset, some best practices and your unique offer, we can engage with the prospect or customer with confidence and a clear goal. Learn effective professional call answering skills Discover the one thing you can do to improve every call outcome Find out the right and wrong way to approach call answering Learn the most effective way to answer a call that 90% of businesses just don’t do Learn how to own the call and control each call stage Understand this most important part of call handling See how language can change the way the call progresses Develop deep listening skills and expectation management Learn how to technically manage the call Learn the right and wrong way to transfer calls and put calls on hold Understand how to adjust the call pace Learn how to manage complaints and difficult callers with ease Module Three: Closing the call Learn how to effectively prepare for the call close Understand the real value of the call close Learn how to avoid common call close mistakes Learn the key call close stages Learn what not to do during the call close Know where you are in the call close Learn when not to close Understand how to gauge how effective your call close was Learn what to do after the call close Understand when the call is actually closed Learn key call close time management skills Review call close next steps Module Four: Applying these skills more widely Learn how to apply these skills in business and life Apply these skills face to face Building stronger relationships Improving the brand and reputation Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. GET STARTED

Emotional Intelligence Assessments Emotional intelligence, also known as EI or EQ, is one of the most sought after skills in today’s workforce, particularly in leadership. This is likely because some 90% of top performers score high on emotional intelligence, while only 20% of low performers do the same. Other research shows EQ makes up for 58% of professional success, regardless of specific role or industry. Businesses can use emotional intelligence tests for a wide variety of reasons such as during recruitment, for internal promotions, for learning and development and more. The History of Emotional Intelligence Testing The term emotional intelligence derives from the term emotional strength, which was coined by Abraham Maslow in the 1950s. It was Michael Beldoch who first used the term emotional intelligence in one of his papers in 1964. From here, developmental psychologist Howard Gardner built on this idea in his publication, "Frames of Mind: The Theory of Multiple Intelligences". In it, he argued that traditional categories of intelligence, such as IQ, fail to fully examine cognitive ability. Instead, he stated there are multiple categories of intelligence including interpersonal intelligence (the ability to understand the emotions of others) and intrapersonal intelligence (the ability to understand one's own emotions). Though the concept existed as far back as this, it wasn't until 1995 that Daniel Goleman popularised the term in his book, "Emotional Intelligence - Why it can matter more than IQ". Since then, several psychologists including Stanley Greenspan and Peter Salovey have both worked on models to define EI. Defining Emotional Intelligence Salovey and Mayer define emotional intelligence as "the ability to monitor one's own and other people's emotions". They say those with a high level of emotional intelligence have the following capabilities: To perceive emotions To use emotions To understand emotions To manage emotions Daniel Goleman's own model is slightly different. His updated model from the Best of Harvard Business Review 1998 focuses on the competencies and skills that drive leadership performance specifically. He states emotionally intelligent leaders possess: Self-awareness (the ability to know yourself) Self-regulation (the ability to manage yourself) Social skills (the ability to manage relationships) Empathy (the ability to understand others) Motivation (the ability to understand what motivates others) Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. WATCH VIDEO

Sustainable innovation drives success, as seen in Tesla, Unilever, Patagonia, Interface, and Danone—shaping a brighter, responsible future. The Power of Sustainable Innovation: Real-World Case Studies Sustainable innovation transforms industries. Companies like Tesla, Unilever, Patagonia, Interface, and Danone prove that profitability and purpose harmonise through eco-friendly strategies, securing a brighter, responsible future. In an age defined by environmental concerns and heightened social responsibility, the integration of sustainability into business strategies has become paramount. Companies worldwide are embracing the notion that sustainable innovation is not only an ethical obligation but also a source of innovation, competitive advantage, and profitability. This article will explore real-world case studies of companies that have successfully embedded sustainability into their core business strategies, highlighting their innovative approaches, the challenges they encountered, and the tangible benefits they have reaped in terms of profitability and purpose. Tesla: Revolutionising the Automotive Industry When you think of sustainable innovation in the automotive industry, Tesla inevitably comes to mind. Founded in 2003 by Elon Musk, Tesla's vision was to accelerate the world's transition to sustainable energy. The company's groundbreaking electric vehicles (EVs) have disrupted the traditional automotive industry, demonstrating that sustainability can go hand in hand with innovation. Tesla's innovative approach began with the production of high-performance electric sports cars. These vehicles not only reduced greenhouse gas emissions but also shattered preconceived notions about the capabilities of electric vehicles. The company then expanded its product line to include more affordable models, like the Model 3, making sustainable transportation accessible to a broader audience. Tesla's challenges included battery technology development, charging infrastructure, and navigating regulatory obstacles. However, their unwavering commitment to sustainability led to groundbreaking solutions. Tesla's Gigafactories manufacture batteries at an unprecedented scale, reducing costs and increasing the range of their vehicles. Their Supercharger network addressed range anxiety, offering fast charging capabilities to EV owners. The result? Tesla has not only driven the adoption of electric vehicles but has also become one of the most valuable companies in the world, proving that sustainability can be a catalyst for business growth and success. Unilever: The Sustainable Living Plan Unilever, a multinational consumer goods company, set a shining example in the realm of sustainability with its Sustainable Living Plan. Unilever recognised early on that its products' environmental and social impacts needed addressing. Their innovative approach was to fully integrate sustainability into their business model, all while striving to double the size of the business. Unilever's challenges were vast. They had to reassess their entire supply chain, ensuring it met sustainability standards. This involved finding sustainable sources for raw materials, reducing waste, and minimising their carbon footprint. They also set ambitious goals, like helping more than a billion people improve their health and well-being and reducing their environmental impact by half. To meet these goals, Unilever focused on product innovation. They developed products that were not only environmentally friendly but also addressed social issues. For example, their Lifebuoy soap initiative aimed to improve hygiene in developing countries. They also acquired companies like Ben & Jerry's and Seventh Generation, known for their commitment to sustainability. Unilever's Sustainable Living Plan not only improved their environmental and social footprint but also bolstered their brand image and bottom line. The company reported that their sustainable brands grew 69% faster than the rest of the business in 2018. This case study exemplifies how integrating sustainability into core business strategies can drive revenue and enhance brand value. Patagonia: Leading the Way in Ethical Apparel Patagonia, an outdoor apparel company, has long been a trailblaser in sustainability and ethical business practices. Their commitment to sustainability goes beyond mere lip service – it is ingrained in the company's DNA. Patagonia's innovative approach to sustainability is anchored in the belief that less harm means more good for the world. One of their most remarkable initiatives is the "Worn Wear" program. This program encourages customers to buy used Patagonia items, repair their old clothing, or trade in used items for store credit. This not only extends the life of their products but also minimises waste and promotes responsible consumption. Patagonia has also taken a stand against "fast fashion" by encouraging customers to buy fewer, high-quality items that last. Their commitment to environmental responsibility led them to donate 100% of Black Friday sales in 2016 to grassroots environmental organisations, contributing over $10 million. Challenges faced by Patagonia included navigating the complexities of their supply chain and balancing sustainability with profitability. However, their innovative approach and unwavering commitment to environmental and social responsibility have led to remarkable results. Patagonia's revenue has continued to grow, demonstrating that consumers are increasingly valuing ethical and sustainable brands. Interface: Sustainability in Carpet Manufacturing Interface, a global manufacturer of modular carpet, is a prime example of how a company can completely revamp its business strategy to align with sustainability. Their founder, Ray Anderson, underwent a transformative journey when he realised the environmental impact of his business. Interface's innovative approach was to adopt a mission to become the world's first environmentally sustainable and socially responsible company. Interface's journey was marked by challenges. They had to reimagine their entire production process, making it more sustainable. They introduced innovative technologies like closed-loop recycling, where old carpets are collected, recycled, and used to make new ones. This reduced waste and resource consumption while saving money. The company also pursued a goal to source 100% of its materials from renewable or recycled sources. Their innovative approach to sourcing led to partnerships with suppliers who shared their sustainability goals. Interface also aimed to achieve zero net emissions, pushing them to invest in renewable energy and reduce their carbon footprint. The results have been remarkable. Interface has reduced its environmental impact, increased customer loyalty, and improved its bottom line. Their dedication to sustainability has not only paid off in terms of profits but has also solidified their position as a leader in sustainable business practices. Danone: Nurturing a Sustainable Food System Danone, a multinational food-products corporation, has undertaken a journey to transform the way they do business, focusing on healthier and more sustainable food products. Their innovative approach is guided by their "One Planet. One Health" vision, which aligns business success with the well-being of people and the planet. Danone's challenges included transforming their product portfolio to offer healthier options, reducing their carbon emissions, and promoting sustainable agriculture. They've invested in research and development to create healthier, more sustainable food products and have implemented sustainable farming practices. One of their most notable initiatives is the Danone Ecosystem Fund, which supports local farmers and communities in developing countries, helping them adopt sustainable agricultural practices. This not only improves the livelihoods of farmers but also secures a sustainable supply of raw materials for Danone. The company's commitment to sustainability has resonated with consumers, making them a preferred choice for those who value healthy, sustainable food products. Their revenue growth is indicative of the profitability of aligning business strategies with sustainability and health. These real-world case studies underscore the power of sustainable innovation in transforming companies and industries. They demonstrate that integrating sustainability into core business strategies can lead to innovative solutions, increased profitability, and a stronger sense of purpose. By embracing sustainable practices, companies can not only mitigate environmental and social challenges but also thrive in an increasingly conscious and responsible world. The time for sustainable innovation is now, and these case studies provide a compelling roadmap for companies looking to make a positive impact on the world while growing their bottom line. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn the secrets to winning customers over the phone with our comprehensive guide. Discover effective techniques to make every call count and elevate your customer service game. FREE DOWNLOAD Mastering the Art of Phone Etiquette: A Guide to Winning Over Customers with Every Call Mastering the art of answering the phone with warmth, professionalism, and attentiveness can significantly enhance customer engagement and satisfaction. By greeting callers with enthusiasm and promptly addressing their needs or inquiries, businesses can leave a lasting positive impression, creating trust and loyalty among potential and existing customers alike. Unlock the secrets to effective phone communication by downloading this guide. Discover the essential components of answering calls the six indispensable behaviors for every interaction and a comprehensive seven-step process to enhance outcomes for each call. First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

Explore the journey towards eco-conscious profits as we delve into crafting a sustainability roadmap that benefits both the planet and your bottom line. Create a Sustainability Roadmap: Paving the Path to Greener Profits In the pursuit of profitability, forging a sustainability roadmap is the compass that leads to eco-conscious success. Discover how to balance financial growth with environmental responsibility and reap greener profits. Green Profits Ahead: Crafting Your Sustainability Roadmap Creating a sustainability roadmap that not only benefits the environment but also enhances profitability is like embarking on a thrilling journey with the Earth as your compass and innovation as your vehicle. It's a challenge, but the rewards are immense, and it's a journey worth taking. In this comprehensive guide, we will explore the ten crucial steps to building a sustainability roadmap that aligns with your business goals and fosters profitability. We'll delve into the intricacies of each step, providing insights and practical tips to help you navigate this exciting voyage toward a more sustainable and profitable future. 1. Define Your Destination Every successful journey begins with a clear destination in mind. Your sustainability voyage is no different. To start, you must define your sustainability and profitability goals. Ask yourself, what does sustainability mean for your organisation? Do you aim to reduce your carbon footprint, minimise waste, or perhaps invest in renewable energy sources? These are the critical questions that will shape your roadmap. The first step in building your roadmap is to articulate your objectives. This sets the direction for your sustainability journey and aligns your team around common goals. Be specific in your objectives and ensure they are measurable. For example, if your goal is to reduce energy consumption, specify the percentage or amount by which you aim to reduce it. 2. Take a Green Inventory Before you can plan your journey, you need to understand where you currently stand. This involves taking a "green inventory" of your organisation's environmental impact, resource usage, and areas of waste. By conducting a comprehensive audit, you'll gain a clear understanding of your organisation's environmental footprint. This audit will not only inform your sustainability roadmap but also reveal areas where cost-saving opportunities lie hidden. Often, sustainability initiatives lead to cost reductions, and identifying these potential savings can significantly contribute to profitability. Keep an eye out for areas where resource efficiency can be improved, waste reduced, and environmental impacts mitigated. 3. Innovation as Your Vehicle Innovation is the engine that drives your sustainability and profitability roadmap. Embracing cutting-edge technologies and sustainable practices can optimise your processes and help you achieve your sustainability objectives. For instance, incorporating Internet of Things (IoT) sensors for energy management or switching to eco-friendly materials in your products can be game-changers. Seek out innovation that aligns with your sustainability goals and offers long-term cost savings. Collaboration with technology providers, research institutions, and industry partners can help you stay at the forefront of sustainable practices and maintain your competitive edge. 4. Short-Term and Long-Term Milestones A well-defined roadmap includes both short-term and long-term milestones. Short-term goals provide immediate direction, while long-term objectives keep your organisation focused on its overarching vision. Your roadmap should include specific, time-bound targets that help measure your progress. For example, short-term goals might involve reducing water and energy consumption by a certain percentage within a year, while long-term objectives could entail achieving carbon neutrality within a decade. These milestones not only measure your sustainability efforts but also serve as motivation for your team, helping them stay engaged in the journey. 5. Engage Your Team Your sustainability roadmap is a collective effort, and your team is your crew on this voyage. Engaging your team is vital to the success of your sustainability initiatives. Encourage their participation, value their feedback, and provide the necessary training to ensure everyone is on board. Sustainability should be ingrained in the company culture, from the CEO to the janitor. Establish cross-functional teams responsible for driving sustainability initiatives and ensure that employees at all levels understand the significance of their roles in achieving the organisation's sustainability goals. 6. Financial Planning Sustainability doesn't have to mean sacrificing profitability. In fact, it often leads to cost savings and can create new revenue streams. Include financial planning as an integral part of your roadmap. Consider the costs of implementation, return on investment (ROI) projections, and potential grants or incentives for green initiatives. Be prepared to allocate resources for sustainability projects and, when necessary, seek financing options to support your initiatives. As your sustainability efforts start to yield financial benefits, reinvest those savings into further enhancing your sustainability measures and profitability. 7. Stakeholder Engagement Sustainability is not a solitary journey. Engage with your stakeholders - customers, suppliers, investors, and the community. Transparency is key when it comes to sustainability. Share your sustainability goals and achievements openly, building trust and creating a sense of shared responsibility. Stakeholders can provide valuable feedback, innovative ideas, and even financial support for your sustainability initiatives. By involving them in your journey, you'll create a network of support and increase your organisation's overall impact. 8. Measure, Monitor, Adapt Just like any journey, you need to measure your progress and be willing to adjust your course as needed. Implement tracking systems and conduct regular sustainability audits to ensure you're on the right path. These assessments help you understand which initiatives are working and which may need refinement or expansion. As the sustainability landscape evolves, be prepared to adapt your roadmap accordingly. Stay informed about changing regulations, emerging technologies, and shifting consumer preferences, and be ready to pivot when necessary to stay aligned with your goals. 9. Communication and Marketing Your sustainability journey isn't complete if you don't tell the world about it. Your commitment to sustainability can be a powerful marketing tool, attracting environmentally-conscious consumers and investors. Use your successes as stories to inspire others and showcase your brand's dedication to positive change. Develop a robust communication strategy that highlights your sustainability achievements and the positive impact they have on the environment and society. Share your progress through various channels, including your website, social media, and press releases, and consider participating in industry events and sustainability awards programs to gain recognition for your efforts. 10. Celebrate Milestones Don't forget to celebrate your sustainability milestones, no matter how small they may seem. Acknowledge the hard work and commitment of your team. Recognise achievements with awards, incentives, or simple acknowledgments. Celebrating milestones not only boosts morale but also reinforces the importance of sustainability within your organisation's culture. Remember, the sustainability journey is not just about reaching the destination; it's also about enjoying the journey and recognising the positive impact you're making on the planet and your bottom line. In the end, building a sustainability roadmap that promotes both environmental responsibility and profitability is about finding the sweet spot where the interests of your business and the planet align. It's a dynamic journey that requires continuous effort, innovation, and a passionate team. With the right roadmap, your company can become a beacon of sustainable success in a world where environmental responsibility and profitability go hand in hand. So, fasten your seatbelt and get ready for an exciting and rewarding adventure toward a greener, more profitable future! Your journey toward sustainability and profitability starts now. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Unlock the 7 essential insights for strategic scaling. Learn how to grow your business with purpose, operational efficiency, and a scalable team—without losing what makes you great. Strategic Scaling: 7 Essential Insights for Growing a Purpose-Driven, Scalable Business Scale your business the smart way—combine values, strategy, and systems to grow sustainably and build something that lasts. Published on: 2 Jan 2025 Strategic scaling isn’t just about getting bigger—it’s about breaking through the barriers that stop most businesses from growing at all. As companies scale, they face predictable challenges: time gets stretched, consistency breaks down, complexity increases, the brand becomes diluted, and agility starts to fade. These are the five business scaling walls —and overcoming them is what separates businesses that stall from those that scale sustainably. Whether you're expanding your team, entering new markets, or formalising your operations, understanding these five walls—and knowing how to break through each—ensures your growth is not just fast, but smart, resilient, and built to last. Here are seven essential insights to guide your journey through the 5 business scaling walls. 1. Purpose and Values-Led Strategic Scaling Anchor growth in purpose-driven goals. Scaling isn’t just a numbers game—it’s a values game. When your growth is rooted in a clear purpose, every part of your business—from operations to brand to hiring—moves in the same direction. Purpose provides the long-term vision that keeps your team aligned and your decisions consistent, even as complexity increases. Lead with transparency, inclusion, and equity. Strategic scaling puts people at the centre. Inclusive leadership builds trust, attracts top talent, and strengthens culture. Being transparent about your goals and values not only improves decision-making but also creates a consistent foundation during periods of change. Empower a diverse team to drive innovation and impact. Diversity fuels resilience and creativity. By building an empowered, representative team, you create space for fresh ideas, better decisions, and broader impact—both commercially and socially. Protect and activate your core values as you grow. Growth can test your culture. To preserve what makes your business unique, embed your values into workflows, decisions, and leadership behaviours. When your values scale with you, your culture becomes a competitive advantage—not a casualty of growth. 2. Strategic Planning for Sustainable Scaling Create a clear, grounded growth plan. Every successful scaling effort starts with a plan that reflects not just ambition, but reality. Factor in your internal capabilities, team bandwidth, operational readiness, and the true pace you can sustain. Growth without structure quickly collapses under its own weight. Use roadmaps to guide action and align teams. A strategic roadmap breaks ambitious goals into clear, prioritised steps. It helps your team stay aligned, focused, and accountable—especially as the business grows and decisions become more layered and complex. Keep your strategy agile and evolving. Markets shift, teams evolve, and lessons emerge. Your scaling plan must remain a living document—something that adapts as you learn, not something fixed in stone. Flexibility is key to navigating the inevitable complexity that comes with scale. Bridge the gap between now and next. Scaling isn’t about hoping for growth—it’s about building a bridge to it. That means identifying the systems, skills, structures, and processes needed to take you from your current state to your future vision. Base strategy on insight, not instinct. Thorough market research and competitive analysis give you a strategic edge. Data-driven planning helps avoid costly missteps and ensures your strategy is grounded in opportunity, not assumption. 3. Operational Efficiency for Strategic Scaling Standardise and document core processes. As your business scales, informal knowledge and improvised methods quickly become liabilities. Documenting workflows ensures consistency across teams, reduces errors, and makes onboarding and delegation faster and more reliable. Automate where possible to reduce friction and free up time. Manual tasks create bottlenecks and increase the risk of error. Automation streamlines operations, boosts accuracy, and allows your team to focus on high-impact work—essential for scaling without piling on complexity. Invest in scalable systems that evolve with your business. Your tech stack should support growth, not slow it down. Choose tools and platforms—like CRM, accounting, and project management systems—that can scale alongside your operations and adapt as needs change. Understand your scaling assumptions and test them early. Every growth plan relies on assumptions—about demand, capacity, customer behaviour, and team performance. Mapping out these dependencies and pressure-testing them helps you avoid costly surprises and strengthens operational resilience. Build infrastructure that reduces chaos, not adds to it. Scaling adds moving parts. Without structure, complexity can spiral. Operational efficiency isn’t about perfection—it’s about building a system that delivers consistent results as the business grows and changes. 4. Building the Right Team for Strategic Scaling Strengthen your leadership to unlock scalable growth. Your business can’t outgrow its leadership. As operations expand and decisions become more complex, a capable leadership team becomes essential. Invest in leaders who not only manage complexity but also align teams, communicate vision, and create stability through change. Develop internal talent through training and support. Strategic scaling isn’t just about hiring externally—it’s about elevating from within. Investing in learning and development prepares your team for increased responsibility, fosters loyalty, and creates a strong internal pipeline of future leaders. Empower people with the clarity, tools, and autonomy to lead. High-performance teams thrive when they’re trusted. Provide clear goals, the right systems, and decision-making authority to allow your team to take initiative confidently. When people are empowered, capacity multiplies—and you move beyond the time limitations of founder-driven growth. Delegate with purpose—not distance. Effective delegation isn’t about stepping back—it’s about stepping aside with structure. Establish clear roles, outcomes, and feedback loops. When team members understand expectations and feel ownership, they can deliver at scale without constant oversight. Scale leadership, not just labour. Adding more people won’t solve growth challenges if leadership remains centralised. Building a team capable of thinking, solving, and leading at every level turns your organisation into one that scales with speed, stability, and strength. 5. Customer-Centred Strategic Scaling Keep customer experience at the heart of your growth. As your business scales, it’s easy to focus on internal targets and operational challenges—but your customers must remain the priority. Growth should enhance the customer experience, not dilute it. Protecting what your customers already love is essential for long-term brand loyalty. Build a scalable marketing and sales engine. Your ability to attract and convert new customers needs to grow alongside your operations. Strategic, data-informed marketing ensures that demand stays strong while targeting the right audiences with the right message—without losing the personality and promise that made your brand successful in the first place. Use feedback to evolve with your customers. What your customers need today may not be what they need tomorrow. Regularly gathering feedback and tracking customer behaviour helps you adapt your offerings, fine-tune messaging, and stay relevant—even as your business becomes more complex. Safeguard quality and consistency across all touchpoints. Rapid expansion can lead to shortcuts, inconsistencies, and brand drift. Strategic scaling includes building in quality controls, training systems, and brand standards that ensure every customer touchpoint delivers on your promise—no matter how fast you grow or how many hands are involved. Strengthen your brand by staying customer-obsessed. Your brand isn’t just your visuals—it’s the experience people associate with your business. A customer-centred approach to scaling ensures that your reputation strengthens, not weakens, as you expand. 6. Financial Readiness for Strategic Scaling Forecast cash flow to stay ahead of growing costs. Scaling isn’t just operational—it’s financial. As you grow, so do your expenses—new hires, upgraded systems, expanded infrastructure. Robust cash flow forecasting allows you to anticipate these costs, avoid surprises, and make confident, timely decisions. Align your budget with strategic priorities. Your budget should reflect where the business is going, not just where it’s been. Strategic scaling requires intentional investment—allocating funds to growth-driving initiatives while managing risk. Every line in the budget should map back to a measurable business goal. Choose the right funding model for your growth journey. Whether it’s equity, debt, grants, or crowdfunding, funding should fit your business model, risk profile, and long-term vision. Strategic scaling means choosing partners and financial structures that support flexibility, not limit it—and that protect your ability to adapt as conditions change. Understand the real cost of capital. All funding comes with strings. Know what you’re committing to—whether it’s interest rates, repayment schedules, equity dilution, or investor expectations. Clarity on your financial obligations is key to maintaining control and agility as you scale. Build financial resilience alongside growth. Fast growth can outpace financial discipline. Embedding strong forecasting, budgeting, and risk management practices ensures your business remains agile—able to pivot when needed, seize new opportunities, and weather inevitable challenges. 7. Monitoring and Adapting During Strategic Scaling Use KPIs to keep growth measurable and focused. What gets measured gets managed. Identify a clear set of key performance indicators that align with your scaling objectives—whether that’s improving customer retention, increasing gross margin, or accelerating team delivery. These metrics act as your compass, helping you stay on course as complexity increases. Stay agile and responsive to real-world conditions. No matter how well you plan, scaling is rarely linear. New challenges will emerge, and unexpected variables will test your model. Strategic scaling means being prepared to adjust—not out of panic, but from a place of clarity and confidence. Validate your strategy with external insights. Your internal perspective is valuable, but it can also be limited. Regularly benchmark your scaling strategy against industry data, expert input, and advisor feedback. Outside perspectives help reveal blind spots and strengthen your decision-making. Reassess assumptions before they become liabilities. Many growth strategies fail not because they were wrong—but because they were never updated. Revisit your key assumptions regularly: customer behaviour, cost structures, delivery capacity, and competitive advantage. Challenge what you think you know, and adjust early. Make iteration part of your rhythm. Strategic scaling is not a one-off plan—it’s a process of constant learning and adaptation. Build feedback loops, conduct regular reviews, and create space to reflect. This discipline ensures your business stays aligned, competitive, and agile as it scales. Final Thought: Strategic Scaling Is Built, Not Rushed Scaling isn’t about speed—it’s about structure. True strategic scaling means aligning your purpose, people, systems, and capital to create a business that’s not only bigger, but better. It’s about navigating the five business scaling walls —time, consistency, complexity, brand, and agility—with clarity and intention. This is how businesses move from good to great: not by chasing growth blindly, but by building it deliberately—step by step, decision by decision, with sustainability and long-term value at the core. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

DISC personality tests assess behavioral styles: Dominance, Influence, Steadiness, and Conscientiousness. They offer insights into communication, teamwork, and leadership preferences, aiding personal and professional development. DISC Personality Assessments DISC personality tests assess behavioural styles: Dominance, Influence, Steadiness, and Conscientiousness. They offer insights into communication, teamwork, and leadership preferences, aiding personal and professional development. Improve Sales, Service, Leadership and Management Skills Personality Assessments Personality assessments are a self-assessment behaviour tool. Candidates who undergo disc personality testing have their DISC type determined and corresponding personality profile revealed and assessed. The various DISC types are indicative of your behaviours and motivations in the workplace. You can use this to identify roles, tasks, teams and more that you, or others, would be ideally suited to. The History of DISC Personality Tests The DISC personality test is based on the work of psychologist William Moulton Marston, who also contributed to creating the first ever polygraph test (as well as creating Wonder Woman!). His 1928 publication, "Emotions of Normal People" outlined four different personality types, at the time with corresponding colours of yellow, green, blue and red. Walter Clarke built on Marston's work in 1956, creating a self-assessment based on his theory, that we now know to be the DISC personality test. Clarke created this test to aid businesses in finding qualified employees. This has been adapted throughout the years to create the incredibly popular DISC assessment used by thousands of companies worldwide today. DISC Workplace Personality Profiles Our DISC workplace personality tests reveal your personality in four key areas: Dominance Influence Steadiness Compliance From here, candidates are categorised into distinct personality types, based on their characteristics in these four areas. These personality profiles can help you better understand yourself, but also employees and their own intrinsic motivations. Our expert debrief helps you identify opportunities to better motivate and communicate with employees across your business. As they like control, they fear being taken advantage of and if they have low emotional intelligence they can become overbearing. D Type Personality Profile D personality profiles are decision makers. They're direct and tend to prefer to lead as opposed to follow. They're very goal orientated and can organise themselves and others to reach these goals. Getting things done is their main focus at work, as such they can find repetitive or time-consuming tasks frustrating. They fear rejection most and if they have low emotional intelligence they may act before listening and confuse the team around them. I Type Personality Profile I personality profiles are people-oriented. They value relationships at work, whether that's with colleagues or customers. They're excellent at motivating others with enthusiasm and optimism. They're highly motivated by positive feedback and the approval of others. Their ideal work environment is a social one and they may struggle to be productive without this S Type Personality Profile S personality profiles are also people-orientated and very empathetic. They're understanding, patient and make excellent team players. They tend to enjoy routine and may be resistant to changing the status quo and need reassurance. They're motivated by a positive team and working environment, as well as regular feedback and recognition. Their biggest fear is conflict and loss of security. If they have low emotional intelligence, they could find themselves agreeing to things they don’t want to do. C Type Personality Profile C personality profiles are critical thinkers with a high attention to detail. They are perfectionists in the workplace, holding themselves and others to a high standard. They enjoy researching and learning, as well as seeing projects through to the end result. They work best in autonomous roles with clear goals and expectations. Their biggest fear is getting things wrong. If they have low emotional intelligence, they can become overly critical of others who don’t meet their exact standards. Understanding DISC Workplace Personality Profiles Your DISC personality test will assess leaders, managers and employees in these four areas and identify which areas they most align with. Employees may be a mix of different types. For example, they may have strong tendencies to lead, but also enjoy routine. Our full expert debrief will help you understand each different result and how you can practically use this information in the workplace to better motivate and engage employees. Benefits of DISC Personality Profiles DISC profile assessments are a powerful business tool. These assessments can be used in a range of ways, but one of the most common benefits is improved communications within teams. The enhanced insight into each other's behaviours and motivations can help colleagues better communicate and collaborate with each other to create a more productive working environment with more positive relationships. Similarly, leadership can use these assessments to identify how to better motivate individual employees to improve engagement and productivity. Many businesses also use DISC personality tests for their recruitment and onboarding processes. They can help assess how candidates will fit into existing teams and indicate how well they might collaborate with existing personality profiles. DISC personality testing is also a great personal development tool. As you can see from the above personality types, each has its own unique strengths and weaknesses. This can help employees identify areas to work on, as well as stretch projects to jump on that they're ideally suited to. In this sense, you can use the assessments to develop unique learning and development strategies that will increase employee performance.

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Customer service questioning techniques can help you uncover valuable information about your customers to deliver better customer experiences. Learn more. What, Why, How: Customer Service Questioning Techniques Customer service questioning techniques can help you uncover valuable information about your customers to deliver better customer experiences. Learn more. Published on: 6 May 2021 As famous English writer, Rudyard Kipling once wrote: “I keep six honest serving men, They taught me all I knew; Their names are What and Why and When, And How and Where and Who…” His, and our point, is that there’s a lot in a question. They allow us to explore the world around us, as well as people’s motivations, feelings and opinions. In customer service, knowing the right questions to ask to get the information you need is the difference between an adequate customer service experience and an outstanding customer service experience . Customer service questioning techniques can help you achieve this. In this article, we’ll be covering: What are customer service questioning techniques? Types of questioning techniques in customer service Questioning skills Why customer service questioning techniques are vital What Are Customer Service Questioning Techniques? Think about the last time you had a customer with a problem. Beyond their name and how you could help, what else did you ask them? Was it immediately apparent what their problem was or did you need to ask a lot of questions to get to the root of the problem? Chances are it was the latter and that you used a lot of different types of questions to help uncover and resolve the problem. This is what we mean by questioning techniques, for customer service specifically, it can be defined as: Questioning Techniques Definition: “Questioning techniques is an all-encompassing term that refers to the many different types of questions we present to customers or clients. Using a variety of questions helps uncover valuable information.” The importance of knowing which questions to use cannot be understated. Think about it this way — you’re the expert on your service or product. A customer might call up with an issue, but not really know what to ask to get the answers they need to resolve the issue. A great example of this is within the telecoms industry. Broadband providers have huge call centres on-hand to help customers resolve problems with their service. While we won’t say they all get it right by any means, they serve as a great example to show that the call agent is the expert. Customers may know there is an issue with their broadband from a symptom of the problem, such as slow speeds or dropping connections. But they don’t know what the problem is. The agent is there to figure it out and will use a variety of customer service questioning techniques to do so. What Are the Different Types of Questioning Techniques? We’ve mentioned a couple of times there are many different types of questioning techniques available for call agents to use. To resolve issues effectively, you need to use a variety of question types, which we’ve covered in-depth below. Open and Closed Questions Open and closed questions are the most common types of questions. To understand one, you need to understand the other. Open questions most often start with what, why and how. They can’t be answered with a one word answer like yes or no. A closed question is the opposite of an open question. They most often start with where, what, when or who, but they can only be answered with one word. There’s a couple of examples belBoth question types have their purpose and can help you retrieve valuable information from customers. Closed questions can help you establish the basics. This includes things like your customer’s name, relevant dates and other pertinent information. Closed questions are also really helpful for confirming you’ve understood a customer. Open questions, on the other hand, are used to help better understand the customer and the reason for the call. They can help reveal customer’s feelings, thoughts and opinions about your product or service. This information can then be used to help resolve and improve. Call handlers are most often advised to use open questions wherever possible. This helps customers feel like they’re being listened to and able to express themselves. This said, call agents should be wary of stacking open questions. This can convolute answers or encourage customers to skip questions altogether. Best practice is to ask one open question at a time, followed by a closed question to ensure you’ve understood the information correctly. Funnel Questions The funnel effect is a questioning technique that has roots with lawyers and journalists, but has been repurposed for customer service. It is used to “funnel” answers to a result the questioner desires. For lawyers and journalists, this was a powerful technique to get incriminating statements or admissions from interviewees. For those in customer service, it’s a powerful sales tool and a great way to clean information from customers. It works in three steps. Step 1: Open Questions Begin with open questions about the subject. This will reveal information to move onto step two. Step 2: Probing Questions Probing questions are questions that help the customer think more deeply about the query. They examine the reasons, emotions and beliefs behind the information already given during open questions. Probing question examples could include: Why do you think that is? What would you like to see as a resolution? Can you tell me more about that? Could you give me an example of what you mean by that? Probing techniques are hard to master, so don’t worry if you get a little stuck with them initially. Probing skills come with great training and experience in knowing how to ask probing questions. Step 3: Clarifying Questions The final step involves using closed questions to confirm there is a shared understanding. This ensures the call agent has definitely understood the customer so they can figure out how best to help them with all the knowledge they need to do so. Using these three steps together is the funnel questioning technique. They work well for call centres as guidelines to help agents get the best information out of customers, so they can provide the best service possible. This said, this technique shouldn’t be followed as an absolute rule. Sometimes, call agents will need to use closed questions to confirm responses from open questions. So you should still be human and flexible to customer needs, even if you’re using funneling questions. TED Questions Unrelated to TED Talks, TED questions can help you ask better probing questions in customer service. It’s a simple acronym — Tell, Explain, Describe. Examples of TED Questioning Include: Tell me, how did that make you feel? Tell me, how did this affect you? Explain to me, how did this happen? Explain to me, what impact has this had? Explain to me, what difficulties have you faced? Describe how that felt Describe how that looked Describe your ideal resolution As you can see, each question uses one of the acronyms to help ask a probing question that will reveal the customer’s reasoning and emotions. TED questions are great to use when you’ve heard something in another answer that you want more information on . The style of wording can also help customers open up more. They feel as though the call handler is actively listening, engaged with their unique issue and cares about their feelings — as they should! As with the funneling technique, TED Questions often work at their best with a mixture of open and closed questions between. Leading Questions Also known as loaded questions, leading questions are questions which hint at a particular answer. They “lead” customers to said answer, hence the name. They’re an effective questioning technique in both customer service and sales as they’re a form of persuasion . An easy example of a leading question versus a non-leading question is, “how much did you enjoy our service?” vs “did you enjoy our service?”. The former makes the deliberate assumption that the customer did enjoy the service and leads them to a more positive answer. While the latter is more unbiased and allows the customer to form their own opinions without influence. For customer service, leading questions can be great when you’re dealing with an indecisive customer as you can guide them to a positive outcome for both you and the customer. As with other customer service questioning techniques, they’re great to use in combination with other questions. More Effective Questioning Techniques Sometimes it isn’t the questioning technique itself that delivers such a great customer service experience, but the accompanying techniques and skills alongside the questioning techniques. There are plenty of customer service techniques you can use to enhance your questioning skills. Signposting Signposting is a great customer service technique that helps conversations flow more smoothly, including questions. As the name suggests, signposting is using statements to signal a question is coming . The signposting technique allows customers to prepare and makes calls more organised. Some examples of signposting statements include: “In a minute, I’ll ask you for your account number” “In a moment, you’ll need a pen and paper” “In a minute, I’ll transfer you to the relevant department” As you can see, signposting isn’t a questioning technique per se, but it can work well in combination with questioning techniques to allow customers to prepare for questions. This can stop breaks in conversations while customers seek letters, pens and other bits as they know the information will be needed shortly. It can also help customers think through their answers ahead of having to give them. Customer Validation Sometimes, just knowing that someone understands you can make a world of difference. Especially in turning around a negative customer service experience. Validating customers as you question them can help enhance your customer service as you create an environment of interest and care . This environment can, in turn, encourage customers to share more information. Examples of customer validation statements could include, “I understand why you feel like that” or “I think that’s a great choice”. Statements like these can reassure and support customers. This said, tone is important here. Customer validation statements said in the wrong tone can come across as patronising. Remember to be authentic and human in your interactions for the best results. When used correctly, you can use customer validation statements alongside probing questions to encourage further information sharing. Understanding Customers This isn’t so much of a technique as a skill, but understanding customers can help you know when to use which questioning technique. For example, some customers just don’t want to be on the phone. They want a resolution as soon as possible. They don’t care about the finer details, they just want it to be over with. Other customers want to express themselves. They want their feelings to be known by the company, regular updates and for the resolution to include assurances that it won’t happen again. As you can see from these examples, the customer service questioning techniques you use would vary. The former type of customer would have a more positive experience with questions that focus on the key information needed only. Whereas the latter customer would likely appreciate many probing questions using the TED questioning technique to uncover the reasons and emotions behind the call. It’s not always easy to know what type of questioning technique will best work on a customer, especially immediately. But this should become apparent as the call continues and you should adapt your questioning approach to meet the customer’s expectations . Questioning Skills Knowing customer service questioning techniques is a great start, but you also need specific customer service skills to accompany this knowledge. Most importantly, active listening. After all, there’s no point in asking questions if you don’t actually listen to the answers . Alongside listening, agents should also take ownership of the call . Often when a customer calls up, they’re overwhelmed by the problem. Someone else taking ownership of that issue and guiding the customer through it can make a huge difference to customer satisfaction levels. As part of ownership, call agents also need to take action . It’s no good taking ownership in that call, if it’s then forgotten about the moment the call ends. So call handlers must be willing and able to take action to resolve queries and issues as soon as possible. Call handlers also need to be engaging . This means building rapport with customers, understanding individual needs and adapting their approach to those needs. This can be the difference between good customer service and outstanding customer service. Why Are Questioning Techniques a Vital Tool in Customer Service? We’ll refer back to the same point we began with. Questions allow us to explore other people’s emotions, needs and desires . In customer service, this allows us to better understand customers and, in turn, deliver a better service through this enhanced understanding. Delivering a better customer service experience comes with it’s obvious benefits. Perhaps most importantly it can help grow your company through increased productivity and profitability. Customer service questioning techniques can help express our genuine interest and care for customers. Overall, this helps businesses deliver a more human and authentic experience which is more customer-centric, so the importance of questioning skills is obvious. We can help train your call handlers to enhance their customer service questioning techniques with our unique telephone skills and service training programme. Find out more. If you found this article helpful, you might also like these related articles: The Complete Guide to Business Phone Etiquette 12 Essential Sales and Service Behaviours Active Listening: Customer Service Skills 101 Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Explore practical tips to improve your social skills effortlessly in our guide. Discover 10 effective techniques to enhance your interactions and relationships at your own pace. FREE DOWNLOAD Contrary to common perception, success in the workplace isn't solely contingent on proficiency in a particular domain; rather, it hinges on the adept navigation of intricate social dynamics. While some individuals possess an innate talent for interpersonal interactions, for others, cultivating these skills is a deliberate and ongoing pursuit. In today's professional arena, social skills take precedence, with a striking 42% of the workforce occupying roles where interpersonal abilities outweigh technical expertise. This statistic underscores the paramount importance of refining one's social finesse, yet remarkably, many learning and development initiatives overlook this pivotal aspect of personal growth. In this guide you will learn about the benefits of enhanced social skills, including: Enhanced Communication : Good social skills facilitate effective communication, allowing you to express yourself clearly and understand others better. Improved Relationships : Strong social skills enable you to build and maintain positive relationships with a wide range of people. Increased Influence and Leadership : People with strong social skills often have a greater influence on others and are perceived as natural leaders. Career Advancement : In many professions, success is closely tied to interpersonal relationships. Better Mental Health and Well-being : Positive social interactions contribute to overall well-being and mental health. First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

If you’re stuck for ideas on how to develop your L&D strategy, draw inspiration from these incredible learning and development strategy examples. 5 Learning and Development Strategy Examples to Inspire You If you’re stuck for ideas on how to develop your L&D strategy, draw inspiration from these incredible learning and development strategy examples. Learning and development can help businesses in a huge variety of ways including: Increasing employee engagement and wellbeing Improving business productivity Improving employee retention Attracting the best talent for businesses Increasing profitability Improving the customer experience Creating a stronger company culture With all these benefits, businesses are constantly evolving and improving their learning and development strategy . If you’re stuck for ideas on how to develop your L&D efforts, you can draw inspiration from these incredible learning and development strategy examples. Learning and Development Strategy Example 1: Moneysupermarket Moneysupermarket’s learning team had some chats with staff about their current learning and development strategy. They asked team members what inspired them to go on certain training courses or workshops offered and what they hoped to learn from them. To their surprise, they found that going on courses or attending workshops didn’t always lead to positive learning outcomes. Instead, the business began to focus on the concept of learning in the flow of work. They utilised open-source content to allow staff to learn as they go and then cement that knowledge by using it straight away. As the business, like so many, had moved to remote working, they began running virtual learning sessions. They tailored these sessions to the needs of their staff by asking for feedback on what staff were struggling with during company-wide virtual meetings. They would then send out relevant learning content to employees, based on their exact needs. From here, the business invested in the learning platform, Degreed. This AI and machine learning platform lets their staff enter their job role and self-assess their skillset. From here, the learning content is personalised to their role and skill level and their unique strengths and weaknesses. The learning and development team utilise the data provided by the platform to identify areas across the business where more investment may be needed. Moneysupermarket say employee engagement with the platform has been high and that feedback shows staff are enjoying the tailored content. What Can We Learn From This Learning and Development Case Study? Like many businesses, Moneysupermarket realised that investing in large scale, non-specific courses may not actually be helping employees learn and enhance their knowledge and skills. Utilising employee feedback and learning technologies to provide tailored content unique to their employee needs is a surefire way to increase employee engagement and see better learning outcomes for the business. Learning and Development Strategy Example 2: Itsu Itsu is a British food chain. As well as selling their product to supermarkets, they have many fast food shops and restaurants across the UK and turnover of more than £100 million. Despite growing considerably between 2013 to 2018, the business realised they had a problem. They had extremely high turnover among their fish cutters, despite receiving more than 600 applications a week from talent wishing to join the team, the business seemed to struggle in getting them to stay. For the fish cutter role in particular, around 80% of their team were Europeans, many of whom only wish to come over to the UK for a year to improve their English and then head home. This turnover caused further problems, as the business was running low on experienced fish cutters or Fish Pros as they like to call them. Itsu training manager had previously worked training fish cutters for new stores. But she’d noticed that the training didn’t offer any hands-on practice for new recruits. She decided to revamp it. This actually led to developing a masterclass that met City and Guilds standards for accreditation. Graduates got a certificate and on-going guidance materials. The fish cutters also received a substantial pay rise to recognise the skill involved in the work. The training manager then went on to develop the next stage of the initiative, the Fish Pro of the Year competition. She created an X-Factor style live final, allowing staff to show off their skills. The winner of the competition receives a weekend for two in New York, so there’s a huge incentive to participate. The results of this learning and development strategy were impressive. The number of stores without a Fish Pro went from 40% to 9% within a single year. The company cut recruitment costs and customer complaints decreased. What Can We Learn From This Learning and Development Case Study? Itsu’s learning and development strategy was clearly aligned with the larger business strategy. They identified an area within the business that was affecting performance and utilised learning and development to resolve that issue. Better still, their training manager, having previously worked closely with staff, had first hand knowledge and experience, helping her create a highly bespoke approach to increase employee engagement and retention. Learning and Development Strategy Example 3: NSPCC The National Society for the Prevention of Cruelty to Children already has a huge list of accomplishments to be proud of, but settling for the status quo was not for them. They wanted to increase business performance by setting a higher fundraising target to ensure they can continue to help as many children as possible. To achieve this, they developed an integrated innovation programme as part of their learning and development strategy. The NSPCC has 400 employees within its fundraising team. They identified that these were the employees who could have the biggest impact on their performance. From here, they became the first charity to commit to innovation and knowledge management as a core competence. To achieve this they rolled out the following initiatives across the company: Training for all fundraising staff in innovation and creativity skills Developing a knowledge management and innovation intranet Developing a bespoke system to assess the impact of innovation within the business Creating different models for internal innovation Developing an integrated strategy to deploy all of the above Despite a difficult year for charities across the UK, their approach to learning and development has allowed them to continue their fundraising efforts and continue to help many children in spite of external challenges. What Can We Learn From This Learning and Development Case Study? The NSPCC identified the key staff members who would have the largest impact on their business goals and developed their learning and development strategy from here. Aligning business goals with a learning and development strategy is vital in ensuring an effective learning and development strategy and their integrated approach ensures new initiatives are better executed. As well as this, investing in technologies to measure the impact of learning and development initiatives helps them see the real value of learning and development policies and identify which policies have had the biggest impact for the charity. Learning and Development Strategy Example 4: Yelp Yelp is one of the largest third-party review sites in the world and they didn't achieve this by resting on their laurels. Their head of learning and development, James Balagot, has been with the business for eight years and watched it grow from 100 employees to more than 4,000. Yelp's learning and development score in 2015 was 13% above the benchmark for new tech. It might surprise you then, that despite being the head of learning and development, Balagot is also the only member of the team. They have a unique approach to learning and development that relies on two key practices. The first practice is that all employees are placed into stretch roles, from the day they join the business. This is supported through coaching. Balagot believes placing employees in stretch roles is key in giving them natural opportunities to learn and develop in an exciting and applicable way. He himself was placed into a sales role on his first day, despite never having done sales beforehand. He says this kind of learning is challenging and far more exciting than offering a training session. The second practice is promoting from within. A whopping 98% of Yelp's sales management roles are internal candidates. Because of this these employees are able to mentor junior staff, as they've worked in the stretch roles and been mentored themselves. They encourage staff and guest speakers to share their stories, of both success and failure, across the organisation. What Can We Learn From This Learning and Development Case Study? Yelp's approach is unusual, but that doesn't make it any less valuable. Research shows people learn best when they have to and when they can immediately apply that knowledge. Yelp's learning and development strategy very much understands the psychology of learning and uses that to its strength. Learning and Development Strategy Example 5: Scottish Water Scottish Water is Scotland's publicly owned water provider and employs around 4,200 people. The business faces a number of strategic challenges including: The climate crisis and how that will impact their services, for example, the quality of source water. The management of ageing assets like pipe networks. Reducing carbon emissions with a carbon management system to meet their commitment to reach net zero by 2045. To tackle these challenges, the business needs technical and specialist skills in the form of scientists, technicians and engineers. As many of these challenges will present unexpectedly, they also need an agile and adaptable workforce. To build this capability, the business developed an integrated learning and development strategy that harnesses the skills of their experienced employees to mentor junior employees and transfer experience, skills and knowledge. They achieve this through their Skills Academy. This model recruits experienced employees from frontline operation roles and sends them to their learning academy to teach younger recruits. They also utilised feedback from these experienced employees to identify where there might be training gaps so they could identify solutions. One of the main goals of the Skills Academy was to improve overall productivity by reducing human error through better training. They've certainly achieved this goal as following the first two years of the academy being launched, the number of burst pipes was significantly reduced alongside interruptions to customer water supplies. The business now has plans to expand the academy even further. What Can We Learn From This Learning and Development Case Study? Scottish Water identified the challenges the business is facing early on, so they're far ahead of many other businesses! They're utilising their learning and development approach to help the business better navigate these challenges in the future. Harnessing internal subject matter experts is one of the best ways to ensure the training is both relevant and valuable to new employees. As well as this, measuring the impact of learning and development initiatives through KPIs is a way of ensuring their initiatives are creating real value for the business. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Explore the evolution of estimating software, from its historical roots to its modern-day applications across various industries. This comprehensive article covers the history, technical terms, real-world examples, and future trends of estimating software, highlighting its critical role in accurate project planning and cost management. What is Estimating Software? In the contemporary landscape of business and technology, precision in project planning and cost management is more than just a competitive advantage—it's a necessity. Estimating software has become a cornerstone for industries ranging from construction and manufacturing to IT and engineering. This comprehensive tool assists professionals in accurately predicting project costs, allocating resources, and setting realistic timelines. But what exactly is estimating software? What are the key features of estimating software? How has it evolved, and why has it become so integral to modern business practices? This article will explore the history, development, and significance of estimating software, offering insights into its technical aspects and real-world applications. The Historical Context: From Manual Estimates to Digital Precision The history of project estimating dates back centuries, long before the advent of computers. In the early days of construction and manufacturing, project managers relied heavily on manual methods—using paper, pencils, and simple arithmetic to calculate costs and resources. These estimates were often based on experience and intuition, with professionals drawing on their knowledge and previous projects to make educated guesses. However, this approach had significant limitations, not least of which was its susceptibility to human error. The Birth of Early Estimating Tools The first significant shift towards more accurate and reliable estimation methods came with the industrial revolution. As industries grew and projects became more complex, the need for a systematic approach to cost estimation became evident. The introduction of mechanical calculators in the late 19th and early 20th centuries provided some relief, enabling faster calculations and reducing the potential for arithmetic errors. However, it wasn't until the mid-20th century, with the advent of computers, that the foundations of modern estimating software were laid. Early computer programs, while rudimentary by today’s standards, began to automate basic calculations and data entry processes. These early tools were largely bespoke systems, designed specifically for individual companies or industries. For example, in construction, early estimating software focused on automating the calculation of material quantities and labour costs, allowing for more detailed and accurate project estimates. The Evolution of Estimating Software: From Niche to Necessity As computing power increased and software development advanced, the capabilities of estimating software expanded rapidly. The 1980s and 1990s marked a period of significant growth in this field, with the development of more sophisticated software that could handle the complexities of large-scale projects. Estimating software moved beyond simple cost calculations to include a wider range of project management functions, integrating elements such as scheduling, resource allocation, and risk analysis. The Role of Graphical User Interfaces (GUIs) One of the major breakthroughs during this period was the introduction of graphical user interfaces (GUIs). Before GUIs, early estimating software was often text-based, requiring users to input data through command-line prompts. This made the software difficult to use, limiting its adoption to those with a technical background. The development of GUIs made estimating software more accessible, allowing a broader range of professionals to leverage its capabilities. With GUIs, users could now interact with the software through visual elements such as windows, icons, and menus. This not only made the software more intuitive but also enabled the integration of visual data representation tools, such as charts and graphs. These tools allowed project managers to visualise their estimates, making it easier to identify potential issues and make informed decisions. The Integration of Databases and Data Management Another significant advancement during this period was the integration of databases into estimating software. This allowed users to store, manage, and retrieve large volumes of data related to past projects, materials, labour rates, and more. The ability to draw on historical data provided a new level of accuracy in project estimation, as software could now base estimates on real-world information rather than abstract calculations. For example, in the construction industry, estimating software could now store data on the cost of materials in different regions, enabling companies to generate more accurate cost estimates based on local market conditions. Similarly, in manufacturing, companies could use estimating software to track the cost of raw materials and production processes over time, allowing them to adjust their estimates as market conditions changed. Understanding the Technical Terms: A Glossary of Estimating Software Jargon Before diving deeper into the functionality and impact of estimating software, it’s important to understand some of the key technical terms associated with this technology: Bill of Quantities (BoQ): A detailed list of materials, parts, and labour required to complete a construction project. Estimating software often uses BoQs to calculate project costs. Cost Codes: Specific codes assigned to different elements of a project (e.g., labour, materials, equipment) to track expenses. Estimating software uses cost codes to organise and categorise costs within a project. Labour Rate Analysis: The process of calculating the cost of labour, taking into account factors such as wages, benefits, and overtime. Estimating software automates this process, providing more accurate labour cost estimates. Overheads: Indirect costs associated with running a business, such as utilities, rent, and administrative expenses. Estimating software includes overheads in its cost calculations to ensure a comprehensive estimate. Profit Margins: The percentage of profit a company aims to make on a project. Estimating software allows users to set and adjust profit margins to ensure profitability. Risk Contingency: An allowance made in the estimate to cover unforeseen risks or changes. Estimating software can calculate and include risk contingencies based on project complexity and historical data. Unit Cost: The cost per unit of a particular item or service (e.g., cost per square metre of concrete). Estimating software uses unit costs to calculate overall project costs based on the quantities required. The Modern Era: Estimating Software Today Today, estimating software is a critical tool used across various industries, including construction, manufacturing, IT, and engineering. The software has become more sophisticated, incorporating advanced features such as cloud computing, artificial intelligence (AI), and machine learning (ML). These advancements have not only enhanced the accuracy and efficiency of estimates but also provided businesses with powerful tools to manage complex projects and mitigate risks. Cloud Computing: Accessibility and Collaboration One of the most significant developments in recent years has been the integration of cloud computing into estimating software. Cloud-based estimating software allows users to access their estimates from any device with an internet connection, making it easier for teams to collaborate on projects in real-time. This is particularly beneficial for companies with remote teams or multiple office locations, as it eliminates the need for physical files or local software installations. Cloud computing also provides enhanced data security, with estimates stored on secure servers and regularly backed up. This reduces the risk of data loss due to hardware failures or other issues. Additionally, cloud-based estimating software often includes automatic updates, ensuring that users always have access to the latest features and improvements. Artificial Intelligence and Machine Learning: Enhancing Accuracy and Predictive Capabilities The integration of AI and ML into estimating software has opened up new possibilities for improving the accuracy and reliability of estimates. AI algorithms can analyse vast amounts of data, identifying patterns and trends that would be difficult or impossible for humans to detect. This allows the software to provide more accurate estimates, particularly for complex projects with many variables. Machine learning, a subset of AI, enables estimating software to learn from past projects and improve its predictions over time. For example, if a company regularly undertakes similar projects, the software can use data from previous estimates to refine its calculations, reducing the margin of error. ML algorithms can also help identify potential risks, such as cost overruns or schedule delays, allowing project managers to take proactive measures to mitigate these issues. Integration with Other Business Tools: A Holistic Approach to Project Management Modern estimating software often integrates with other business tools, such as project management software, accounting systems, and customer relationship management (CRM) platforms. This integration allows for a more holistic approach to project management, with all aspects of a project— from estimation to execution—managed within a single ecosystem. For example, by integrating estimating software with project management tools, companies can track project progress against the original estimate, identifying any deviations and making adjustments as needed. Similarly, integration with accounting software allows for seamless cost tracking and financial reporting, ensuring that projects remain on budget. Real-World Applications: How Estimating Software Transforms Industries The impact of estimating software on industries is profound, with countless examples of how this technology has transformed business practices and improved project outcomes. Here, we’ll explore some real-world applications across different sectors. Construction: Building with Confidence and Precision The construction industry was one of the first to adopt estimating software, and it remains one of the sectors where this technology is most critical. Construction projects are notoriously complex, with numerous variables to consider, from material costs and labour rates to weather conditions and regulatory requirements. Accurate estimation is essential for winning bids, managing budgets, and delivering projects on time. Consider a large construction firm in the UK that specialises in commercial building projects. Before adopting estimating software, the company relied on manual methods to calculate project costs, leading to frequent cost overruns and missed deadlines. By implementing a modern estimating software solution, the firm was able to streamline its bidding process, improve the accuracy of its estimates, and ultimately win more contracts. The software allowed the firm to create detailed estimates in a fraction of the time it previously took, factoring in everything from labour costs to material prices. It also enabled the company to analyse historical data from previous projects, allowing for more accurate predictions and better risk management. The result was not only increased efficiency but also greater confidence in their estimates, leading to more successful projects and a stronger reputation in the industry. Manufacturing: Optimising Production Costs and Efficiency In the manufacturing sector, estimating software has become a vital tool for optimising production costs and managing resources. Manufacturers often deal with fluctuating material costs, complex supply chains, and the need to balance production efficiency with quality. Accurate estimation is crucial for maintaining profitability and competitiveness in this environment. Take, for example, a mid-sized manufacturing company in Germany that produces automotive components. The company faced challenges with fluctuating material costs and inefficient resource allocation, leading to inconsistent profit margins. By adopting an advanced estimating software solution, the company was able to better manage its expenses and improve its production processes. The software provided real-time data on material costs, labour hours, and equipment usage, allowing the company to make adjustments as needed. This level of control and insight enabled the company to reduce waste, lower costs, and increase profitability. Additionally, the software’s ability to integrate with the company’s existing ERP (Enterprise Resource Planning) system allowed for seamless coordination between different departments, further enhancing efficiency. IT and Software Development: Navigating Complexity and Managing Expectations In the IT and software development industry, project estimation presents unique challenges due to the complexity and variability of software projects. Unlike construction or manufacturing, where costs can often be calculated based on physical quantities, software projects involve a significant degree of uncertainty. Estimating the time and resources required for coding, testing, and integration is notoriously difficult, and traditional estimation methods often fall short. A software development firm in the United States, specialising in custom enterprise software, found that its traditional estimating methods were leading to frequent scope changes and budget issues. Clients were often dissatisfied with the final product due to delays and cost overruns, impacting the firm’s reputation. By adopting a specialised estimating software tailored to the needs of software development, the firm was able to create more accurate project plans that accounted for the various factors unique to their industry. The software allowed them to break down projects into smaller, manageable components, each with its own estimate. This modular approach provided greater flexibility and accuracy, reducing the likelihood of scope creep. Moreover, the software’s integration with project management tools allowed the firm to track progress in real-time, adjusting estimates and timelines as needed. This transparency helped manage client expectations and improved overall customer satisfaction, leading to more successful projects and repeat business. Expert Opinions: The Future of Estimating Software As technology continues to advance, the future of estimating software looks promising, with several trends set to shape the next generation of tools. Artificial Intelligence and Predictive Analytics Experts agree that the integration of artificial intelligence and predictive analytics will play a significant role in the future of estimating software. AI-driven tools will not only provide more accurate estimates but also offer predictive insights that help businesses identify potential risks and opportunities before they arise. For instance, an AI-powered estimating tool could analyse historical data from hundreds of past projects, identifying patterns that indicate potential cost overruns or delays. By flagging these risks early in the planning process, businesses can take proactive measures to mitigate them, such as adjusting timelines, reallocating resources, or renegotiating contracts. The Growing Importance of Sustainability and ESG (Environmental, Social, and Governance) Criteria As businesses increasingly prioritise sustainability and ESG (Environmental, Social, and Governance) criteria, estimating software is expected to evolve to incorporate these considerations into its calculations. Future estimating tools may include features that allow companies to estimate the environmental impact of their projects, such as carbon emissions or resource consumption, and make decisions that align with their sustainability goals. For example, a construction company may use estimating software to compare the environmental impact of different building materials, choosing the option that minimises carbon emissions. Similarly, a manufacturing firm may use the software to track and report on its energy consumption, ensuring compliance with ESG standards. Integration with Emerging Technologies The future of estimating software will likely involve greater integration with emerging technologies such as the Internet of Things (IoT), blockchain, and augmented reality (AR). These technologies have the potential to provide real-time data and insights that can further enhance the accuracy and reliability of estimates. For example, IoT sensors on construction sites could provide real-time data on material usage and labour hours, feeding this information directly into the estimating software. Blockchain technology could be used to create transparent, tamper-proof records of project costs, ensuring accuracy and accountability. Augmented reality could allow project managers to visualise cost estimates in a 3D environment, making it easier to identify potential issues and make informed decisions. Conclusion: The Critical Role of Estimating Software in Modern Business Estimating software has come a long way since its early days as a basic calculator replacement. Today, it is an essential tool for businesses across various industries, providing the accuracy, efficiency, and foresight needed to succeed in a competitive environment. Whether in construction, manufacturing, IT, or any other field, estimating software helps professionals manage costs, allocate resources, and deliver projects on time and within budget. As technology continues to evolve, estimating software will undoubtedly become even more powerful, offering new features and capabilities that will further enhance its value. For businesses looking to stay ahead of the curve, investing in the right estimating software is not just a smart choice—it’s a necessity. In the words of a seasoned project manager, “Estimating software is not just about crunching numbers; it’s about making informed decisions that can make or break a project. In today’s world, where margins are tight and competition is fierce, having the right tools can be the difference between success and failure.” This ongoing evolution of estimating software reflects a broader trend in business: the increasing reliance on data-driven decision-making. As industries continue to embrace digital transformation, the role of estimating software will only grow, providing businesses with the tools they need to navigate an increasingly complex and competitive landscape. Related Articles Top Construction Estimating and Planning Tools: Streamlining Project Success Project Estimating and Scheduling Construction Project Management Managing Subcontractors in Construction 15 Key Features of Construction Estimating Software What is Estimating Software? A Deep Dive into its Evolution, Functionality, and Impact 50 Construction Estimating, Scheduling and Management Tools

Become a foundational member of the Triple Bottom Line Academy! Sign up now to join a select group of business owners testing a revolutionary growth approach that benefits owners, staff, communities, and the planet. Complete the form to secure your spot and help shape a sustainable business future. The Triple Bottom Line Academy Putting efficiency first! Drive organic growth with operational excellence. Play Video Facebook Twitter Pinterest Tumblr Copy Link Link Copied Unlock Business Growth Join an Exclusive Client Test Group for the Triple Bottom Line Academy – Shape a Better Way to Grow Your Business. Become a foundational member of the Triple Bottom Line Academy! Sign up now to join a select group of business owners testing a revolutionary growth approach that benefits owners, staff, communities, and the planet. Complete the form to secure your spot and help shape a sustainable business future. Join a Small Body of Clients Testing our Concept Be among the first to shape the future—complete the form to secure your spot in our exclusive client test group! SUBMIT Thanks for submitting! We'll get back to you shortly.

Purpose-driven businesses motivate staff, creating more value, happier customers and much more. Find out more about being a purpose-driven business. 15 Benefits Of Being A Purpose-Driven Business Businesses need to be seen as places where people look forward to going to work. They need to have a purpose beyond mere profit, becoming a place that people want to buy from and which connects emotionally with both customers and staff. Published on: 16 Feb 2023 Businesses need to be seen as places where people look forward to going to work. They need to have a purpose beyond mere profit, becoming a place that people want to buy from and which connects emotionally with both customers and staff. Being a purpose-driven business, with a purpose beyond just profit motivates and engages your staff. Recent research shows they outperformed the financial markets by 42%. The problem is that we’re coming up against inertia and the fact that as a general rule, people prefer to play it safe instead of taking risks. They don’t want to do something unless hundreds of other people have already done it. That can be a problem, especially if it holds people back from being less transactional in their approach. Transactional businesses are a thing of the past, and relational, purpose-driven businesses are the way of the future. Here are just fifteen of the main reasons why. Purpose-driven business benefits 1. Staff are more motivated When your staff connect with your purpose, and when their purpose and your purpose are the same, they’ll feel more engaged and more involved in the workplace. This boosts staff motivation across the business, to the point at which their motivation will be noticed by your customers. This brings us on to our next point. 2. Customers are happier When your customers feel like they’re part of a bigger picture, they’ll be more loyal to the business. This means that they’ll spend more money with you, they’ll be more likely to recommend you to others and they’ll be more likely to forgive your mistakes if you’re unfortunate enough to make them. 3. Improved business performance When everybody is all aligned and pointing in the same direction, they’re more likely to work better together and to find ways to solve problems more quickly. It’s like having all hands on deck and getting them to row in the same direction at the same time instead of just allowing every sailor on your ship to do whatever they feel like. 4. An improved business culture Your culture is the glue that holds your business together. It will make your business a place that people can’t wait to arrive at and where they feel more reluctant to leave at night. Everybody will have an increased sense of recognition and reward. 5. Less stress Who wants to go to work every day and feel stressed from the moment they arrive until the moment they leave? Nobody, that’s who. The best companies go out of their way to keep stress to a bare minimum, and because of that they make more money and are easier places to work in. It’s better for employees’ mental health, too. 6. Increased employee retention and lower churn rates When staff leave, it’s very damaging to businesses and service can get disrupted. In fact, replacing staff costs British businesses over £4 billion every year , and it’s easy to see why when you factor in training costs and disruption. Being a purpose-driven business can boost employee retention and help to combat this. 7. Creates value with improved relationships Developing a purposeful business goes hand-in-hand with adding value and improving your business’s relationships with customers. With purposeful businesses, value is created more easily and it’s invested in relationships that last. 8. Creates trust with improved relationships Along with adding value, becoming a more relational business will also lead to an increased amount of trust. When people feel a connection with you, your brand and your purpose , they want to buy into that as well. They’re more likely to trust you. 9. Doesn’t get commoditised quite so easily or need to fight on price When your company doesn’t have any special purpose to it, you end up competing on price because your product or service has nothing to distinguish it from those of your competitors. When you develop a purpose, your products become more than just things and your services become experiences. And when all that happens, people will be more than happy to pay a premium, which you can then reinvest in better catering to their needs. 10. Less sensitive to market conditions Purpose-led businesses are much less sensitive to market conditions. If your purpose is weak, your relationships will be, too. As the market starts to turn, and as competitors start to innovate more quickly, your sales will slide away as with lower loyalty and need, your products will be more forgettable. 11. Less vulnerable to boom and bust sales cycles In any business, sales come infits and starts. They can be great one month and terrible the next. With a less purposeful business, you’re more vulnerable to these boom and bust sales cycles. This forces you to spend more time pushing your company with marketing activity or a renewed sales drive. Otherwise, the sales come in and then quickly peter out. 12. Higher innovation Innovation doesn’t have to mean finding a new way of reaching Mars. A novel way of taking payment that’s easier and more secure, for example, is equally good. Ensuring that purpose is rooted throughout your business means that people will feel more empowered to act creatively and to take measured risks. 13. Higher staff productivity More motivated, more engaged, better organised and more focused staff will lead to higher levels of productivity. This can cut costs and boost profitability, ultimately becoming a competitive advantage for you. More productive staff will also feel more accomplished at the end of the day. 14. Stronger brand When you focus on developing and showing purpose, you create memorable experiences and develop a much stronger brand. Creating experiences and demonstrating their purpose (empowering extreme sports people and athletes) is what’s enabled Red Bull to build the global brand that they have today. 15. Creates more positives reviews People like to help people who help them. By creating a purposeful business and helping your customers to live their best lives, you’re more likely to create a general sense of positivity around your business. This means you’ll be more likely to gain followers, to earn positive reviews and to pick up business through referrals. Conclusion Now that you know just fifteen of the benefits of putting purpose first when it comes to the way you’re doing business, it’s time for you to rethink your approach to doing business. Becoming a purpose-driven business will give you the benefits we’ve talked about in this article, but there’s one other benefit that we haven’t talked about: it’s the right thing to do. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Agile methodologies empower leadership by fostering adaptability and collaboration and enhance productivity. 10 Agile Leadership Productivity Improvement Strategies Agile methodologies empower leadership by fostering adaptability and collaboration. To enhance productivity, leaders can employ strategies like setting clear goals, promoting self-organisation, and prioritising continuous feedback. Encouraging cross-functional teams, embracing change, and using data-driven insights also play pivotal roles in achieving agile-driven productivity improvements. Published on: 7 Mar 2024 Identifying effective agile leadership productivity improvement strategies is easier said than done. Improved productivity and a more efficient workplace can be difficult goals to achieve when a multitude of factors appear to be stacked against you. The time for UK businesses to take action is long overdue – business productivity rates are underwhelming, to say the least. In fact, the UK productivity rate is around 20% lower than other developed nations and the Covid-19 pandemic hasn’t helped. Improving efficiency and productivity relies on how employees and teams perform, how you treat them and how you motivate them. Productivity can be boosted by using process efficiency using tools properly, by automating tasks and using a leadership development programme. Why Productivity Matters During Hard Times In challenging periods, enhancing personal, professional, and business productivity can be the difference between thriving and falling behind. By increasing efficiency and focus, you’ll weather uncertainty and position yourself for long-term success. Top 5 Reasons to Prioritise Productivity in Difficult Times : Maximise Limited Resources – Stretch time, energy, and finances further. Solve More Problems Faster – Address challenges swiftly and stay ahead. Increase Output and Value – More work done equals greater returns. Maintain Motivation and Focus – A sense of progress fuels resilience. Gain a Competitive Edge – As competitors falter, stay driven and seize new opportunities. How to Increase Productivity When Times Are Tough: Prioritise Ruthlessly – Focus on tasks that directly drive business growth. Ask yourself, “What happens if I don’t do this?” If the answer isn’t critical, move on. Time Management – Start early, stay late, and track your time. Celebrate small wins to maintain momentum. Health and Wellbeing – Get quality sleep, exercise regularly, and eat healthily. A sharp mind and body outperform exhaustion every time. Delegate Strategically – Hand off tasks when others can do them better or faster. Collaboration keeps you accountable and focused. Learn to Say No – Protect your time by declining distractions and requests that don’t align with your goals. Remember: Productivity is your most valuable asset in uncertain times. By focusing on growth and efficiency, you’ll not only survive but excel in the months ahead. Here are 10 practical leadership productivity improvement strategies, starting with the post-Covid conundrum many businesses face in bringing a dispersed workforce back together. 1. Support your home workers to return to the workplace For many companies, the post-Covid workplace is, literally, anywhere employees want it to be. Working from home (WFH) has been joined by WFP (working from the pub – many in the UK now throw in lunch and a drink along with a desk and WIFI for a daily fee) and WFA (working from abroad). The hybrid world of work can hamper efforts to improve productivity. It combines working wherever employees choose with the partial return to the office. Done badly, it can result in the worst of all worlds in terms of improving productivity. A lot of businesses currently appear to favour a ‘three days in, two days from home’ strategy. Some companies are in no rush to return people full-time ; others would like everyone back all the time. Workers are more likely to vote with their feet – and continue working some of the time from home . One employer, on discovering that a home-based worker didn’t want to return from the local office because they had moved abroad without informing them, was given an ultimatum: keep me on, working remotely, or face the time and expense of replacing me. Returning to offices is as much a financial as it is a productivity challenge. With employees influencing the discussion rather than being dictated to by their bosses, the way companies approach the return to work question needs to be handled very carefully. It’s not just a case of demanding their return and saying everything will be the same as before: it won’t. Currently, only about three-quarters of UK workers are concerned about their welfare regarding Covid-19 , if they return to their workplace. The office needs to be a place people want to return to – a ‘destination’ rather than a desk. For example, many companies took the opportunity of Covid-19 lockdowns to transform their office space, and not just by adding a few comfy chairs. Productivity improvement benefits Higher levels of employee satisfaction through greater employer support Lower absenteeism rate Higher employee retention rate Healthier and happier employees How to support homeworkers: Ensure regular and honest communication about returning to the office – make sure it is two-way, with employees encouraged to voice any concerns Consult with employees about your plans Take Covid-19 precautions on workplace health and safety and make sure employees know what they are Offer incentives to return, for example, local gym membership, free lunches or other culinary-based inducements Provide ‘welcome back’ packs of goodies to encourage returners Make the office a fun place to work – create a vibe by boosting non-work social activities with a calendar of interesting events Introduce more natural light, breakout areas and plants Offer regular motivational and wellbeing talks by experts Provide additional employee training to boost productivity in the hybrid world, such as technology skills, and also wellbeing boosters, like health with yoga, exercise classes Invest in technology so office-based and hybrid workers can collaborate easily when team members are in different locations Provide more one-to-one time for employees with their line managers to monitor and discuss both productivity and wellbeing 2. Organise your employees Agile principles encourage organising employees into cross-functional teams, emphasising collaboration, flexibility, and iterative work. This approach promotes better adaptability to change, faster response to customer needs, and increased employee engagement. Agile organisations foster autonomy, clear communication, and continuous improvement, ultimately enhancing both productivity and employee satisfaction. Productivity improvement benefits Less stress and burnout – lower absenteeism rates Healthier employees Better relationships – at work and home More productive employees who make better use of their time Understanding employees’ personalities can help you to improve the productivity of your teams by getting everyone to play to their strengths. Workplace personality tests can help . 11 ways to be better organised Make daily lists of what you need to do Prioritise actions with the most important (not necessarily the most urgent) first Make schedules showing when you need to complete tasks File tidily – declutter your physical and online space Create routines so you can be more consistent and certain in what you do Create guides for job roles so everyone can follow best practice Use time management and productivity improvement tools (see below) Listen to employees – operate an ‘open door’ approach to avoid people getting overwhelmed and under-productive Take regular breaks Delegate tasks to avoid multitasking (see below) Avoid unnecessary meetings and duplicated work 3. Set up a formal employee suggestion scheme Giving employees a strong voice in the workplace helps them to feel more engaged and involved. Productivity improvement benefits Save costs by introducing ideas that improve business efficiency Improve collaboration between employees Increase levels of trust Identify issues early before they become ingrained and are harder to rectify How to set up a formal employee suggestion scheme Lead from the top by ensuring senior-level responsibility for managing the suggestion scheme Be transparent – especially in how you intend to use the information Commit to act on what you find Respond quickly with results and actions Share the news – celebrate ideas taken up Make the scheme easy to use Offer incentives for taking part, like a prize draw so anyone can win and also prizes for the best ideas Review how the scheme is going and update it regularly with clear communication, so everyone knows it is available and how they can respond and by when 4. Start a wellbeing programme One of the priorities set out by the World Health Organisation on World Health Day is “to foster a movement” to create societies focused on wellbeing. Good physical and mental health helps to improve workplace productivity. A wellbeing programme is also an important tool to attract, recruit and retain employees. Increasingly, job candidates scrutinise a company’s wellbeing programme as closely as the pay grade on offer. A wellbeing programme can help identify barriers to productivity improvement, for example, presenteeism and absenteeism. A consistent feature of good wellbeing programmes is taking a holistic approach to both physical and mental health, as Perkbox observes in its analysis of six wellbeing programmes that work well – at Jack Wills, The Gym Group, Purple Bricks, Wasabi, Google and the NHS. Wellbeing programme should be led from the top, with senior managers setting an example and taking responsibility, along with line managers and HR departments, for their wellbeing Programme. Productivity improvement benefits Improve employee productivity Reduce rates of absenteeism Reduce staff attrition rates Generate a positive view of the company by employees, customers, shareholders and other stakeholders How to set-up a wellbeing programme A strong wellbeing programme should include a wide range of often sensitive areas. The Chartered Institute of Professional Development CIPD identifies these seven areas of wellbeing : Physical health and safety, mental health Good working environment, management, pay and recognition Strong leadership, values and standards, particularly around inclusion and diversity Strong employee voice through communication and consultation Clear career development path and learning opportunities Availability of positive lifestyle opportunities, particularly physical activity and healthy eating Financial wellbeing through fair pay and benefits, retirement planning and other financial support 5. Automate and simplify processes The Covid-19 pandemic accelerated the transition by many companies towards greater automation and simplification of work processes. A World Economic Forum survey found that 84% of employers are preparing to rapidly digitalise working processes. Productivity improvement benefits Better use of employees’ time More motivated employees Deadlines met Cost savings How to automate and simply processes Identify areas ripe for greater automation, especially ones that involve repetitive work or tasks that take a long time to complete manually. This could include certain processes in sales, finance and accounts and stock management Make a record of key processes with a step-by-step analysis of every stage to identify where automation and simplification will have the greatest positive impact on productivity improvement Prioritise which areas to automate first based, for example, on how they will reduce costs, improve productivity, or improve employee or customer satisfaction levels 6. Make more of your efficiency tools From well-established tools, like Microsoft 365, to a myriad of newer entrants, like Trello, Clockify and Zoom, the number of business productivity improvement tools is growing all the time. With a proliferation of business efficiency tools available (many at no cost), companies are probably guilty of having too many, not having the right ones or failing to ensure their staff know how to get the best out of them. Productivity improvement benefits Better quality work Greater collaboration Clear communication More accurate measurement of performance Reducing operating costs Improved customer satisfaction Improved success rate of projects How to make more of your efficiency tools Make sure everyone who needs to be is properly trained in using your business efficiency and improvement tools Make sure the right people are using the right tools Make sure tools are used consistently across your organisation 7. Keep your team active Teams that fall behind in their tasks become reactive. They are constantly playing catch-up and not spending enough time thinking about how to stay ahead or how to improve their productivity. Productivity improvement benefits Better time management makes employees more efficient and focused Understandable processes ensure employees know how to be as productive as possible Staff are more proactive and engaged when they feel more in control of their work How to keep your team active Understand what makes your team tick, so you can motivate them and be confident in challenging them to be more efficient Prioritise – focus on what’s important, where the deadlines are driving Don’t get bogged down in reactive habits, like trawling through non-essential emails that don’t help you or your team to focus on their tasks In The 7 Habits of Highly Effective People , businessman and self-help expert Stephen R Covey covers the main bases: Be proactive – take responsibility for your actions Begin with the end in mind – thoroughly plan how to achieve your goals Put first things first – understand what is important rather than merely urgent Think win:win – find mutually beneficial solutions Seek first to understand, then to be understood – be a good listener Synergise – combine your team’s strengths Sharpen the saw – continuous improvement 8. Avoid multi-tasking Focus on the job at hand and don’t overload your day by thinking you are improving your productivity by taking on as much as you can. You’re probably doing the opposite. Multi-tasking can distract you and productivity will suffer as a result. Your memory can suffer from an information overload where you are not fully focused on each task. Levels of stress and anxiety can increase if you are taking on too much. Multi-tasking can lead to more mistakes and poorer outcomes. Productivity improvement benefits Greater efficiency More tasks completed on time Higher quality work Less stress How to avoid multi-tasking Identify the most important tasks and tackle these one at a time Create a daily list of activities to complete and stick to it Plan your time carefully with set periods to complete each task and to take breaks in between Finish one task before you start the next Set limits on what you’ll do and when – say ‘no’ more often and don’t get lumbered with an overload Don’t get distracted or interrupted 9. Provide employees with real-time feedback Responding immediately with feedback – both positive and negative – and giving praise improves employee morale and productivity. But be careful not to impede creativity by micro-managing people with a steady stream of instant commentary on what they are doing. For real-time feedback to work you’ve got to provide it as soon as you can after reviewing a task or activity. Leave it too late and the positive benefit could be lost. This type of feedback is usually conducted in a fairly informal way. Productivity improvement benefits Staff are more engaged Provides employee recognition Improves performance Improves learning How to provide employees with real-time feedback Be authentic, honest and open Decide when best to deliver feedback and be consistent in how you do it Be open and honest and encourage further dialogue on issues you raise Request feedback on your feedback so you can improve how you deliver it Keep feedback within the context of the work you are reviewing – don’t let it turn into broad-based navel-gazing that has little chance of being received favourably Offer support and help for staff to act on your feedback and improve how they work Be constructive – offer solutions and support 10. Avoid the distractions of social media Nearly half of companies in one survey said that they had no social media policy and that employees spent 12% of their working day on unproductive social media activities. The amount of time we spend on social media is increasing, both at work and at home. At work, it can be tricky cracking down on social media use but this is becoming a growing barrier to productivity improvement. Of course, many companies require employees to use social media for business purposes, so employees need to know what the rules are its use in the workplace. As well as being a distraction to productivity improvement, the unauthorised use of social media on company devices can open the door to hacking and fraudulent activity. Productivity improvement benefits Less time wasting at work Fewer workplace distractions More face-to-face employee interaction at work Reduced cybersecurity risks How to avoid the distractions of social media Set clear rules and guidance on using social media at work Explain clearly in regular communications why using social media hinders productivity improvement Block undesirable social media apps on work computers Ask staff to change notification alerts on personal devices when at work Encourage staff to post less on social media at work Set limits on the use of mobile phones – better still, ask staff to turn them off at work Recommend alternative personal interactions to social media, like talking face-to-face with colleagues – it could improve productivity Offer alternative workplace activities to using social media during breaks and lunch hours, like health classes, TED talks or other activities Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. 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Discover how to create a thriving coaching culture in your small organisation. Learn actionable steps to empower teams, boost engagement, and drive sustainable growth. How to Create a Coaching Culture in a Small Organisation By embedding these seven steps, small organisations can create a vibrant coaching culture that fuels employee satisfaction and drives sustainable growth. Published on: 26 Dec 2024 In today’s fast-paced business environment, small organisations are under constant pressure to adapt, innovate, and grow. One of the most effective ways to stay ahead is by fostering a coaching culture. But what does this mean, and why is it important? Let’s break it down into seven actionable steps. 1. Understand the Value of a Coaching Culture A coaching culture is more than just a leadership style—it’s a mindset shift that permeates every level of the organisation. It’s about creating an environment where employees feel supported, valued, and empowered to develop their skills continuously. In small organisations, fostering a coaching culture can bridge gaps in expertise, cultivate emerging leaders, and enhance collaboration. Unlike traditional training programmes that occur periodically, coaching cultures encourage ongoing learning and personal development in real-time, making growth a daily practice. A coaching culture directly impacts employee engagement, productivity, and retention. When employees experience consistent feedback and development opportunities, they are more likely to stay committed to the organisation’s mission. Additionally, it creates a ripple effect of problem-solving and innovation, as employees feel more confident in their abilities and more invested in the company’s success. Why It’s Essential: Builds adaptable, solution-oriented teams ready to tackle new challenges. Increases employee morale and loyalty by demonstrating a commitment to personal growth. Enhances overall productivity by fostering a mindset of continuous improvement. 2. Gain Leadership Buy-In Leadership is the cornerstone of any successful cultural shift, and creating a coaching culture is no exception. For coaching to become embedded within the organisational fabric, leaders must embody coaching behaviours consistently. This involves shifting from a directive management style to one that prioritises guidance, empowerment, and support. Leaders need to embrace vulnerability by acknowledging their growth areas and actively participating in coaching initiatives. To secure leadership buy-in, highlight the long-term benefits, such as increased employee performance, higher engagement, and reduced turnover. Provide case studies from similar organisations that demonstrate measurable success. Encourage leaders to undergo coaching themselves, as this hands-on experience often translates into a deeper understanding of the benefits. Action Tip: Host leadership workshops focused on coaching techniques. Encourage leaders to set personal coaching goals and track their progress publicly within the organisation to inspire others. 3. Develop Internal Coaches While external coaching can be valuable, small organisations benefit from cultivating internal coaching talent. Internal coaches understand the unique dynamics, goals, and challenges of the business, allowing them to provide more tailored and relevant support. By developing coaching skills within the existing team, the organisation creates a sustainable, scalable model for continuous growth. Identify high-potential employees with strong emotional intelligence, communication skills, and a passion for helping others. Offer formal training sessions, mentoring opportunities, and access to coaching certifications. Internal coaches not only guide their peers but also reinforce the coaching culture by modelling coaching behaviours consistently. Practical Step: Start with a pilot programme involving a small group of internal coaches. Provide ongoing feedback and encourage them to share their experiences, gradually expanding the programme across departments. 4. Foster a Feedback-Driven Environment Feedback is the heartbeat of a thriving coaching culture. It creates a continuous loop of learning and improvement, allowing employees to refine their skills, align their goals, and contribute more effectively. In a coaching culture, feedback is not reserved for annual reviews—it becomes part of daily interactions. Promote a feedback-rich environment by training employees to give and receive constructive feedback. Encourage managers to initiate regular one-on-one meetings that focus on growth and development rather than just performance metrics. Implement 360-degree feedback tools that allow employees to gather insights from peers, subordinates, and supervisors. How to Implement: Establish a “feedback first” policy where employees are encouraged to seek feedback at every project milestone. Create anonymous feedback channels to ensure that everyone feels comfortable participating. 5. Incorporate Coaching into Daily Workflows Embedding coaching into daily workflows ensures that it becomes a natural, habitual part of the organisational culture. Small organisations, often constrained by limited time and resources, can integrate coaching moments into routine operations without disrupting productivity. This might involve incorporating short coaching check-ins during team meetings, using project debriefs as opportunities for reflection, or pairing team members for peer coaching. Micro-coaching—short, targeted coaching sessions—can address immediate challenges, promote learning, and reinforce key skills. By making coaching part of daily workflows, employees experience its benefits consistently, reinforcing the value of continuous development. Simple Idea: Integrate a “coaching question of the week” into team discussions. Encourage employees to reflect on it and apply the insights to their tasks. 6. Create Safe Spaces for Experimentation A coaching culture thrives in environments where employees feel safe to experiment, innovate, and take calculated risks without fear of failure. Psychological safety—the belief that one can express ideas and make mistakes without retribution—is critical to this process. By fostering an atmosphere of trust and openness, organisations unlock higher levels of creativity and engagement. Leaders can create safe spaces by normalising failure as part of the learning process. Encourage employees to share lessons learned from unsuccessful projects and celebrate these insights. Reinforce the idea that growth stems from experience, even when the outcomes are not ideal. Best Practice: Launch a “fail forward” initiative where teams present unsuccessful projects and discuss what they learned. Reward participation with recognition and small incentives. 7. Track Progress and Celebrate Growth Sustaining a coaching culture requires measuring progress and celebrating milestones. Tracking personal and professional development not only reinforces the importance of coaching but also provides tangible proof of growth. This boosts morale, encourages participation, and keeps momentum high. Develop personalised growth plans for employees that align with their career aspirations and organisational objectives. Use key performance indicators (KPIs) such as skill development, project success rates, and employee engagement metrics to assess progress. Quick Win: Create a “Coaching Spotlight” feature in company newsletters where employees share their coaching journey. Highlighting individual growth stories serves as inspiration and reinforces the value of coaching. Building for the Future By embedding these seven steps, small organisations can create a vibrant coaching culture that fuels employee satisfaction and drives sustainable growth. A coaching atmosphere doesn’t just benefit individuals—it enhances the entire organisation, leading to stronger performance and long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover Construction Operations: Project Estimating and Scheduling, a guide for residential and commercial developers, as well as lead contractors. Introduction The Blueprint for Success The Lifeline of Construction Optimising Inputs Navigating Uncertainties Delivering Excellence Leveraging Technology Conclusion In This Article Construction Project Management for efficient project delivery Introduction In the dynamic and complex world of construction, effective project management is the linchpin of successful operations. Whether you’re erecting a skyscraper, renovating a heritage building, or developing a new residential complex, the challenges are multifaceted and demanding. From managing tight budgets and deadlines to ensuring safety and compliance, construction project management requires a blend of meticulous planning, strategic foresight, and robust leadership. This comprehensive guide delves into the core aspects of effective construction project management, offering insights and strategies to help project managers navigate the intricate web of tasks, stakeholders, and risks. By mastering these key areas, construction professionals can lead their teams to deliver projects that are not only on time and within budget but also of the highest quality. The Foundations of Construction Project Management Construction project management is akin to conducting an orchestra, where each player, whether a contractor, engineer, architect, or labourer, must perform their part in harmony with the others. The complexity of this task is heightened by the need to balance various factors such as cost, time, quality, and safety. The foundations of effective construction project management can be broken down into five essential components: planning, communication, resource management, risk management, and quality control. 1. Planning: The Blueprint for Success Planning is the cornerstone of any successful construction project. Without a solid plan, a project is like a ship without a rudder—aimless and likely to run aground. Effective planning in construction involves defining the scope, establishing timelines, budgeting, and setting clear objectives. a. Defining the Project Scope The scope of the project outlines what needs to be done and sets the parameters within which the project will be executed. This includes everything from the design and specifications to the materials to be used and the standards to be met. A well-defined scope helps in preventing scope creep—where additional tasks are added to the project without proper evaluation or approval, often leading to delays and cost overruns. Steps for Defining the Project Scope: Project Requirements: Start by gathering all requirements from stakeholders, ensuring that all needs are identified and documented. Work Breakdown Structure (WBS): Develop a WBS that divides the project into smaller, manageable tasks, making it easier to assign responsibilities and track progress. Deliverables: Clearly define the deliverables expected at each stage of the project. This provides benchmarks for measuring progress and ensures that the project stays on track. b. Establishing a Realistic Timeline Time is a critical factor in construction, where delays can lead to increased costs and strained relationships with stakeholders. Establishing a realistic timeline involves not only setting deadlines but also identifying the sequence of tasks and understanding the dependencies between them. Key Considerations for Timeline Management: Critical Path Method (CPM): Use CPM to identify the sequence of crucial tasks that must be completed on time for the project to be finished by the deadline. This helps in prioritising activities and allocating resources effectively. Gantt Charts: Develop Gantt charts to visually represent the project schedule, allowing for easy tracking of progress and adjustments as needed. Milestones: Set clear milestones that mark significant points in the project. These serve as checkpoints to evaluate whether the project is on course. c. Budgeting and Cost Estimation Budgeting is another vital aspect of planning that determines the financial feasibility of the project. Accurate cost estimation requires a thorough understanding of all project components, including materials, labour, equipment, and contingencies. Strategies for Effective Budgeting: Detailed Cost Estimates: Break down costs into smaller categories to ensure that all aspects of the project are covered. This includes direct costs (labour, materials) and indirect costs (permits, overheads). Contingency Planning: Set aside a contingency fund to cover unexpected expenses. This helps in mitigating the impact of unforeseen events that could otherwise derail the project. Cost Control Mechanisms: Implement cost control mechanisms to monitor spending throughout the project. Regular financial reviews and audits can help in identifying and addressing potential issues early on. 2. Communication: The Lifeline of Construction Projects In the fast-paced environment of construction, effective communication is paramount. Miscommunication can lead to costly errors, rework, and delays. Ensuring that all stakeholders are well-informed and aligned with the project’s goals is essential for smooth operations. a. Establishing Clear Communication Channels Clear and open communication channels facilitate the flow of information between all parties involved in the project. Whether it’s between the project manager and the site crew or the contractors and the client, ensuring that everyone is on the same page is crucial. Methods for Enhancing Communication: Communication Plan: Develop a communication plan that outlines who needs to be informed, when, and how. This plan should cover regular updates, reporting protocols, and emergency communication procedures. Regular Meetings: Schedule regular meetings to discuss progress, address concerns, and plan for the upcoming phases of the project. These meetings should be documented, with action items clearly assigned and followed up on. Use of Technology: Leverage technology such as project management software, instant messaging apps, and video conferencing tools to facilitate real-time communication, especially for large or dispersed teams. b. Documentation and Reporting Documentation is a critical component of construction project management, serving as a record of decisions, changes, and approvals. Proper documentation helps in tracking the project’s progress and provides a reference point for resolving disputes. Best Practices for Documentation: Detailed Records: Maintain detailed records of all communications, contracts, change orders, and approvals. This ensures that there is a clear trail of decisions made and actions taken. Real-Time Reporting: Implement a system for real-time reporting of project status, including progress against milestones, budget tracking, and risk assessment. This allows for timely interventions if issues arise. Stakeholder Reporting: Regularly update stakeholders on the project’s progress, ensuring transparency and trust. Tailor reports to the needs of different stakeholders, focusing on what is most relevant to them. 3. Resource Management: Optimising Inputs for Maximum Output Resource management in construction involves the effective allocation and utilisation of resources such as materials, labour, and equipment. Efficient resource management not only helps in keeping the project on schedule but also plays a significant role in cost control. a. Labour Management The workforce is the most valuable resource in a construction project. Effective labour management ensures that the right skills are available when needed and that workers are utilised efficiently. Key Aspects of Labour Management: Skill Matching: Assign tasks based on workers’ skills and experience to ensure high-quality output and minimise errors. Scheduling: Develop a work schedule that optimises the use of labour, avoiding both idle time and overtime, which can lead to burnout and increased costs. Training and Development: Invest in training programs to enhance workers’ skills, improve productivity, and ensure compliance with safety regulations. b. Material Management Materials account for a significant portion of a construction project’s budget. Effective material management ensures that the right materials are available when needed, without overstocking or wastage. Strategies for Material Management: Just-In-Time (JIT) Delivery: Implement JIT delivery to minimise storage costs and reduce the risk of material damage or theft. This requires close coordination with suppliers and accurate demand forecasting. Inventory Control: Use inventory control systems to track material usage and reorder levels. This helps in avoiding shortages and ensures that materials are used efficiently. Waste Minimisation: Implement strategies to minimise waste, such as recycling materials and using off-cuts. This not only reduces costs but also supports sustainability initiatives. c. Equipment Management Construction projects often involve the use of specialised equipment, which must be managed effectively to avoid delays and cost overruns. Tips for Equipment Management: Maintenance Scheduling: Regular maintenance is essential to keep equipment in good working order and prevent breakdowns. Develop a maintenance schedule based on manufacturers’ recommendations and usage patterns. Utilisation Tracking: Track equipment utilisation to ensure that it is being used efficiently. Underutilised equipment represents wasted resources, while overused equipment is prone to breakdowns. Rent vs Buy Decision: Assess whether it’s more cost-effective to rent or purchase equipment based on the project’s duration and the equipment’s frequency of use. Renting can be more economical for short-term needs, while purchasing may be better for long-term use. 4. Risk Management: Navigating the Uncertainties Risk is an inherent part of construction projects. Whether it’s a sudden change in weather, unexpected site conditions, or supply chain disruptions, these risks can impact the project’s timeline, cost, and quality. Effective risk management involves identifying potential risks early and developing strategies to mitigate them. a. Risk Identification and Assessment The first step in risk management is identifying the risks that could affect the project. This requires a thorough understanding of the project’s environment, stakeholders, and processes. Approaches to Risk Identification: Risk Workshops: Conduct risk workshops with key stakeholders to brainstorm potential risks. This collaborative approach ensures that all perspectives are considered. SWOT Analysis: Use SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to identify internal and external risks that could impact the project. Historical Data: Review historical data from previous projects to identify common risks and their potential impact. b. Risk Mitigation Strategies Once risks have been identified, the next step is to develop strategies to mitigate them. This involves planning for how to avoid the risk or minimise its impact if it occurs. Examples of Risk Mitigation Strategies: Contingency Planning: Develop contingency plans for high-risk areas, such as having backup suppliers or alternative work methods. This ensures that the project can continue even if an issue arises. Contractual Protections: Include clauses in contracts that allocate risks appropriately between parties. For example, a force majeure clause can protect against unforeseen events such as natural disasters. Insurance: Ensure that adequate insurance coverage is in place to protect against financial losses due to risks such as accidents, theft, or delays. c. Continuous Risk Monitoring and Review Risk management is not a one-time activity but an ongoing process that continues throughout the project’s lifecycle. Regularly reviewing and updating the risk management plan ensures that it remains relevant as the project progresses. Best Practices for Risk Monitoring: Risk Registers: Maintain a risk register that documents all identified risks, their potential impact, and the mitigation strategies in place. Update this register regularly to reflect changes in the project environment. Regular Reviews: Schedule regular risk reviews as part of project meetings. This allows for the early identification of new risks and the reassessment of existing ones. Proactive Response: Encourage a proactive approach to risk management, where team members are empowered to raise concerns and suggest solutions before issues escalate. 5. Quality Control: Delivering Excellence Quality is the ultimate measure of success in construction. A project that is completed on time and within budget but fails to meet quality standards is, in essence, a failure. Effective quality control ensures that the project meets or exceeds the required standards, resulting in a final product that is safe, functional, and durable. a. Setting Quality Standards Quality standards should be clearly defined at the outset of the project, based on industry best practices, regulatory requirements, and client expectations. Components of Quality Standards: Design Specifications: Ensure that the design specifications are comprehensive and detailed, leaving no room for ambiguity. Material Standards: Specify the quality of materials to be used, including grades, types, and sources. This helps in avoiding the use of substandard materials that could compromise the project. Workmanship: Set standards for workmanship that define the level of detail and precision required. This ensures that the construction is not only functional but also aesthetically pleasing. b. Implementing Quality Control Measures Quality control measures should be integrated into every stage of the project, from design to completion. This involves regular inspections, testing, and verification to ensure that the work meets the specified standards. Quality Control Techniques: Inspections: Conduct regular inspections at key stages of the project, such as after foundation work, framing, and final finishes. Inspections should be carried out by qualified personnel to ensure that any issues are identified and corrected promptly. Testing: Implement testing procedures for materials and construction methods to verify their compliance with quality standards. For example, concrete strength tests can ensure that the foundation will support the structure. Non-Conformance Management: Develop a system for managing non-conformances, where any deviation from the quality standards is documented, investigated, and corrected. This helps in preventing minor issues from escalating into major problems. c. Continuous Improvement Quality control should not be viewed as a one-time task but as an ongoing process of continuous improvement. By regularly reviewing and refining quality control procedures, construction managers can ensure that their projects consistently meet high standards. Strategies for Continuous Improvement: Feedback Loops: Establish feedback loops where lessons learned from each project are documented and used to improve future projects. This could involve post-project reviews or regular team debriefs. Training and Development: Invest in ongoing training and development for all team members to keep them updated on the latest quality control techniques and standards. Benchmarking: Compare the project’s quality performance against industry benchmarks to identify areas for improvement and set higher standards for future projects. 6. Leveraging Technology for Enhanced Project Management In today’s digital age, technology plays a pivotal role in enhancing construction project management. From project management software to advanced construction techniques, leveraging technology can lead to significant improvements in efficiency, accuracy, and collaboration. 7. Project Management Software Project management software has become an indispensable tool for construction managers, offering features that streamline processes, improve communication, and provide real-time insights into project progress. Benefits of Project Management Software: Centralised Information: Project management software provides a centralised platform where all project-related information is stored and accessible to authorised users. This improves transparency and ensures that everyone is working with the same data. Real-Time Updates: With real-time updates, project managers can monitor progress, track changes, and make informed decisions quickly. This is particularly useful for large projects with multiple stakeholders. Collaboration Tools: Many project management platforms include collaboration tools that allow team members to communicate, share documents, and work together more effectively, regardless of their location. 8. Project Estimating Software Project estimating software has become an essential tool for construction managers, providing features that enhance accuracy, streamline budgeting, and improve decision-making throughout the project's lifecycle. Benefits of Project Estimating Software: Accurate Cost Estimation: Project estimating software allows construction managers to create precise cost estimates by factoring in materials, labor, equipment, and other project-specific variables. This reduces the risk of budget overruns and ensures that all financial aspects are carefully planned. Time Efficiency: With automated calculations and data integration, project estimating software significantly reduces the time required to generate detailed estimates. This allows managers to focus on other critical tasks, improving overall project efficiency. Integrated Data: Project estimating software often integrates with other project management tools, ensuring that estimates are based on the most current data. This integration promotes consistency across project phases and helps in maintaining alignment between the budget and actual expenses. Scenario Analysis: Many project estimating platforms offer scenario analysis features, enabling managers to explore different project outcomes based on varying cost or resource assumptions. This supports better decision-making and risk management. Improved Collaboration: By providing a centralised platform for estimates, project estimating software facilitates collaboration between team members, subcontractors, and clients, ensuring that everyone has a clear understanding of the project's financial scope. 9. Building Information Modelling (BIM) Building Information Modelling (BIM ) is a digital representation of the physical and functional characteristics of a facility. It provides a comprehensive model that can be used throughout the lifecycle of a project, from design to construction and even maintenance. Advantages of BIM: Enhanced Collaboration: BIM facilitates collaboration between all stakeholders, including architects, engineers, and contractors, by providing a shared model that everyone can access and contribute to. Clash Detection: BIM allows for the detection of potential clashes or conflicts in the design phase, such as structural components interfering with plumbing or electrical systems. This helps in resolving issues before construction begins, saving time and costs. Lifecycle Management: BIM can be used beyond the construction phase, providing valuable information for the operation and maintenance of the facility. This makes it a powerful tool for asset management. 10. Drones and Wearable Technology Drones and wearable technology are increasingly being used in construction to enhance safety, efficiency, and accuracy. These technologies provide new ways to monitor progress, inspect sites, and ensure the well-being of workers. Applications of Drones: Site Surveys: Drones can be used for site surveys, providing high-resolution images and topographical data that are essential for planning and design. Progress Monitoring: Drones can capture aerial images and videos of the construction site, allowing project managers to monitor progress from a different perspective and identify potential issues early on. Safety Inspections: Drones can access hard-to-reach areas, such as rooftops or tall structures, making them ideal for safety inspections without putting workers at risk. Wearable Technology: Health Monitoring: Wearables such as smart helmets or vests can monitor workers’ health in real-time, alerting them to potential hazards such as overheating or exposure to harmful substances. Location Tracking: Wearables can also track the location of workers on the site, helping in ensuring that they are safe and in the right place at the right time. Conclusion: Mastering Construction Project Management Effective construction project management is a multifaceted discipline that requires a deep understanding of the various components involved, from planning and communication to resource management, risk management, and quality control. By mastering these areas, construction professionals can navigate the complexities of their projects with confidence, delivering results that are on time, within budget, and of the highest quality. In an industry that is constantly evolving, staying ahead of the curve by leveraging the latest technologies and best practices is crucial. Whether it’s using project management software to streamline operations, adopting BIM for better collaboration, or utilising drones and wearables to enhance safety, embracing innovation can make a significant difference in the success of a project. Ultimately, effective construction project management is about more than just completing tasks; it’s about delivering value, building trust, and creating structures that stand the test of time. By focusing on continuous improvement and always striving for excellence, construction managers can ensure that their projects not only meet but exceed expectations. The Blueprint for Success The Lifeline of Construction Optimising Inputs Navigating Uncertainties Delivering Excellence Leveraging Technology Conclusion

Explore the evolution of estimating software, from its historical roots to its modern-day applications across various industries. This comprehensive article covers the history, technical terms, real-world examples, and future trends of estimating software, highlighting its critical role in accurate project planning and cost management. 15 Key Features of Construction Estimating Software The construction industry is one where precision, efficiency, and time management are critical. As projects become more complex, the tools used to manage them must evolve. Construction estimating software has become an essential component for contractors, project managers, and quantity surveyors, offering a suite of functionalities that streamline the estimation process and enhance overall project management. In this article, we explore the core functionalities of construction estimating software, highlighting features that set modern tools apart, including estimating templates, calculators, live price tracking, and more. 1. Cost Estimation and Budgeting At the heart of construction estimating software lies its ability to create detailed, accurate cost estimates. This process involves calculating expenses for materials, labour, equipment, and other resources. The software automates these calculations, ensuring that estimates are both comprehensive and precise. By reducing the risk of human error, it helps in maintaining budgetary control throughout the project lifecycle. 2. Estimating Templates One of the standout features in modern construction estimating software is the availability of estimating templates. These templates provide pre-built structures for various types of projects, allowing users to quickly generate estimates by simply filling in the relevant details. Whether working on a residential renovation or a large commercial development, these templates save time and ensure consistency across estimates. They can be customised to fit specific project requirements, making them a versatile tool in the estimator’s toolkit. 3. Quantity Takeoff Quantity takeoff, the process of measuring and listing all materials required for a project, is a crucial step in estimating. Traditional methods of manual measurement are time-consuming and prone to errors. Construction estimating software includes digital takeoff tools that automate this process, enabling users to perform takeoffs directly from digital blueprints. This not only speeds up the process but also improves accuracy, reducing the risk of costly mistakes. 4. Estimating Calculators Estimating calculators are another powerful feature that enhances the accuracy and efficiency of the estimation process. These calculators are designed to handle various types of calculations, from simple arithmetic to more complex formulas that consider factors like wastage, overheads, and profit margins. By automating these calculations, the software ensures that all aspects of the estimate are meticulously considered, leading to more reliable and professional outcomes. 5. Live Price-Tracked Materials In the construction industry, material prices can fluctuate frequently, making it challenging to keep estimates accurate. To address this, leading construction estimating software offers live price-tracked materials. This feature allows users to access real-time pricing data for materials, ensuring that their estimates reflect the most current market conditions. By linking to supplier databases or online resources, the software can automatically update material costs, which is especially beneficial for long-term projects where prices may change over time. 6. Pre-Populated Labour Price Book Labour costs are a significant component of any construction estimate. To simplify this process, many software solutions include a pre-populated labour price book. This feature provides a database of standard labour rates based on industry norms, which can be customised to reflect local wage conditions or specific contractor rates. Having this information readily available not only saves time but also ensures that labour costs are accurately reflected in the estimate. 7. The ‘Other’ Costs While materials and labour make up the bulk of construction costs, there are often additional expenses that need to be considered. These ‘other’ costs can include permits, insurance, transportation, site security, and contingency allowances. Construction estimating software provides tools to factor in these costs, ensuring that the final estimate is as comprehensive as possible. By accounting for all potential expenses, the software helps avoid unexpected surprises that could derail a project’s budget. 8. Job Overview A well-organised project begins with a clear understanding of its scope and requirements. The job overview functionality in estimating software provides a high-level summary of the project, including key details like client information, project timelines, and financial summaries. This overview acts as a central hub for the project, giving all stakeholders easy access to the most important information at a glance. It also serves as a starting point for more detailed analysis and planning. 9. Bid Management and Business-Winning Quotation Winning business in a competitive construction market requires precise and compelling bids. Construction estimating software assists with bid management by enabling users to prepare professional, detailed proposals. The business-winning quotation feature allows contractors to create visually appealing, client-ready documents that clearly outline costs, timelines, and deliverables. This not only improves the chances of winning a bid but also sets the stage for clear communication with the client from the outset. 10. Auto Project Organisation Once a project is awarded, the next challenge is organisation. Auto project organisation features in construction estimating software help streamline this process by automatically generating schedules, task lists, and resource allocations based on the estimate. This ensures that all elements of the project are planned out in detail, reducing the risk of delays or oversights. The integration of this feature with the estimating process ensures a seamless transition from planning to execution. 11. Auto Materials Schedule Managing materials efficiently is critical to keeping a construction project on track and within budget. The auto materials schedule feature in estimating software automatically generates a procurement plan based on the quantities and types of materials specified in the estimate. This schedule ensures that materials are ordered and delivered at the right times, preventing delays due to shortages or storage issues. It also helps in coordinating with suppliers to ensure that materials are sourced at the best prices. 12. Smart Scheduling and Rounding Scheduling is a complex task that involves balancing multiple factors, including labour availability, material delivery, and weather conditions. Smart scheduling features in construction estimating software use algorithms to optimise project timelines, ensuring that tasks are sequenced efficiently and resources are used effectively. Additionally, rounding tools can adjust quantities and costs to practical figures, making estimates more realistic and easier to manage in the field. This attention to detail helps in creating schedules that are both ambitious and achievable. 13. Reporting and Analytics Beyond generating estimates, construction estimating software often includes robust reporting and analytics tools. These features allow users to produce detailed reports on various aspects of the project, including cost breakdowns, budget performance, and timeline adherence. Analytics can provide insights into areas where the estimating process can be improved, such as identifying consistent cost overruns or discrepancies in labour estimates. These reports are invaluable for internal assessments and client communications, ensuring transparency and accountability throughout the project. 14. Integration with Project Management Tools A major advantage of modern construction estimating software is its ability to integrate with other project management tools. This integration allows for seamless communication between the estimation phase and the broader project management process. For example, once a bid is won, the estimated costs can be directly imported into project management software, where they can inform scheduling, resource allocation, and financial tracking. This connectivity ensures that all project stakeholders have access to consistent, up-to-date information, enhancing collaboration and reducing the risk of errors. 15. Customisation and Scalability Finally, leading construction estimating software offers a high degree of customisation and scalability. This means that the software can be tailored to meet the specific needs of any project, regardless of size or complexity. As a business grows, the software can scale with it, accommodating larger projects and more sophisticated estimating requirements. This flexibility ensures that the software remains a valuable tool for any construction professional, from small contractors to large development firms. Conclusion The functionalities offered by construction estimating software have transformed the way projects are planned, budgeted, and managed. With features like estimating templates, calculators, live price-tracked materials, and auto project organisation, this software not only improves the accuracy of estimates but also enhances overall project efficiency. By integrating these tools into their workflow, construction professionals can ensure that they stay competitive in an industry where precision, timing, and cost control are paramount. Ultimately, construction estimating software is not just about creating estimates; it's about empowering businesses to deliver successful projects, time after time. 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Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. How to Deal With Difficult Customers Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. Published on: 20 May 2021 When was the last time you dealt with a difficult customer? We all know the signs. Short responses, exasperated tone, long pauses and sighs. Difficult customers are an unavoidable part of doing business. Yet even for the most experienced of customer service managers and advisors, difficult customers can be… well — difficult. Businesses are struggling because they’re not meeting customer expectations, whatever those might be. In fact, 54% of customers have higher expectations for customer service now than a year ago. It’s no easy feat, but businesses need to rise to the challenge of customers they deem difficult. We’re of the ever-optimistic opinion that we should all be treating these customers as an opportunity. An opportunity to enhance our customer service phone skills and communication skills, as well as to prove that your business really is the best option for any customer because of your outstanding customer service levels. That’s why in this article we’ll be looking at: Why conflict resolution is a vital customer service skill The service recovery paradox Examples of difficult customers How to deal with difficult customers Why conflict resolution is a vital customer service skill What a world we’d live in if every customer was an absolute dream. In reality though, difficult customers are a part of the job. More than that, 99% of the time, there’s a reason they’re being “difficult”. You just need to get to the bottom of it. These customers are in the minority. In fact 72% of the nation wish they were better at complaining and avoid doing so. So listening to these difficult customers and identifying the underlying issues will help all your customers. You can achieve better resolutions with difficult customers with conflict resolution skills. It’s a vital customer service skill to have because these conflicts are inevitable. No matter how perfect your customer experience, you are bound to have those customers where you failed to meet their expectations due to error or an oversight. You can’t just hang up on these customers or pull down the shutter. At least, we certainly wouldn’t recommend you do that if you want your business to last long! You need to know how to deal with difficult customers to run a functional business. Not only this, but there’s evidence that customers may be more loyal to a business after conflict resolution. This is known as the service recovery paradox. The service recovery paradox It’s a bizarre fact, but customers can be more loyal to your business after experiencing a service failure than they would have been had it never happened. When things go wrong, customer loyalty and retention obviously takes a hit. However, if companies exceed customer expectations in resolving these conflicts, then customers may actually end up being more loyal to the company than they would have been had the customer experience gone smoothly in the first place. This rather paradoxical idea has been proven time and time again to be true, and it’s why service recovery and conflict resolution are so important to businesses. That’s why we say you need to see these customers as an opportunity. An opportunity for your customer service advisors to turn an unhappy customer who may have a negative impact on your business into a loyal, lifelong customer who feels valued thanks to their great customer service skills . That all starts here, by knowing the common types of difficult customers and how to deal with them. Examples of difficult customers (and how to deal with them) Though there’s the occasional outlier, for the most part, difficult customers can be neatly categorised into the following types. We’ll walk you through how to deal with all of them. The impatient customer The impatient customer can be a real challenge. Mostly because their impatience can come across as rude or unnecessary. In reality, chances are this customer is impatient for a reason. This reason could be that they’re running late for something. It could also be that they’ve been left on hold for too long and it’s made them feel exasperated. This is to say, it may or may not be your company’s fault that your customer is impatient. Either way, they are and there’s almost always a plausible, reasonable explanation for their impatience. We’re focusing on reasoning out their impatience because this is the first vital step in knowing how to deal with a difficult customer like this. It makes them human. After all, who wouldn’t be feeling a little impatient from those examples above? From here, how to handle an impatient customer is simple. Acknowledge their feelings and express your understanding. Then be clear, concise and attempt to resolve the issue as efficiently as possible. Being helpful is the most useful tool in your box here, alongside being transparent about any reasons for further delays. Let them know you value their time as much as they do and that you’re invested in resolving the conflict. The indecisive customer The indecisive customer, although often well-intentioned, can be another difficult customer you may not know how to deal with. This customer struggles to pick from several different options, whether that’s products or services. To further complicate things, they may not communicate this to you, they may just dwindle around between options trying to avoid a decision. Failure to understand the indecisive customer can result in customer service advisors being too pushy towards a product the customer doesn’t want and may not like, ultimately resulting in a poor customer service experience. It can also result in an indecisive customer turning into a frustrated customer. Knowing how to deal with indecisive customers all comes down to know the right questions to ask. Their indecision is based on a lack of knowledge about your products or your brand. They may not want to ask further questions, but they may also not even know what questions to ask to help resolve their conflict. Customer service advisors here need to break out the questioning techniques to get to the root of the concerns, as well as actively listen to answers. From here, they can supply customers with the resources and information they need to come to a decision themselves. The angry customer Some customers are flying off the handle by the time you speak to them. We can’t express enough how rare it is for a customer to be doing this without having experienced some seriously bad customer service beforehand. So chances are, while it’s not you at fault, the company is intrinsically linked to the reason they’re so angry. Dealing with angry customers can be difficult because it can feel like nothing you do is resolving the conflict. In fact, some of the time it can feel like everything just seems to be making the situation worse. So here’s how to deal with an upset customer — first and foremost, listen. Active listening will help you increase your empathy, focus on the customer’s needs, reduce miscommunication and ultimately, come up with better resolutions for the customer. As part of this listening, sometimes customers just need to vent. So let them. Once they’ve gotten it off their chest they’re far more likely to be able to move on to figuring out how to resolve their problem with your business. You should also be empathetic. Try and put yourself in your customer’s shoes. Verbalise this understanding to your customer to reassure them you understand their frustration and you’re dedicated to resolving their problem. Then ask them how they’d like to see the issue resolved and figure out whether you can meet that expectation. This will involve taking ownership of the problem and dealing with it as appropriate. This may include chasing up other departments, speaking to managers for authorisation and organising callbacks to update on progress. You should do everything you can if you want a hope of winning this customer back through service recovery. The demanding customer The demanding customer is difficult because of how much time and energy they take up. It’s not necessarily an issue if you had all the time in the world to deal with just that customer, but that’s rarely the case. The reality is, the demanding customer takes up time at the expense of other customers. They may also refuse to listen to advice, even if you’re certain it’s the best advice. For example, if you’re recommending a product you know is the best fit for their needs but they want another. Knowing how to deal with a demanding customer involves patience, and plenty of it! Listen to their concerns and address them with clarity and transparency. All you can do is give your best advice, as well as give them the resources they need to make the decision themselves. The entitled customer Similar to the demanding customer, the entitled customer can be a headache inducing experience. So much so that there are entire forums dedicated to those who have to deal with them! Entitled customers want special treatment. They often have a bad attitude and unrealistic customer experience expectations. They think their behaviour is justifiable because they’re more valuable to you than you are to them. It’s not untrue, but it doesn’t make dealing with entitled customers any easier. It can be tough trying to please entitled customers, but it’s all part of knowing how to deal with difficult customers generally and nothing experienced customer advisors can’t handle. Often you can’t realistically do everything they want, so don’t. Do the next best thing, which is make them feel special. Let them know they’re your top priority, use their name wherever possible, thank them for being a customer and so on. This can go a long way in easing more reasonable behaviour from these customers. The penny-pinching customer Some people were born to haggle and can’t get enough of it. While it’s welcome down on the markets, the reality is in most modern businesses customer service advisors and salespeople don’t have much or any wiggle room when it comes to price. By this we mean, they have little or no autonomy to change the price so haggling with them is a bit futile. Yet still, some customers don’t seem to believe this is the case. The penny-pinching customer wants to haggle on price or get a freebie. Chances are, whatever you offer, they’ll always push for more. How to deal with frugal customers is simple — take money out the equation. Instead of talking price, talk about the benefits of your product or service and the feelings associated with it. You solve a problem, so focus on that instead of the price. The customer that demands a refund Often refunds are totally justified. That’s why refund policies are clearly laid out by companies, and most companies have very reasonable policies that customers can stick to and be happy with. But every now and then, you’ll get a customer who demands a refund who isn’t within the refund window. This can range from fairly reasonable to rather unreasonable. Dealing with customers who want a refund can be tricky because advisors often have to stick to the refund policy. However, for more reasonable circumstances, it’s well worth escalating the issue to get authorisation to give at least a partial refund or credit. The customer who gets some kind of refund will be much happier and much more likely to shop with you in the future than the customer who doesn’t. How to deal with difficult customers: 10 simple tips As you can see from the above examples, knowing how to deal with difficult customers, regardless of the different types of customers, often requires the same key customer service skills and strategies. In summary, follow these 10 simple tips on how to deal with difficult customers for the best results: Don’t take it personally Be empathetic Listen Take ownership Know when to escalate Keep calm Verbalise your understanding Use and share resources Be transparent Remember, they’re only human! Dealing with difficult customers: an opportunity As you can see, there are many key customer service skills you’ll need to know how to deal with difficult customers. While there are challenges with particular types of customers, a company’s ability to excel when it comes to conflict resolution can be a game changer for the customer experience. So ensure your customer service advisors feel empowered and able to deal with difficult customers and aim for outstanding conflict resolutions every time for the best results for your company. We can help with this with our unique telephone service skills training course. Our bespoke training helps empower your staff to deliver the best customer service, regardless of the situation. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn 7 ways to Improve business strategy execution to stay ahead of the competition, remain relevant and develop a leading competitive advantage. 7 Ways to Improve Business Strategy Execution The long-term success of every business depends on the successful execution of its strategy. Yet, up to 90% of business executions fail. Published on: 13 Oct 2022 Business strategy execution is a planned process that ensures employees follow and successfully execute business strategies to achieve the goals you have set. The long-term success of every business depends on improving the business execution of its strategy. Yet, up to 90% of business executions fail . Here are seven ways to improve business execution: 1. Focus on wellbeing and happiness Happy workers are more likely to be more productive. It may sound obvious, but companies risk achieving successful outcomes by underplaying the importance of wellbeing. Research shows the positive impact of employee happiness: an Oxford University study found that happier workers are more enjoyable to work with and more productive. The study found that employees who claimed to be satisfied also made 13% more business calls than those who did not. Even though this correlation may seem casual, it raises an important question about how businesses can encourage a happier and more productive work environment for effective business strategy execution. Here are some useful tips to boost employee happiness: Develop a culture of accountability Every employee should take ownership of their tasks and never blame others for their failures. Happy employees take responsibility for, and are proud of, their work. This can improve productivity and business strategy execution for employers. Help your staff to achieve more Not surprisingly, employees who think they’ll be doing the same job forever may get discouraged. A lack of upward mobility can disenchant people who only go through the motions in the workplace. While they may meet the minimum standards expected of them, they may also have low job satisfaction, resulting in higher staff turnover. How to focus on wellbeing and happiness Provide employees with a customised professional development plan from the day they join Hold regular performance reviews to discuss their progress and any issues they may have Ask for their input on what they want to accomplish. They may follow a different path than peers in their department, so be open to possibilities Constantly improve and personalise you company’s professional development activities 2. Nurture your stakeholders: planet, family and society As a leader, developing a solid relationship with your stakeholders is essential. As well as employees and shareholders, stakeholders can include employees’ families, society and local communities where you operate, as well as the planet. Your stakeholders have the power to influence and support significant decisions and activities in your business. As a leader, you should be creating a work environment where employees can build positive relationships with their families, society and the planet. How to nurture your Stakeholders Set rules that foster gender equality, a platform for team ideas, group conversations, creativity, transparency, and clear communication Establish sustainable projects rather than over-exploiting natural resources and further adding to the dangerous effects. After all, a world of good health is everyone’s responsibility 3. Increase leaders’ awareness Managers and other supervisors are often the most significant people who influence an employee’s happiness at work. A good leader has a high degree of self-awareness in terms of how they display their emotions, their professional conduct in the workplace and their empathy. Strong leadership can be enhanced by cultivating self-awareness. A leader’s self-awareness is essential for the following reasons: Making better decisions Self-awareness is essential to managing one’s behaviour and relationships. Leaders can better compensate for their natural tendencies and abilities by developing self-knowledge. Improving a company’s finances Self-aware leaders may be the key to a company’s success. A company’s financial standing can also improve as a result of greater success. Understanding what to bring to their role An organisation’s leaders can better fulfil their responsibilities when they understand their strengths, both in terms of industry knowledge and their personal characteristics. Setting realistic expectations Leading effectively means inspiring teams of colleagues to meet goals and work toward growth. Leaders with self-awareness know how to balance what they want their team to accomplish with their creative vision. It is equally important to create awareness within your team. Self-aware teams make better decisions and interact better. They can also handle tensions and conflicts more effectively. Playing by the same rules levels the playing field for everyone. In contrast, team members who have high self-awareness are more likely to suffer if others lack it. How to increase leaders awareness Make sure your whole team experiences transformation together with self-awareness Engage your team in self-awareness rituals every day – from having a stretch to visualising how to overcome obstacles Give continuous feedback – don’t leave everything to annual reviews Offer feedback whenever appropriate – it fuels continuous improvement 4. Improve communications Having a vision without communicating it is pointless. Communication is a vital element of the famed execution framework for high-growth companies, the Rockefeller Habits . With good communication, everyone in your organisation should be able to talk knowledgeably without hesitation about your vision. When a leader fails to communicate their intentions effectively, communication can quickly break down in the team or organisation. As a result, members lose sight of the big picture and operate in silos. Effective workplace communication promotes employee morale, engagement, productivity and satisfaction. Good communication with staff can be the difference between profit and loss. Think before you speak Improve your communication skills by considering these five questions every time you communicate: Who is the audience? What is your objective or goal? How would you like the recipient to respond to the communication? How can you achieve your goal most effectively? If you find it difficult to answer these five questions, consider how and why you are communicating. Don’t rush it Plan what you want to say and review your communication thoroughly in advance to ensure it works and makes sense. Particularly for written communication: revise, revise, revise. Don’t forget that excellent communication is rarely effortless. Don’t make it difficult Most workplace communications have a broader purpose. It’s a busy world. Don’t make it too hard for your team to understand what you are saying. Your audience should know where you’re going from the beginning of a presentation or written communication. Fill in the details next. 5. Increase transparency Truth always wins over artificial harmony. With each iteration, your team can transfer lessons learned and achieve increasingly greater success rates if they focus on what’s right rather than who’s right. Team tensions are usually caused by miscommunication. The inability to discuss conflict openly – conflict hinders rather than facilitates growth. Team members can interact more effectively when they know each other better. You can create greater transparency at work in these ways: Deconstruct silos Promote workplace transparency by breaking down silos and fostering open communication. Information and knowledge should be available across all organisational streams to achieve clarity. You can create a transparent working environment by prioritising an open-door strategy and using tools, such as town hall meetings and open-floor plans. As a result, hierarchies, bureaucracy and a political working environment are avoided. Share mistakes and learnings Build transparency by sharing your mistakes, learnings and victories. It’s much easier to share wins, but the most valuable lessons are learned when you admit when things didn’t go as planned, that they fell short or when you made a mistake that impacted the business. Your employees will be reminded that you are human and that there is always room for improvement. To achieve great success, any leader must undergo many failed experiments. Show and tell your results Discuss both your plans and the results – whether or not they were successful. Leaders who speak honestly about the results of the company’s efforts gain the trust and respect of their employees. Team members’ confidence in their leadership team can be better maintained when managers keep them informed throughout each project phase. During times of change, such as periods of growth or struggle, showing and telling your results is especially important. Establish effective communication channels Transparency at work relies on good communication channels. Employees in the organisation should know where to go for information when they need it. Management technologies make communication more seamless, especially across departments, so all messages, announcements and news can be shared easily. Schedule regular team and townhall meetings to keep your communication channels open and effective. 6. Develop a growth mindset There are usually two different types of leaders and managers: the one who believes in fixed abilities and promotes a fixed mindset, who thinks “those who don’t perform well can never get better”. The other one believes in growing those abilities and promotes a growth mindset , where “people can improve their abilities through coaching”. How does a growth mindset affect employees? Learning and growth are highly valued in growth mindset organisations, as they lead to a greater sense of empowerment and ownership among employees. They are more dedicated to their companies and willing to go the extra mile. Through challenges, hard work and perseverance, they become more successful learners and better contributors to their organisations. Stanford University psychologist Carol Dweck found that growth mindset companies attract employees where: 47% believe their colleagues are trustworthy 34% feel strongly committed to the company and own it 65% believe the company encourages risk-taking 49% say the company fosters innovation The main characteristics of a growth mindset workplace People can thrive in an environment that encourages growth mindsets if they: Prioritise hard work, determination, and perseverance over talent Enhance employee skills by providing training Develop critical thinking skills to navigate challenges Try new ideas by experimenting Embrace failure as a learning opportunity Own up to mistakes and take responsibility Embrace diversity and speak up Encourage learning through feedback If you apply the right strategies, work hard and ask for help when you need it, you can succeed in a growth mindset environment. The effort is what builds skills and turns those skills into accomplishments. 7. Improve time management and focus Good time management enables businesses to deliver their products and services on time consistently. Solving problems without affecting day-to-day operations also shows good time management. A planned, structured schedule offers extra time for problem-solving or unforeseen circumstances for businesses that depend on constant output to increase return on investment. As well as good time management, setting business priorities (such as attainable goals and tasks) can help your company achieve its objectives. Focus on the right things to perform a specific task. This can include time, money, business practices or obtaining outside assistance. By setting business goals, you can also identify and implement business practices that need improvement. Conclusion In today’s world of extreme change, transformation and disruption, a leader’s ability to translate strategy into action is paramount. Business leaders who execute strategies effectively differentiate themselves from underperformers. If a company fails to execute its strategy, it may be doomed to failure. When leaders execute strategy well, their companies outperform their competitors, bring new products to market faster and delight their customers. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover the best construction estimating and planning tools to streamline your projects. Explore the features and benefits of HBXL, Buildertrend, ProEst, and others, and learn how these tools can improve accuracy, efficiency, and project management in the construction industry. Introduction What is Estimating Software Why is it Essential Today How Can It Benefit You Can it Improve Profitability HBXL Estimating Software Buildertrend ProEst CostX by RIB Software PlanSwift Conclusion In This Article Top Construction Estimating and Planning Tools: Streamlining Project Success In the fast-paced world of construction, accurate estimating and efficient planning are crucial to delivering projects on time and within budget. With tight deadlines, complex designs, and numerous stakeholders, construction professionals need reliable tools to manage their tasks effectively. Tools like HBXL, Buildertrend, and ProEst have become essential for contractors, estimators, and project managers, offering features that simplify the entire process from initial estimate to project completion. In this article, we’ll explore some of the most popular construction estimating and planning tools available today, focusing on their features, benefits, and how they can help you streamline your construction projects. An Introduction to Project Estimating Tools In today’s fast-paced and competitive business environment, project estimating tools have become indispensable for accurate project planning and execution. These software solutions are designed to simplify the complex task of forecasting project costs, resources, and timelines. By integrating diverse elements such as labour, materials, equipment, and overheads, they enable professionals across various industries—whether in construction, IT, or manufacturing—to create precise and reliable estimates. The ability to predict expenses accurately and allocate resources efficiently is crucial for setting realistic deadlines and avoiding unexpected financial setbacks. Ultimately, project estimating tools are key to ensuring that projects are completed on time, within budget, and with optimal resource utilisation. What is Estimating Software? Estimating software is a specialised tool that enables businesses and professionals to accurately predict the costs, resources, and time required for a specific project or task. It automates the process of generating estimates by factoring in various components such as labour, materials, equipment, overheads, and other project-specific considerations. Widely adopted in industries like construction, manufacturing, and engineering, estimating software plays a critical role in budgeting, bidding, and project planning. By enhancing accuracy and efficiency, it reduces the risk of financial miscalculations, helping organisations stay competitive and maximise profitability. Why is Estimating Software Essential for Modern Construction Businesses? Estimating software is vital for modern businesses because it ensures accurate project planning and cost management, which are essential for staying competitive. By automating complex calculations and integrating real-time data, this software helps companies predict costs, allocate resources effectively, and set realistic timelines. It reduces the risk of budget overruns and missed deadlines, providing businesses with the precision needed to make informed decisions. In a landscape where efficiency and accuracy are paramount, estimating software is indispensable for achieving successful project outcomes. How Can Estimating Software Benefit Me? Estimating software offers a range of benefits that can significantly enhance your project management and planning processes. It helps you accurately forecast project costs, allocate resources efficiently, and set realistic deadlines by automating complex calculations and integrating various data inputs. With these tools, you can minimise the risk of budget overruns, streamline your workflow, and make informed decisions based on detailed, real-time insights. Ultimately, estimating software empowers you to manage projects more effectively, ensuring they are completed on time and within budget. Can Estimating Tools Enhance My Profitability and Productivity? Yes, estimating tools can significantly boost both profitability and productivity. By providing precise cost forecasts and optimising resource allocation, these tools help you avoid costly errors and inefficiencies. With accurate estimates, you can make informed decisions that minimise waste and reduce overheads, leading to improved profit margins. Additionally, by streamlining the estimation process, these tools save time and enhance operational efficiency, allowing you to focus on strategic aspects of your projects. Ultimately, leveraging estimating tools can lead to more successful project outcomes, greater financial performance, and enhanced overall productivity. 1. HBXL Estimating Software HBXL is a UK-based construction software company that has earned a strong reputation for its user-friendly, feature-rich estimating tools. Designed specifically for small to medium-sized construction businesses, HBXL’s EstimatorXpress is a comprehensive solution that combines estimating, quoting, and planning in one package. Key Features: Automated Estimating: EstimatorXpress simplifies the estimating process with its built-in calculators and templates, allowing users to generate accurate estimates quickly. The software automatically factors in labour, materials, and overheads, reducing the risk of errors. Integration with CAD Software: HBXL’s software integrates seamlessly with PlansXpress, the company’s CAD tool, allowing users to create detailed plans and automatically generate estimates based on these designs. Project Management Tools: Beyond estimating, EstimatorXpress offers project management features that help with scheduling, resource allocation, and tracking project progress, ensuring that projects stay on track. Customisation: Users can customise templates, reports, and pricing databases to fit their specific needs, making the software versatile for a wide range of projects. Why Choose HBXL? HBXL is particularly popular among builders and contractors in the UK due to its comprehensive approach to construction management. By combining estimating with planning and project management, it reduces the need for multiple tools, saving time and improving accuracy. 2. Buildertrend Buildertrend is a cloud-based construction management software widely used by builders, remodelers, and specialty contractors. It’s designed to cover all aspects of construction project management, including estimating, scheduling, communication, and financial management. Key Features: All-in-One Solution: Buildertrend combines estimating, project management, and client communication in one platform, offering a centralised hub for all project-related activities. Pre-Built Templates: The software offers pre-built templates for estimates and proposals, which can be customised to fit the specific needs of the project. Scheduling and Communication: Buildertrend excels in keeping teams and clients on the same page with its integrated scheduling tools, real-time updates, and messaging features. Client Portal: Clients can access a portal to view project progress, approve changes, and communicate directly with the construction team, enhancing transparency and client satisfaction. Why Choose Buildertrend? Buildertrend’s strength lies in its comprehensive suite of tools that cover the entire project lifecycle. It’s an excellent choice for those who want a single platform to manage everything from estimates to final payments, particularly in the residential and small commercial construction sectors. 3. ProEst ProEst is a cloud-based estimating software tailored for general contractors, subcontractors, and construction managers. Known for its robust estimating capabilities, ProEst also offers features that support bid management and takeoff. Key Features: Accurate Estimating: ProEst provides advanced estimating tools that allow users to create detailed cost estimates with precision. It supports multiple project types, including commercial, industrial, and residential construction. Digital Takeoff: The software includes a digital takeoff tool that simplifies the process of measuring and quantifying materials directly from digital plans. Bid Management: ProEst’s bid management feature streamlines the process of managing bids, helping users track bid status, communicate with subcontractors, and manage documents in one place. Reporting and Analytics: ProEst offers robust reporting and analytics tools that provide insights into project costs, helping users make data-driven decisions. Why Choose ProEst? ProEst is ideal for larger construction companies that require sophisticated estimating tools and robust bid management capabilities. Its digital takeoff feature is particularly useful for contractors who work with complex blueprints and need to ensure accuracy in their estimates. 4. CostX by RIB Software CostX is another powerful estimating tool known for its 2D and 3D takeoff capabilities. Developed by RIB Software, CostX is widely used in the construction industry for both estimating and cost planning. Key Features: 2D and 3D Takeoff: CostX allows users to perform takeoffs directly from both 2D drawings and 3D BIM models, providing flexibility and precision. Integrated Workbook: The software integrates takeoffs with a workbook that automatically updates costs as measurements are added, ensuring real-time accuracy. Customisable Reports: CostX offers customisable reporting features, allowing users to generate detailed cost reports tailored to their specific needs. BIM Integration: With its BIM integration, CostX is well-suited for projects that involve complex 3D models, making it easier to visualise and estimate costs accurately. Why Choose CostX? CostX is ideal for construction professionals who work on projects involving detailed architectural drawings or BIM models. Its advanced takeoff and estimating capabilities make it a top choice for those who need precise cost calculations and want to streamline the entire estimating process. 5. PlanSwift PlanSwift is a digital takeoff and estimating software designed to improve the accuracy and speed of construction estimates. It’s known for its ease of use and powerful features that cater to both small and large construction companies. Key Features: Digital Takeoff: PlanSwift ’s drag-and-drop interface allows users to perform takeoffs directly from digital plans, simplifying the process of measuring materials and calculating quantities. Custom Formulas: Users can create custom formulas within PlanSwift to tailor estimates to specific project needs, enhancing the flexibility and accuracy of the software. Integration with Other Tools: PlanSwift integrates with various other construction management tools, making it easy to transfer data and keep all aspects of the project aligned. Reporting Tools: The software includes robust reporting tools that allow users to generate detailed estimates, proposals, and material lists. Why Choose PlanSwift? PlanSwift is particularly popular among contractors and estimators who need a straightforward, yet powerful tool for digital takeoffs and estimates. Its user-friendly interface and customisation options make it accessible to a wide range of users, from small businesses to large enterprises. Conclusion Choosing the right construction estimating and planning tool is crucial for the success of your projects. Whether you’re a small contractor looking for an all-in-one solution like HBXL, or a large construction firm in need of advanced features like those offered by ProEst or CostX, the right software can make all the difference. These tools not only help in generating accurate estimates but also streamline project management, improve communication, and ensure that your projects are delivered on time and within budget. By investing in the right technology, construction professionals can enhance their efficiency, reduce errors, and ultimately deliver better results for their clients. As the construction industry continues to evolve, staying ahead of the curve with the latest estimating and planning tools will be key to maintaining a competitive edge. Introduction What is Estimating Software Why is it Essential Today How Can It Benefit You Can it Improve Profitability HBXL Estimating Software Buildertrend ProEst CostX by RIB Software PlanSwift Conclusion Related Articles Top Construction Estimating and Planning Tools: Streamlining Project Success Project Estimating and Scheduling Construction Project Management Managing Subcontractors in Construction 15 Key Features of Construction Estimating Software What is Estimating Software? A Deep Dive into its Evolution, Functionality, and Impact 50 Construction Estimating, Scheduling and Management Tools

The Role of the Chief Happiness Officer sees that the work we do truly engages us and makes us feel alive every day we do it. The Role of the Chief Happiness Officer Before we discuss the role of the Chief Happiness Officer (CHO), we should ask why the role is needed. Being happier can help to improve all areas of our lives, including at work, at home and with friends and socialising. Published on: 9 Mar 2023 Before we discuss the role of the Chief Happiness Officer (CHO), we should ask why the role is needed. Being happier can help to improve all areas of our lives, including at work, at home and with friends and socialising. Companies and governments both recognise the benefits of being happier, too. There’s even a World Happiness Report that measures happiness across 150 countries. Attitudes toward happiness are changing. Not fast, but inexorably towards a world where we can talk about it as a serious business benefit. Noting the shift in attitudes, the happiness report says that over the last decade policymakers around the world are seeing the public mood on happiness as an important objective of public policy. GDP is not a good measure of progress One way of measuring a country’s progress and success is by reference to its gross domestic product (GDP), which is basically the monetary value of everything it makes (goods and services). But that’s no longer acceptable. The World Happiness Report found that in the last 10 years, the focus on income and GDP has waned, with words like GDP appearing less often than the word happiness . Other measures are coming to the fore. As the Harvard Business Review (HBR) says, GDP wasn’t designed to assess the welfare or wellbeing of citizens . The mistake by policymakers, according to the HBR, is to treat GDP as all-encompassing. Economic prosperity measured on GDP alone allows no scope for the effects (positive and negative) on people. In fact, economic growth does not guarantee an increase in happiness at all. Even if you only associate happiness with having money, the Institute for Management Development points out that GDP ignores the relationship between economic growth and income inequality . The benefits of being happy So, the role of a CHO would seem to be a very important position indeed. The CHO is responsible for ensuring all of the multiple benefits of being happy are delivered in the workplace – and wider. There’s no shortage of academic research on the benefits of being happy . The general benefits of being happy include: Improved health Combat stress Stronger immune system Healthier lifestyle Reduced aches and pains Live longer And at work: Improved decision making Increased creativity Improved personal and professional productivity Increased customer satisfaction Higher earnings It may seem obvious to say that happiness and good health go hand in hand but it’s a life lesson many of us ignore. Ironically, we’d probably claim we’re too busy, stressed or ‘under the weather’ to find the time to sort out our happiness level. In the workplace, greater happiness equates to more successful businesses . There’s a direct link between the two. It’s no surprise that so many organisations now focus on wellbeing, mental health, inclusivity. They are taking a long, hard look at their business culture and questioning whether it is fit for purpose. What is happiness? Happiness can be defined in many different ways but how we look at it here is when a person is in a state of ‘flow’ – they are so immersed in their work and the world that they feel as one with it. Think of it like the way athletes go ‘into the zone’ in preparing to excel. It’s a well-studied mental state that helps us understand how we can reach our happiness zone . We can identify the many signs and types of happiness to take us in the right direction. Happiness and having money are often lumped together. But most people today would recognise that more money doesn’t always make you happier. Yes, you need enough to love well, but more won’t necessarily make you much happier. Happiness in a Regenerative, Ethical, Mindful (REM) world is when individuals feel that their work and life contribute towards not just a better life for themselves but their company and peers, family, community, society and planet. When you feel so connected, you can achieve high levels of self-esteem, self-respect and respect for others. It’s best to see happiness as a journey, something to aspire to be. When you do this, when you make it the goal itself, you’ll always be focusing on being happier, rather than only experiencing happiness in the moment. Maslow and happiness Abraham Maslow famously created the Hierarchy of Needs . To start, we need to feel safe, secure and needed, that we belong and have good connections with people. Maslow’s final two stages – self-esteem and self-actualisation – are where work comes to play an important part. These are stages where we realise the potential of our passions and skills. Where these passions and skills combine to create value for others. This helps to move us into a state of happiness and a state of flow, too. What makes for a good CHO? You need to be both a people person but also a big picture person; to see the implications for improved happiness to your business and wider society. Take a look at some of today’s mega-businesses – like Amazon, Google, Airbnb and SAP – and you’ll find they all have a CHO . While such an appointment is an altruistic move, there is clearly sound business logic for the role in terms of increased productivity, employee engagement and efficiency, Law firm Allsop’s CHO sees her role as being a ‘people person’ who is a conduit for communications from the top down and responsible for developing its culture. Human Resources and employee engagement specialist Hppy’s CHO sees their role as giving colleagues a voice, offering them freedom and supporting their growth. What does a CHO do? Most companies perhaps focus too much on Friday pizzas, away days and free medical and health care in their efforts to boost employee happiness. But they are missing the point. These actions, while probably appreciated, won’t necessarily make people happier. Valued, yes, but real happiness is found in the work we do. Happiness comes when the work we do truly engages us and makes us feel alive every day we do it. This is realising self-esteem actualisation. Pizzas, on the other hand, belong more to the ‘love and longing’ level in Maslow’s Hierarchy of Needs. A CHO should: Provide feedback to their board on employee engagement and motivation issues Create programmes that increase employee satisfaction Create awareness around human-related issues of communication, motivation and leadership Devise and run workshops to improve personal and professional productivity Ensure employees’ opinions and voices are heard Ensure company values are known, understood and are a central part of each employee’s own belief system and values See that staff have the right traits and skills for the work they are doing and provide both business and social skills development where needed Check that staff aren’t overwhelmed and merely ‘fire-fighting’ problems and issues every day as this can become demotivating Ensure there is a good positive culture that boosts personal, professional and business productivity Online workspace management company Yarooms points out that the growing importance of the CHO is a sign of the times we live in . The post-Covid world of hybrid working and an emphasis on getting our work/life balance right give the role huge relevance for businesses trying to map their way to a successful future. It’s time for every business and employee to get happy. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. Myers Briggs Personality Testing The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. What this means in less clinical terms is the Myers-Briggs Type Indicator can help us better understand how we perceive the world and make decisions, as well how other people do those things. The History of the Myers-Briggs Type Indicator The Myers-Briggs Type Indicator was created by mother and daughter, Katharine Cook Briggs and Isabel Briggs Myers. Katherine Briggs began researching personality in 1917, after meeting her future son-in-law and observing the stark differences between his personality and that of her family members. She began reading and documenting various biographies to develop a typology, which eventually evolved into four main temperaments; social, executive, spontaneous and meditative. She went on to read Carl Jung's Psychological Types in 1923 and recognised the similarities with her own. Her daughter Isabel also took an interest in human behaviour at this point and they decided to attempt to turn the theory of psychological types into a more practical application together. Eventually, Briggs Myers took over the research almost entirely, evolving the typological research towards the field of psychometric testing. Myers was apprenticed to Edward N. Hay and here learned test construction, scoring, validation and statistical methods. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. The Concepts Behind MBTI The MBTI is based on the theory proposed by Swiss psychiatrist Carl Jung. He speculated that people perceive the world through one of four principal psychological functions: sensation, intuition, feeling and thinking. The four categories that he outlined are: Introversion/Extroversion Sensing/Intuition Thinking/Feeling Judging/Perceiving His theory states every individual has one preferred quality from each category, creating 32 unique personality types, which the MBTI condenses to 16. These types indicate how we experience the world, our interests, needs, values and intrinsic motivations. The different types are: Analyst Personality Types Analyst personality types within the Myers-Briggs framework include: Architects (INTJ-A/INTJ-T): Imaginative, strategic and excellent planners. Logicians (INTP-A/INTP-T): Inventive, innovative and always looking to learn more. Commanders (ENTJ-A/ENTJ-T): Imaginative, bold and strong leaders. Debaters (ENTP-A/ENTP-T): Curious, intelligent and always up for a challenge. Diplomat personality types Diplomat personality types within the Myers-Briggs framework include: Advocates (INFJ-A/INFJ-T): Inspiring, idealistic and introverted. Mediators (INFP-A/INFP-T): Kind, creative and altruistic. Protagonists (ENFJ-A/ENFJ-T): Inspiring and charismatic leaders. Campaigners (ENFP-A/ENFP-T): Sociable, creative and excellent team players. Sentinel Personality Types Sentinel personality types within the Myers-Briggs framework include: Logicians (ISTJ-A/ISTJ-T): Practical, reliable and always searching for the facts. Defenders (ISFJ-A/ISFJ-T): Dedicated, friendly and the heart of any team. Executives (ESTJ-A/ESTJ-T): Organised and excel at administrative and management tasks. Consuls (ESFJ-A/ESFJ-T): Sociable, caring and always happy to help. Explorer Personality Types Explorer personality types within the Myers-Briggs framework include: Virtuosos (ISTP-A/ISTP-T): Practical, bold and a master of new tools and tasks. Adventurers (ISFP-A/ISFP-T): Creative, flexible and always ready for the next challenge. Entrepreneurs (ESTP-A/ESTP-T): Intelligent, energetic and perceptive. Entertainers (ESFP-A/ESFP-T): Energetic, spontaneous and the life of the party. Benefits of the Myers Briggs Workplace Personality Test Nearly 90% of Fortune 100 companies use the MBTI test during their hiring process or within team building exercises and for good reason. This test has proven benefits in the workplace. The most obvious benefit is that it improves communication, bringing about more positive interactions. Personality typing helps colleagues figure out how best to communicate with various colleagues and managers, resulting in more productive outcomes. It can also improve teamwork. Personality typing can reveal a lot about who your team members work the most effectively with. You can use this information to construct higher performing teams who love working together. Creating these teams can help eliminate conflict in the workplace. We all know some colleagues just don't get on. MBTI personality typing can help you construct teams that are less likely to have conflicts, as well as better navigate those conflicts by understanding the differing perspectives at play. Though you might think it from the above brief descriptions, personality profiling isn't all positive behaviours. Every personality type has their strengths, but also their weaknesses. We're only human after all. This is good news as it allows companies to let employees play to their strengths, as well as identify and work on their weaknesses through self-reflection. Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. WATCH VIDEO

Grow your market share and business with expert business coaching, tailored to the kitchen and bathroom showroom and installer industry. Business Coaching for Kitchen and Bathroom Showrooms and Installers Grow your market share and business with expert business coaching, tailored to the kitchen and bathroom showroom and installers industry. Our Kitchen and Bathroom Showroom and Installers business improvement programme can help your company grow your market share and increase your revenue through driving business productivity. Whatever the size of your business, we can help. Kitchen and Bathroom Showrooms Business Improvement Programme Our business improvement programme coaches help your business figure out how to do what you do already better. They’ll assess where you’re already succeeding and look at where you can improve using our unique business productivity solutions and tools. Overall, they’ll help you resolve any roadblocks to success, permanently. We know that what sets your business apart from the next competitor is outstanding customer service alongside operational excellence. That’s why one of our main focuses is helping you perfect your customer service interactions so every single one of your clients has a great experience. Sales and Service Training for Kitchen and Bathroom Businesses Sales and service training for Kitchen and Bathroom Businesses enhances phone etiquette , ensuring professional and informative customer interactions. This boosts client satisfaction and trust, leading to increased appointments and sales. Clear communication about design options, pricing, and services offered creates customer loyalty and referrals, driving business growth and success. Operational Excellence for Kitchen and Bathroom Showrooms Long-term business success in your industry is dependent on your operational excellence, great products and customer service. If you’re lacking any, your business will face challenges ahead. Your employees are integral to the success of your business. They turn shoppers and queries into sales, as well as ensuring all potential clients have a memorable and positive experience with your business. This is why we believe in reversing the traditional organisational pyramid of command and control to empower your employees. This empowerment allows your employees’ ideas and innovations to power your business, allowing it to thrive. As part of your business productivity plan, we’ll set your business clear, tangible goals and deliverables. We’ll bring consistency to your service and brand to ensure you maximise every interaction you have with customers. What Our Kitchen and Bathroom Business Coaching Delivers: Improved business efficiency Increased profitability Better competitive advantage More motivated, engaged employees A positive work culture Consistently exceptional customer service Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit

Drive your small business forward with our 10 small business improvement ideas that you can implement straight away, from the business productivity experts 10 Small Business Improvement Ideas you can Implement Today Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Published on: 11 Mar 2021 Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Much of the advice around business improvement revolves around large and medium-sized companies, with large scale changes for specific departments. This is why we’ve put together our list of small business improvement ideas that you can implement today. Small Business Improvement Ideas Create a Business “Toolbox” Your business toolbox should be a centralised, accessible hub containing essential documents and tools for smooth operations. Alongside your business and marketing plans, it’s crucial to have up-to-date financial software that provides real-time insights into your cash flow, taxes, and overall financial health. Pro Tip: Digitise your employee manual and ensure it's accessible to all team members. It ensures transparency and consistency in operations. Use Task Management Software Task management software allows better team collaboration, reducing the reliance on long email chains. Platforms like Trello and Google Suite offer free versions for smaller teams, allowing you to manage tasks visually and collectively. Pro Tip: Assign clear roles in the software and set deadlines for each task, so responsibilities are transparent and measurable. Automate Tasks Automation is no longer a luxury—it’s a necessity. Beyond sending payslips or invoices, consider automating marketing activities like social media posts, email campaigns, and data entry. Tools such as Zapier or HubSpot can automate these processes, allowing you to focus on strategic tasks. Pro Tip: Start small. Automate routine tasks first, then gradually incorporate automation in more complex workflows as you see results. Promote Open Communication Effective communication is the backbone of business efficiency. Cultivating an open feedback culture allows your team to express their ideas and concerns freely. Use tools like Slack or Microsoft Teams to streamline communications and ensure that no voice goes unheard. Pro Tip: Regularly ask for anonymous feedback to get honest opinions, especially on sensitive topics. Implement a Business Improvement System A Business Improvement System provides a structured approach to analysing, refining, and optimising your operations. Focus on workflows, processes, and overall strategy to ensure your business is running efficiently. Document your processes and identify bottlenecks or inefficiencies that can be eliminated or improved. Pro Tip: Use a system like Lean or Six Sigma to identify waste and create high-performance workflows that align with your business goals. Stay Up to Date Set up Google Alerts not only for your business but also for industry-related keywords. This will keep you informed about trends, competitors, and new developments in your field. Use tools like Feedly to aggregate industry news from different sources and stay ahead of the curve. Pro Tip: Regularly review and adjust your business strategy based on market trends to stay competitive. Leverage Local Sign up for Google My Business and regularly update your profile to reflect current operating hours, services, and customer reviews. Participate in local community events or sponsor activities to raise brand awareness and build stronger relationships with your local customer base. Pro Tip: Encourage happy customers to leave reviews online—this boosts your credibility and helps attract new business. Strengthen Cybersecurity Small businesses are increasingly targeted by cybercriminals, making strong cybersecurity essential. Implement multi-factor authentication (MFA), firewalls, and regularly update all software. Conduct employee training on phishing and other online threats, ensuring they’re aware of cybersecurity best practices. Pro Tip: Use password managers to ensure your team isn’t reusing weak passwords and conduct periodic audits of your systems. Make Meetings Productive Reevaluate how meetings are conducted in your business. Shorten meetings or eliminate unnecessary ones to ensure employees can focus on their tasks. Set an agenda for every meeting and stick to it, reducing time wasted on off-topic discussions. Pro Tip: Implement standing meetings, which naturally keep discussions short and to the point. Take Downtime Seriously As a small business owner, the risk of burnout is real. Taking regular breaks not only helps refresh your mind but also allows you to return to work with a clearer perspective. Encourage your employees to take meaningful breaks as well to ensure their productivity stays high. Pro Tip: Schedule annual reviews for your own health and well-being, evaluating where you might need extra help or support. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started