When trying to set a goal it is often, well more than often useful to have a guide or something that you can follow when setting an objective. This minimises the risk of setting unrealistic and unclear expectations and optimises the chance for success.
Several years ago I read a book called How to be Brilliant by Michael Heppel, it was fantastic. I was working on quite a big customer service change project at the time and it totally changed my view on what we needed to do. Well not totally changed my view but we did take on board a lot of the[...]
Employee Engagement and Emotional Intelligence
