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Tuesday, 10 October 2017

CAN WE TEACH INTELLIGENCE?


Hardly any other psychological concept is as important to us as intelligence. We want to make intelligent choices, be able to keep up an intelligent conversation, and simply be intelligent people. Not surprisingly, scientists have investigated intelligent and less intelligent behaviour for decades. A wide array of different, sometimes even contradicting definitions of intelligence and tests of intelligence have emerged as a result.

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Saturday, 7 October 2017

THE 1-MINUTE TRICK TO NEGOTIATING LIKE A BOSS


Life is full of negotiations, big and small. We negotiate for raises, we negotiate with clients and providers over prices, and we negotiate for more staff, the best projects, and flex time. (Then we go home and negotiate with our kids about how old you have to be to get your own smartphone.)

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Tuesday, 19 September 2017

THE KEY TO GREAT CUSTOMER SERVICE


This is the story of how I learned the key to great customer service.
I’d come down to New York for HSM’s World Innovation Forum. The first day of the conference, customer service guru and Zappos chief Tony Hsieh gave his spiel about Zappos being a service company that just happened to sell shoes. In fact, he said, their primary business wasn’t even delivering shoes or clothing. It was delivering happiness. He talked about how they hire — and fire — on their core values, how they’d developed and refined those values over the course of several years, and how their company mission was grounded in the latest science of what makes people happy. There was a music video and a PowerPoint. We got his book, Delivering Happiness, free in our conference bags. It was all compelling, inspiring stuff.
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Friday, 15 September 2017

PRINCIPLES FOR THE MODERN LEADER


We’re all aware that there are timeless leadership principles that have been true since the dawn of time and that will continue to be valid in tomorrow’s business environment. Things like integrityhonesty, and personal responsibility immediately come to mind. While those are all vital traits, they’re not the leadership traits I’m addressing right now. In today’s world of technology-driven transformation, leaders need to embrace a new leadership principle if they want their organization to be relevant today and in the future.


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Wednesday, 13 September 2017

DO YOU SPEAK THE MOST POWERFUL LANGUAGE IN THE WORLD?


There are over 6,000 languages spoken in the world today, but some 2,000 of them count fewer than 1,000 speakers. Moreover, just 15 accounts for half of the languages spoken in the world.

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