aiss-training

When Lack of Culture Becomes Costly: The Super Retail Group Case

Wed, 17 Sep 2025 07:49:04 GMT

Super Retail Group—owner of Australian household brands like Rebel, Supercheap Auto, Macpac, and BCF—is now under intense scrutiny. Following major governance failures, the company is facing reputational damage, legal action, and significant financial loss. For every business leader who thinks “Respect at Work” is optional or “just HR’s problem,” this should serve as a high-stakes warning: disrespect is expensive—and non-compliance bleeds real money.

What Happened

CEO Anthony Heraghty was terminated effective immediately after failing to disclose an alleged romantic relationship with former Chief Human Resources Officer, Jane Kelly. Allegations from former senior staff include claims of a toxic culture, bullying, inappropriate spending of company funds, and suppression of complaints. These internal issues have exploded into public and legal arenas, with whistleblowers now seeking justice—and compensation.

The Financial Fallout

Market Losses: ~$300 Million

When the CEO’s departure was announced, Super Retail Group’s share price dropped by 8%. That’s not a blip—it’s a major vote of no confidence from the market. Share price drop: 8% Estimated market cap impact: ~\$300 million AUD lost in shareholder value.

Legal Exposure: $30–50 Million

Former senior executives Rebecca Farrell and Amelia Berczelly have launched legal action, claiming they were subjected to toxic and unsafe workplace conditions—and silenced when they tried to raise concerns. Whistleblower claim: Estimated at \$30–50 million AUD.

Where It Went Wrong: Culture and Compliance

governance: - Non-disclosure of conflicts of interest - Inadequate board oversight - Poor whistleblower response - Lack of effective respect-at-work policies and training - Failure to embed respect as a lived, enforced standard.

The Real Cost of Disrespect

This case shows the price tag of getting workplace culture wrong: - Share price fallout: ~$300 million lost value - Whistleblower legal claim: $30–$50 million in potential costs - Reputational damage - Leadership instability - Internal disruption.

Five Takeaways for Organisations

Respect at Work is not “woke nonsense”—it’s a compliance and governance requirement. - Disclosure policies must be enforced. - Whistleblower protections must work in practice. - Culture training must be real and regular. - Boards must act swiftly.

AISS Training: Real Compliance, Not Box-Ticking

At AISS Training, we work with organisations that want to avoid this kind of crisis—not recover from it.

Fast, effective online Respect at Work training
Actor-driven, 2-hour live sessions
Strategies to embed respect into daily culture Learn more: aisstraining.com.au/respect.

Our Online Respect at Work Training Tool

Designed for organisations that need both speed and depth, our online Respect at Work training tool delivers: - Full compliance in under 45 minutes - Interactive, scenario-based learning - Automated tracking and certification.

Conclusion

Super Retail Group’s leadership failure has already cost the company hundreds of millions—and that figure may still climb. This isn’t just a case of bad behaviour—it’s a case study in how failing to build a respectful workplace culture becomes a legal, financial, and reputational disaster. Respect at Work is not optional. It’s your culture, your compliance, and your first line of defence.

Presentation Skills - Tip Three

Thu, 03 Dec 2020 08:52:16 GMT

Light for life

When giving a virtual presentation it’s important that you are seen in the best light, literarily!

The lighting that you choose to use can make or break a presentation. Too much light and you can look washed out, too little light and you won’t be seen at all.

Get the light just right and you’ll shine like a star.

Take one minute of your day to learn more about the importance of lighting.

Presentation Skills - Tip Two

Tue, 24 Nov 2020 08:39:57 GMT

Space: the final frontier

Virtual presenting is all about knowing how to use your space and being aware of how much space you have to work in.

Unlike presenting or training in-person where you have a whole room or stage to work with, in a virtual world your space is much smaller and new rules apply, so it's good to know how to fill your space without slipping over the edges.

Take one minute to view tip two in our virtual presenting series to see how you can own your space and stay in your virtual box.

Presentation Skills - Tip One

Thu, 05 Nov 2020 08:21:24 GMT

The eyes have it

Whether you be presenting in person, or in a virtual situation its all about making contact with your audience. Connecting with an audience requires us to show our true selves or put another way, to be authentic. One of the best ways to show our authenticity is to reveal ourselves through our eyes, we do this by looking others in the eye, when we do this, they see our inner selves, which sparks a genuine connection.

When presenting virtually the lens is the representation of everyone you are speaking with, so the lens becomes their eyes and we must look into that lens and express emotion in the same way we do when we are with people in a physical environment.

So, sit back and take one-minute to view tip number one in our presentation skills video training series to help you connect in the virtual world.

Credit Control - Tip Three (for getting paid)

Fri, 30 Oct 2020 08:13:02 GMT

Do you know the difference between aggressive, assertive and non-assertive?

This is an important question for anyone working as an account receivable person / credit controller. You see, a big part of getting invoices paid on time is your voice, your voice has to become an effective tool for encouraging your customers to pay their invoices on time and your voice needs to be used in an assertive manner. When you are assertive people follow your lead and will be guided by you, being assertive creates trust and gives you the authority you need to be taken seriously.

Another aspect of being a good account receivable person / credit controller is maintaining your record keeping, using the CRM software or accounting software correctly. Document, Document, Document.

If you keep accurate records it will stop your customers from trying to trick you are out right lying to you, because they will know that you have documented what they have promised to do and you can refer back to previous conversations and quote their own words back at them, this has a powerful effect on people trying to mislead you.

So sit back and take one-minute to view tip number three in our credit control video training series to help you get your invoices paid on time.

Credit Control - Tip Two (for getting paid)

Thu, 22 Oct 2020 08:05:28 GMT

We are here to help you get paid, whilst maintaining excellent relationships with your customers

What kind of relationship does your accounts receivable team have with your customers? For the most part credit controllers and accounts receivable teams don’t have much of a relationship with customers except to chase them for payment which means in many cases it’s a negative relationship.

We see this as a flawed relationship, wouldn’t it be better for your business and the customer if the relationship between the customer and the accounts receivable team was a positive one?

How about starting the relationship on a positive note and keeping it that way, viewing accounts receivable as part of the customer service process can ensure you not only get paid faster but have a deeper more meaningful relationship with customers.

In this set of short one-minute training videos we will arm you with the skills to make sure your invoices get paid on time every time.

7 Key Soft Skills for Tech Teams in the Post 'COVID-19 Normal'

Tue, 20 Oct 2020 07:44:16 GMT

The IT sector has traditionally placed priority on the team members having gun tech skills – sometimes at the expense of other, seemingly less important soft skills. As COVID-19 redefines the way we work, the need for soft skills in this sector is becoming increasingly apparent.

Soft skills now dominate the list of proficiencies needed by our future tech workforce. As Deloitte Access Economics points out, “ten of the sixteen ‘crucial proficiencies in the 21st century’ identified by the World Economic Forum are non-technical”.

The days where the technically gifted can get away with operating as a lone wolf are long gone. Technology team members are now expected to have solid non-technical soft skills.

If you want to improve the effectiveness of our tech teams or to shine as a team member, here are eight soft skills that will give you an edge. And if you are looking to get into the sector, these skills could make a tangible difference to your employment prospects by making you stand out from the crowd.

According to an Australian Department of Employment 2016 report, a quarter of entry level employers report having difficulty filling vacancies because applicants lack employability skills.

Key soft skills for the IT / Tech sector

1. Collaboration

The day of the specialist expert has given way to an open sharing of ideas and (sometimes opposing) views. Agile and similar methodologies require new levels of teamwork and collaboration and this in turn requires new non-technical skills. Empathy (dealt with in more detail later), diplomacy, helpfulness, clarity and grace are soft skills that are sought after and recognised in technical teams – and never more than now in the decentralised work environment brought about by COVID-19.

"Teamwork is an essential quality as it leads to better relationships with colleagues, often resulting in greater collaboration and innovation," says Angie Keller, Vice President of recruiting at Randstad Engineering. "…the best ideas often result from group efforts.”

2. Problem solving & creativity

As technical challenges become more complex, the ability to find creative solutions to difficult problems is critical. Being able to clearly see and describe the problem is the first step in solving it. It is here that critical thinking and communication skills come into their own.

A natural curiosity helps team members identify issues and potential solutions before they occur. It also means that each member is constantly building their knowledge.

Then, having the mental flexibility and the ability to remain open to the ideas of others is essential to solving the core problem and also seeing other issues that might occur as a result. Ultimately, a team that can bring each of these skills to bear can develop solutions that give the business the competitive advantage that it is looking for.

3. Communication

One of the greatest challenges to bringing an idea or solution to reality is being able to express your idea, concern or alternative in a way that is constructive and clear. In tech environments where issues and alternative views are a natural part of the process, these skills are often the fuel that keeps effective items moving forward. Teams where these skills are absent are often prone to misunderstandings, false starts and unnecessary conflict. Ultimately, without good communication skills the best ideas (and their owners) never see their full potential.

4. EQ / Empathy

The ability to show empathy and to walk in the shoes of a fellow team member are critical to tech projects – especially those where the various roles of team members (business owner, scrum master, etc) are often naturally at odds with each other. Emotional intelligence is often thought to be inherent, but everyone can improve their levels of EQ.

Teams where these skills are held to be of high value often remove roadblocks more easily, and are able to resolve issues by being willing and able to see the other person’s perspective. Not only that, the benefits of increased EQ transcend the work environment. People who actively work on improving their EQ often report major improvements in their personal relationships with their partners and kids as well.

5. Storytelling

This skill goes hand-in-hand with communication skills – but takes the idea one step further. Projects are often driven by a specific need and each has a backstory. The ability to clearly express that backstory and tie it back to the project and its outcomes are vital in creating and maintaining stakeholder buy-in. Being able to bring that narrative down to a team level helps enlist emotional commitment and keeps the outcomes top of mind during times when the project’s reason for being can get lost in the detail.

6. Leadership

The ability to lead is often confused with the act of managing, but they are very different. A good leader can bring together a combination of the soft skills listed above and merge them into a personal style that is genuine and compelling. Leaders are not born – they are built. Even people with some natural ability have a responsibility to constantly improve their leadership skills and learn new ways to be a more effective leader.

7. Commitment to ongoing development

Tech professionals are no strangers to learning new skills. IT specialists place enormous importance on building their tech skills and staying ahead of current technologies. It is important that this same curiosity is extended to constantly sharpening their soft skills as well.

The good news is that all of these skills can be learned and are actually more enjoyable to learn than the technical training you and your team are all too familiar with.

Credit Control - Tip One (for getting paid)

Thu, 15 Oct 2020 07:33:35 GMT

We are here to help you get paid whilst maintaining excellent relationships with your customers.

Surprisingly, one of the biggest fears in business is asking to be paid. Many business owners and accounts receivable people have never been taught to ask for payment and the rules around maintaining positive relationships whilst reducing outstanding invoices.

In this short series of credit control videos, we will arm you with the skills to make sure your invoices get paid on time.

Customer Service Tip Three

Thu, 08 Oct 2020 07:17:07 GMT

We are here to help. Tips to stay cool, calm and collected in Customer Service

As Des’ree sang in her 1994 Hit song You Gotta Be. “You gotta be cool, you gotta be calm, you gotta stay together and love will save the day”.

This is a wonderful mantra when working in customer service, when you are cool, calm and collected you have power over yourself and power over your role. It's not always easy to keep your head when things are frantic with customers being demanding and the pressure to keep calls to a certain time limit and make, or answer X many calls an hour.

Having an assertive tone of voice, great eye contact and body language are important.

So, sit back, relax and take one minute to watch this training video to let us help you to be super cool with your customers.

Customer Service Tip Two

Mon, 05 Oct 2020 07:10:39 GMT

We are here to help. Tips to stay cool, calm and collected in Customer Service

Conflict is my friend, now that’s a bold statement, we know, but once conflict is embraced it can be managed and used to build stronger relationships with customers.

Conflict is only a problem if it spirals out of control, during this time of COVID-19 many of our clients have reported that their customer service teams are experiencing far more conflict with customers than they have previously, tension not addressed grows and something quite minor can turn into a serious conflict which could mean losing a customer.

So, sit back relax and take one minute to watch this training video to let us help you embrace conflict.

Customer Service Tip One

Thu, 24 Sep 2020 07:03:39 GMT

We are here to help. Tips to stay cool, calm and collected in Customer Service

Over the past few months we have had many conversations with our customers and clients about how they can continue to give their customers (internal and external) a great customer experience. COVID-19 has changed the world completely, who would have thought that most customer service teams would now be working remotely or in an office environment that is unrecognisable from this time last year.

As a professional customer service person it's part of our role to deal with that stress with humility, style and above all cut through the stress and get to the real issue then help the person to resolve their issue(s).

We will be posting short video tips each week. Enjoy, remember to centre and breathe.

COVID-19 Pushes Tech to Its Limits and Shows Shortfall in Soft Skills

Mon, 21 Sep 2020 06:10:11 GMT

COVID-19 has forced companies to decentralise their tech workforces. The result has been the fragmentation of normal team dynamics. The comfort and personal connection of team meetings has been replaced with technologies that rob us of the cues that make face-to-face collaboration feel natural.

At the same time, many businesses are using the COVID-19 restraints to scale up their technologies and build new digital capabilities.

The result of this is a double-whammy for tech teams – a significant increase in workload and a dramatic reduction in ease of collaboration.

Tech teams are expected to be as productive than they were pre-COVID but in circumstances that are far from easy. The comfort and productiveness of the person-to-person daily scrum and sprint planning and review meetings have been replaced by a daisy chain of technologies that remove personal connection, greatly reduce non-verbal signals and generally complicate previously simple gatherings.

What has emerged is a heightened dependency on a range of soft skills. Previously, soft skills were not considered critical in the minds of many technology decision-makers and recruiters. But now they are.

The reality is that soft skills have always been part of the skill set for great tech talent. While these skills aren’t always specified in the JD, this skillset often determines who becomes client-facing, who gets the team lead, who makes it into management roles – and who remains in purely technical roles.

Now, in this decentralised environment even primarily technical roles need to be able to employ soft skills.

Think of your last Zoom meeting (which may be happening as you read this), and ask yourself if the meeting would be more efficient if the participants were better at…

Putting their view clearly and concisely
Demonstrating empathy and respect to the view of others on the call
Presenting their solutions and the benefits clearly and without unnecessary detail
Managing their time (including turning up to the meeting on time)
Observing communications etiquette and not talking over each other (as well as muting when they are not speaking)
Coming up with creative solutions instead of staring forgetfully at the webcam

Decentralised workforces and remote work conditions bring these skills (and the absence of them) into stark perspective.

These qualities are signs of soft skills in action – and they can make a huge difference to the productivity of a tech team and career trajectory of its members. According to Chicago tech recruiters Instant Access; “technology pros who also have the ability to communicate effectively, negotiate conflict, work well in teams and are adaptable to the ever-changing needs of a dynamic market are much more valuable to their organisations, especially at the managerial and executive level”.

And tech staff with good soft skills are in high demand. LinkedIn’s The Top Skills Companies Need Most in 2020 study found that “Topping this year’s list are creativity, collaboration, persuasion, and emotional intelligence—all skills that demonstrate how we work with others and bring new ideas to the table.”

In a work environment increasingly separated by physical distance, soft skills are the glue that bring human teams together and help them collaborate effectively.

To Train or Not to Train - That is the Soft Skills Question.

Tue, 02 Jun 2020 06:02:42 GMT

The world has changed. And no matter how much some may wish it, or others may say it, we are never going back to doing business the way we were doing it in 2019.

After any major event things change - and they usually change dramatically. But if we really think about it, the 21st century landscape has been 20 years of continual change and adaptation.

The difference this time is that we are experiencing a quickening, a jump and leap forward. We are facing a significant opportunity.

This moment, right now, will determine your long-term success. When faced with a chasm there is a choice; stand on the edge frozen, or jump into the new reality. No matter which choice you make, the world will continue to evolve. Wishful thinking and a longing for the past are not going to be useful tools for this new landscape.

So, What Are Those Useful Tools?

Soft skills are, without doubt, the best tools to acquire.

The ability to communicate with other humans is paramount. This may seem paradoxical in our current isolation state, but this is what makes these soft skills vital. Let me explain – with some examples.

In 2019, when our teams were physically close within the working environment, being a manager required a totally whole different mindset, communication style and skill set.

But now, managers have had to move from managing to leading their teams – and many are discovering that leading is a very different set of skills. Then add in the complexity of having to lead remotely - something that most people in a management position have never done before or even contemplated – and the new landscape can feel suddenly very foreign.

Yet, we seem to expect ourselves and our staff to just be able to function to the same high standard as we all did in 2019, when we are working in a totally different environment.

It doesn’t matter how great or how long you managed a team before 2020, that new environment requires new skills and tools - and these skills are all based on interpersonal communications; also known as soft skills.

Here’s another example.

In March 2019, the Australian Small Business and Family Enterprise (ASBFEO) published a report reviewing payment times. It found that:

Cash flow remains a dominant stressor for small business owners, and impacts the revenue of nine out of ten SMEs.
According to a Scottish Pacific SME Growth Index report, 79% of small business owners are kept awake at night for this reason
Nearly all SMEs (92%) said they would have generated more revenue over the past 12 months if their cash flow situation was improved.
Late payment accounted for 43% of cash flow downturn.
Small businesses operating in competitive environments who have faced a revenue decline in the past 12 months (37%) greatly feel the effects of late payment on their ability to maintain operations. Just under half of businesses in this category indicated that cash flow had suffered due to late payments.

Let’s just think about that for a moment.

Many businesses were suffering prior to COVID-19. Before 2020, for the most part credit control was done by most companies in a haphazard way. Some companies thought that automating the process and sending out emails to collect invoices was going to work – but people pay people - not emails.

Now, in this new situation, the ability to collect outstanding invoices has never been more crucial. This will literally be a make or break situation for many businesses.

The credit controller/accounts-receivable person holds the fate of the entire company in their hands. Getting paid will be about making that connection with the late payer and selling the idea that it’s in their interest to pay your company – now; combined with the ability to negotiate payment terms, be assertive with customers and control the sales team so customers that are on stop, stay on stop until their invoices are paid.

At the very core of accounts receivable and credit control are soft skills, the ability to communicate with people in such a way that they pay outstanding invoices. In this new landscape, failure to master this art will be devastating.

If I said the word zoom in 2019 most people would say the word again and associate it with a well-known car company. Now in 2020, everyone instantly thinks online communication tool; a way to reach out to clients, co-workers and even family. In the space of 12 weeks, much of our communication went from in-person to a face on a screen. Some people gave great presentations in person and without help are struggling with this new way of presenting and selling.

Again, I ask the question - is it reasonable to expect yourself or your staff members to understand how to give excellent presentations without gaining the skills to be able to be persuasive in this new medium? Of course not. Again, it’s the soft skills that are needed to adjust the voice, eye contact and body language to make genuine connections between people.

To sum it up if your managers or you have not transitioned to be a leader with the right communication skills, the accounts receivable team have not updated their assertive communication skills and the sales team fail to win business in this new environment, will the company survive?

Investing in soft skills training might be the difference that saves your company or the company you work for. To train or not to train has one answer – train soft skills right NOW.

How Emotional Intelligence (EQ) Improves Performance

Wed, 16 Oct 2019 05:51:45 GMT

Emotional EQ has become the new black for business owners and start- ups. Emotional intelligence underpins the self-awareness that is evident in great leaders and involves the ability to accurately perceive emotions with high levels of empathy. This is an essential ingredient in understanding other people's emotions, as well as your own. People with high emotional EQ are aware of their faults and shortcomings and are always trying to develop new skills and greater self-awareness.

While some people have well developed emotional EQ, the good news is that these skills can be learned and nurtured.

The importance of emotional EQ in business

For many years, technical expertise was considered sufficient to own and manage a successful enterprise. However, having emotional EQ is now often considered as, or more important than technical knowledge. Managing a business requires constant interaction with staff and customers and being attuned to the emotional tone of a group or individual is a critical skill that guides managerial intuition and decision-making.

How building Emotional EQ can help build your business

The needs of business are changing as businesses realise the impact that empathy and collaboration can have on their ability to compete. The ability to truly empathise with the needs of your customers is a key part of emotional EQ.

Empathy fuels the customer experience

As progressive companies shift from a focus on production to a focus on the needs of your customers, having the skills required to understand the needs of your customers and cater to them gives your business a competitive edge.

Emotional EQ helps you make more thorough decisions

People with high EQ make more balanced and considered decisions. Leaders with well-developed emotional EQ take a more consultative approach to decision-making by taking the suggestions and advice of their teams into account.

People with high emotional EQ can more readily view things from another person's perspective, making it easier for them to resolve conflict and work through obstacles - whether it be in a business negotiation or an interaction with a disgruntled customer. They are easily able to manage their emotions, and behave more proactively as a result.

Emotional EQ helps you build more productive teams

High EQ leaders understand how to build strong teams and motivate individuals. They lead by example and model collaborative behaviour and teamwork. Building high emotional EQ makes new leaders good and good leaders exceptional by equipping leaders with the skills required to truly connect with their teams.

You work well with people

To be able to adapt to changing situations within the company. Companies today must be able to change rapidly to stay competitive, and employees must be able to be flexible and adaptable to make this happen. You should be able to take on more than your job role and value the opportunity to be constantly learning new skills.

You become an increasingly better leader

According to success.com, emotional intelligence is defined as being the sum of four parts- self awareness, social awareness, self management and relationship management. Once you receive sufficient soft skills training or learning in all four of these aspects, you achieve heightened awareness in your dealings with people, making you more competent when handling other people.

You Become Motivated About Your Work

Emotionally intelligent people understand what truly makes them happy, and work towards projects with give them creative satisfaction. Even though they may face obstacles, they have the ability to maintain focus on what is really important.

You Accept Criticism As A Positive Factor

Honest and well- timed criticism is an important factor in any business. However, your acceptance of criticism as a learning opportunity plays a large part in your personal and business growth. Emotionally intelligent people understand that feedback is an important aspect of business maturity. They look objectively at areas of potential development and adopt a positive approach towards bettering their company.

While some leaders have naturally higher levels of emotional EQ, these skills can be learnt, and all good leaders have to cultivate their skills regularly through life experiences and soft skills training.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive.

What Are the 6 Best Soft Skills For Job Candidates and Managers

Tue, 08 Oct 2019 03:47:10 GMT

Employers are now on the lookout for strong soft skills. As the requirements of the workplace change, those job applicants who can most readily display these soft skills are preferred to those who don't. Employers looking for great managers are increasingly attuned to the signs of managers who can use their people skills effectively to unify teams and increase positive productivity.

What Are Soft Skills?

Soft skills are those personal skills that help people connect and collaborate. The soft skills that are increasingly in demand by employers include the following:

1. Communication skills

How you converse with clients and team members makes all the difference. To be able to communicate with team members and actively listen is a very big part of communication skills. The ability to demonstrate genuine empathy, listen to others, clearly and calmly express your view and motivate others are qualities that set good employees and good leaders apart.

2. Problem-solving skills

This involves being able to think through tough situations in a level-headed manner – especially under pressure. Problem solving involves being able to understand the various aspects of a problem, think through it logically, and devise practical solutions. Good problem-solving leaders understand the risks in a situation and lead their teams calmly and empathetically to the best solution.

3. Time Management skills

Great time managers keep themselves and their teams responsible for being productive and accountable for their time. This means being able to make the most of each day and ensuring that critical things are prioritized and completed on time. Great time managers have the skills and self-awareness that prevents procrastination and ensures that they remain focused on critical outcomes.

4. Teamwork skills

This involves being able to manage teams and also function as a contributing member of a department or division. Managers and employees with solid teamwork skills bring people together, collaborate and communicate well, and work in partnership with colleagues to accomplish the company's goals.

5. Leadership skills

While the above skills make you a superb employee, leadership skills will help you perform better than expected and grow with the job. Companies want employees who can grow with the firm. Leadership skills are a combination of all the other skills mentioned here.

6. Flexibility and adaptability

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive!

Are Soft Skills the Answer to Getting Paid on Time?

Sat, 05 Oct 2019 03:37:52 GMT

Originally published on Industry Update

Polite people don’t talk about money. As Kristin Wong wrote in her New York Times article How to talk about money, “...many of us grow up learning that money is one of a few topics — like politics, sex and religion — that you should avoid in polite company.”

This social taboo adds an extra layer of complexity for accounts departments in small to medium enterprises when speaking to their creditors, and it is costing businesses dearly.

“ Late payments are taking their toll with nearly a third (31 per cent) of small business owners in Australia estimating their company currently has more than $20,000 in outstanding receivables, ” according to Kochie's Business Builders' Cec Busby .

Cashflow is critical, nothing moves without it. ASIC states that poor cashflow is cited as a factor in 40% of business failures. Which means the important topic of cash flow needs to move further up the company agenda.

So, how do we ask about something that isn’t socially acceptable to speak about? It's important that this interaction builds rather than strains relationships with customers.

Yet, most companies leave this critical task to someone in the accounts department who:

A) has never been properly trained to do the task,

B) avoids the task in favour of other accounts duties, and

C) would rather clean out the office fridge than call someone and talk about an overdue invoice.

Think about how credit control is conducted in your company. For most companies, credit control and accounts in general are not seen as part of the sales process or as customer engagement. They are often referred to as if they exist on a solitary island. We see credit control as a success-defining element of a customer-centric approach to customer service and sales.

As Industry Update Publisher Scott Filby wrote in his article Why are we waiting?, “Companies only grow by re-investing their profits, and they can’t do that until they get the money to which they are due.” Citing a survey by Xero of Australian businesses Scott wrote “Small to medium businesses are losing access to as much as $7 billion a year” thanks to Australia’s larger enterprises paying invoices late.

Investment in people is as important if not more so than investment in the new shiny toys of automation and AI - and credit control is all about people. It is the human touch and the relationships built from the very first interaction with a customer that will determine that state of your cashflow. If you are only thinking about this when an invoice is 31 days overdue - it’s too late.

Is it your own processes and mentality that are teaching your customers to pay late?

Equipping your staff with some essential soft skills and techniques can make a huge difference. Here are a few tips to help you:

Introduce your credit controller to your customer directly after a deal is signed.
Make credit control a legitimate and acceptable business activity rather than a hidden task.
Make sure the responsibility for account management is clear – and what is expected from all parties.
Give the accounts team authority to deal with the sales team. Too often sales override accounts leading to extended credit lines, which can be fatal if credit is over extended. (Remember, a sale is not a sale until the money is in the bank.)
Equip those responsible (this might even be you) with the skills required to do it right. This can include attitude and voice skills, negotiation skills to work through difficult situations, the ability to work with sales team, and simple techniques to approach the situation with confidence.
Incentivise team members who are a part of successful collections.
Stay on top of outstanding invoices and view the customers that pay late as an opportunity to re-evaluate your customer relationships.

In short, it’s about taking responsibility for all aspects of the business and the business relationships you and your company have.

At the end of the day, customers will respect you and want to do further business with you if you are clear about expectations from the beginning.

What separates a professional from an amateur? The professional gets paid.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive!

9 Vital Statistics That Demonstrate the Business Value of Training

Tue, 01 Oct 2019 03:24:02 GMT

Most employers intuitively know the value of training. However, finding tangible numbers to support the case for increased training can be tough. So, here are nine statistics that highlight the benefits of training and demonstrate the difference that training can make to your business’s bottom line.

1. Employee retention - According to CEOWorld, “In 2018, U.S. Bureau of Labor Statistics reported that the average tenure at any one company for employees between the ages of 25-34 was 2.8 years”. The mobility of younger employees is a significant expense to employers, but there is a solution. According to Avado research, nearly two thirds (63%) of UK employees say they would switch employers to secure more regular training opportunities. This is a telling message about the value of training for all companies – whether you want to retain the invested value of your current employees or lure the best talent away from a competitor.

2. Matching employee learning expectations - According to LinkedIn’s 2018 Workplace Learning report, the workplace is the preferred location for learning – 68% of employees surveyed reported that they preferred to learn at work.

3. Greater employee engagement – Gallup state that “worldwide, only 13% of employees working for an organization are engaged” – and engagement has a direct impact on productivity. The same report says that “engagement (is) the result of concrete performance management activities, such as…providing development or promoting positive co-worker relationships”.

4. Increased productivity - According to ATD, employees who are well trained bring in an average of 218 percent more income than employees who work for organizations with less aggressive and comprehensive training approaches.

5. High potential ROI - a study by ESI International reviewed the study and productivity outcomes of more than 30,000 corporate students. It found that the percentage of net value in monetary terms (benefit less cost) attributable to training was 191%. The same study found that the companies and government agencies investing in these training activities received $2.91 for every $1.00 they invested in training.

6. Increased profit margins - A study by American Society for Training & Development (ASTD) covering more than 575 listed companies found that firms that invested an average of $1,595 per employee in training experienced 24 percent higher gross profit margins that those who invested less in training.

7. Your competitors are investing - According to Training Magazine’s 2017 report, 37% of US companies in their 2018 Industry report increased their training budget in 2018. 39% of companies in the Manufacturing and Distributor sectors reported doing the same.

8. Develop customer-focused skillsets - According to LinkedIn’s 2018 Workplace Learning report, “Talent developers say that training for soft skills is their key focus for 2018…and industry experts and organizational partners agree that this should be the top focus for talent development in 2018”.

9. Build key skills you can’t recruit - According to the Wall Street Journal, 89% of executives say it is difficult to find people with soft skills.

Customer service, collaboration and innovation skills are an ongoing asset to your business; but they can be difficult and expensive to hire in. Conversely, investing in your existing teams and developing the skills you need for the future can have a profound impact on the morale, retention and productivity of your business.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive!

Why Listening is the Ultimate Soft Skill – and How to Be a Better Leader

Mon, 30 Sep 2019 03:06:43 GMT

While we might not want to admit it, most of us suffer from an inability to listen effectively. Most of us think we are far better listeners than we actually are.

That’s right – you heard correctly - the reality is that most of us are poor listeners.

What we retain is often vastly different to what we think we do. According to a seminal article on listening published in Harvard Business Review , we often lose around 50% of what we hear almost immediately. Within the next 4-8 weeks we will lose about 25% more of what is said.

According to this study, after 8 weeks, most of us will only retain around 25% of what we have heard.

Some people associate the ability to listen with intelligence, but this not necessarily the case. According to HBR, “a poor listener is not necessarily an unintelligent person. To be good listeners we must apply certain skills that are acquired through either experience or training. If a person has not acquired these listening skills, his ability to understand and retain what he hears will be low. This can happen to people with both high and low levels of intelligence.” The study suggests that poor listening is more likely the result of a disconnection between the rate at which we think and the rate at which we (or those we are listening to) speak.

The study’s authors, Nichols and Stephens suggest that the slow speed at which we generally speak provides ample spare time for the brain to go off and do other things in between the spoken words. The catch being that sooner or later the mind is elsewhere when that all-important information is imparted. And once it’s gone, it’s hard to catch up. The omission of this vital information makes it difficult to tune back in. This then leads the brain to de-prioritise the conversation – or fill in the missing blanks with what it thinks the answer might be in an attempt to catch up. These are the assumptions or mental leaps that often create dissonance between the speaker and the listener.

What are the common barriers to effective listening?

Listen.org reports that the top three reported listening barriers for business practitioners were identified as Environmental distractions such as phones ringing and other people talking,
Personal and internal distractions, such as hunger, headache, or preoccupation with something else, and,
Rebuttal tendency (Watson & Smeltzer, 1984). This rebuttal tendency manifests in varying degrees from formulating a response to developing a full counter argument while the speaker is still speaking.

And yet, being an effective listener is a vital skill to career success. According to Smeltzer, “both business practitioners and academics listed listening as one of the most important skills for an effective professional” – and it can have a major impact on one’s effectiveness as a leader. In a study of managers and employees of a large hospital system, Wright University found that a manager’s ability to listen accounted for 40% of the variance in leadership skill.

So what makes a good listener?

The Nichols and Stephens same study found that good listeners tend to be able to minimise the amount of mental wandering. These listeners are able “to direct a maximum amount of thought to the message being received, leaving a minimum amount of time for mental excursions on sidetracks leading away from the talker’s thought.”

Similarly, great listeners “listen between the lines” in search of meaning that is not necessarily put into spoken words. She pays attention to nonverbal communication (facial expressions, gestures, tone of voice) to see if it adds meaning to the spoken words.

Wright University found that highly skilled communicators match their responses to the situation. “In discussions with the people you manage, it helps to differentiate the coaching situations from the counselling situations. Coaching is providing advice and information or setting standards to help your employees to improve their skills and their performance. Counselling is helping subordinates recognize and address problems involving their emotions, attitudes, motivation, or personalities. The most common mismatch of response types to situations is the tendency to give advice or deflect in a situation where counselling is appropriate. When you are counselling, "reflecting" and "probing" are usually more appropriate responses than "advising" or "deflecting."

Yet, according to Nichols and Stephens, “little emphasis is placed on speaking, and almost no attention has been given to the skill of listening”. HBR maintain that this has a lot to do with our inability to acknowledge our own shortcomings. As HBR note, while most people agree that listening effectively is a very important skill, most people don't feel a strong need to improve their own skill level.

This is a huge career opportunity for potential leaders who are open enough to admit they could be better, and ambitious enough to step up and become exceptional listeners. Good listening is a vital ingredient of being an outstanding leader.

And the good news is that listening is a skill that can be learnt and developed over time. We need more great leaders – and to get that, we need more great listeners. Its worth making sure you are one of them.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive.

Entrepreneurs Need Soft Skills to Grow With Their Enterprises

Tue, 24 Sep 2019 02:58:50 GMT

Entrepreneurs and innovation are widely regarded as the engine rooms of economic growth. Australian federal and state governments are devoting significant funds and resources toward the creation of a thriving entrepreneurial ecosystem. Part of this includes support for skill development – but are we overlooking a vital skillset?

When people think about entrepreneurial skills, the skills that spring to mind are around product development and pitching. Read the bio of any tech start-up founder and these skills are the ones that get the most visibility. More often than not they also receive the most government training support.

But far less attention or funding is given to equipping entrepreneurs with more subtle (but no less effective) human skills. But it turns out that soft skills are as critical in start-ups as they are in the land of big corporates.

A case in point is arguably the world’s largest start-up - Google. In 2008, Google initiated Project Oxygen to find out what makes a manager great at Google. Given Google’s original policy of hiring on the basis of technical proficiency, the results were surprising.

Google's Project Oxygen found eight skills that defined great managers at Google. Then, in 2018, Rework with Google revisited those eight skills- and added two more. A great manager at Google looks like this…

Is a good coach
Empowers team and does not micromanage
Creates an inclusive team environment, showing concern for success and well-being
Is productive and results-oriented
Is a good communicator — listens and shares information
Supports career development and discusses performance
Has a clear vision/strategy for the team
Has key technical skills to help advise the team
Collaborates across Google
Is a strong decision maker

Sound familiar? While there is no question of the technical prowess of Googlers, it is the soft skills that stand out from this list - empathy, leadership, communication & listening skills, inclusiveness and strategic thinking. These are the hallmarks of mature leadership.

As start-ups move from product creation to business establishment and growth, there is evidence to say that that the expectations placed upon entrepreneurs shift as well.

According to the American Journal of Management, “the nature of work and likewise the skill set to attract, hold, and assure success of entrepreneurial undertakings has changed…in order to gain a competitive advantage, entrepreneurial and small business initiatives must implement continual and ongoing growth of interpersonal skills commonly referred to as soft management skills”.

The article goes on to say that “despite the growing body of evidence pointing to the value of soft skills, businesses and governmental programs continue to under invest in soft skills training and emotional intelligence.”

The early narratives of many successful enterprises are laced with stories of initial leaders who were displaced (think Steve Jobs and Jack Dorsey) as the needs of the business required a different skillset.

There is a lot in the balance. Up to 80% of start-ups fails spectacularly. The American Journal of Management maintains that “the underlying cause of failure is rarely technical or ideas related. Rather, most failure is “attributed to a breakdown in communication between executives and talent, team and project managers. (Hess, 2012) Gerber (2001) found entrepreneurs run into problems with the management of the business, because they concentrate their attention on their specialized field of expertise, neglecting managerial skills development”.

It makes sense to equip entrepreneurs with these skills from the outset; especially given the massive changes being driven through the workforce by artificial intelligence and automation. As more and more routine tasks fall to our automated co-workers, human workers will continue to be valued for the things that humans do well.

The Foundation for Young Australians The New Work Smarts report suggests says that…

“In particular, by 2030 it is predicted that we will, on average, spend double the time at work solving problems, spend 41 per cent more time on critical thinking and judgement…utilise verbal communication and interpersonal skills for 7 hours a week each (up 17 per cent); and develop an entrepreneurial mindset”

So what needs to change?

We need to prepare our entrepreneurial leaders with the skills they need to guide their enterprises as they shift beyond start up into mature businesses. Young entrepreneurs, as tomorrow’s leaders need the soft skills to truly lead and develop their staff, share their vision and build the human capital within their business.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive!

10 Great Tips for Dealing With Workplace Conflict

Thu, 05 Sep 2019 02:31:31 GMT

Dealing with workplace conflict is inevitable. A mentor once said to me: not everyone likes me and I’m not going to like everyone. I was in my early twenties at the time, and it stuck with me for several years. Workplaces are often a mixed bag of different personalities, backgrounds and experiences. The number of generations in your workplace can also play a part. So, it’s kind of a given that there will be a clash of perspectives and conflict in our work environment from time-to-time.

So, how do we prepare ourselves to deal professionally with workplace conflict? Here are ten quick tips:

1. Count to 10

Confrontation can be frustrating and especially when you are at work it can be hard to keep your cool in the face of a disagreement.

The worst thing you can do at a point of conflict with a colleague is lose your temper. The only outcome will be damage to your reputation, and potentially presenting yourself as being immature, weak or irrational.

Take a minute to breathe and think about how you are going to react before taking action.

2. Address the problem before things escalate

Confrontation can be frustrating and especially when you are at work it can be hard to keep your cool in the face of a disagreement.

Take a minute to breathe and think about how you are going to react before taking action.

3. Stay positive in the face of conflict at work

Being spoken over by the same person again and again? A teammate in the next cubicle is consistently taking credit for your ideas? Try to keep an open mind and avoid reacting to the person in question.

Rather than expressing your annoyance with passive-aggressive body language or by ignoring them, try flagging the behaviour to them directly. Treat the other person with respect and don’t assume they won't be willing to work things out.

4. Acknowledge the person’s reaction

We are all familiar with the sentiment of the saying: keep calm and carry on. Rather than simply telling someone off for behaving negatively or continually doing something that annoys you, try to acknowledge what the person is doing by simply letting them know that there might be room for an adjustment in their actions, the next time you are both calm and interacting casually. Be sure to approach the discussion in a constructive, generous manner and with a warm and friendly demeanour.

5. Practice active listening

Mulling over a promotion you had your heart set on is the best thing for nurturing a negative attitude in the workplace. Instead of feeling negative about missing out on the opportunity this time, approach your boss. Actually hear them out.

Try not to fire off all the concerns that you might have going through your head, instead try your best to listen actively and consider anything you could do to increase your chances of getting the next promotion.

6. Consider your own role in the conflict and acknowledge it

So, you’ve been caught out airing your grievances about your work mate? We are all guilty of feeling the need to vent about others!

Don’t be surprised if participating in gossip comes back to haunt you, but don’t shy away from admitting your involvement in the matter either. Try to forgive and forget who ever may have dobbed you in and take ownership of your involvement.

7. Seek mediation

Dealing with workplace conflict that is becoming a serious or ongoing disagreement can be hard. Know when put the matter in someone else’s hands will be your greatest asset to avoid sticky situations at work.

Most workplaces have formal procedures for filing complaints. Those things are there for a reason. Sometimes asking for help can be much more responsible alternative to trying to resolve a situation yourself.

8. Let everyone speak

Confrontation can be frustrating and especially when you are at work it can be hard to keep your cool in the face of a disagreement.

Take a minute to breathe and think about how you are going to react before taking action.

9. Pick your battles

You will always come off as the better person if you don’t sweat the small stuff. Make a point of only intervening when you know it is within in your power to make a change.

This is especially true for your interactions with co-workers that you may already not feel so comfortable around, who aren’t your social match or have been the culprit behind something that’s irked you in the past.

10. Use professional language

Many workplace conflicts begin because of the accidental slip-ups in professionalism and the use of attacking or inappropriate language. For example, a co-worker might say something like “that isn’t the first time you have done this” or “are you struggling to keep up with the work”.

Statements like those that implicate the person directly aren’t likely to foster a positive workplace relationship. Judgemental language immediately sets people up for defence. Try to avoid pointing the finger and offer help without accusation if you think something is wrong instead.

Need some new skills for managing conflict? Book a FREE personal one-on-one soft skills assessment session , and find out how soft skills could benefit you or your workplace.

6 essential soft skills for your next job interview or performance review.

Star Wars vs Avengers - the disconnect between Millennials and Baby Boomers

Tue, 03 Sep 2019 23:22:29 GMT

(Originally published in The Australian Industry Group (Ai Group®) Standards Communique - August 2019)

Let’s face it, the employee generation gap in many manufacturing companies is now a gaping chasm. Most of the current leaders and managers are baby boomers or gen X’ers who left school or graduated from university when the latest tech was a Walkman and they were lining up to see the first Star Wars movie in bell bottom jeans and a mustard sweater.

Fast forward 42 years to 2019 and fresh university grads with brand new degrees have permanent grooves in their fingers and worn-down thumbs from persistent smartphone usage. They stream the latest Avengers movies on Stan, bleary eyed at 2am on their everything device, whilst scrolling Instagram and ignoring Facebook.

The expectation in 1977 was to get a job and keep it. Work your way up, be loyal and get a gold watch on retirement. Now, the average tenure in a job is less than four years, with only 28% of millennials expecting to stay with their current organisation beyond 5 years (Deloitte Millennial Survey 2018).

Employee expectations have evolved just as much technology in the last four decades. Manufacturing leaders are no doubt trying to stay ahead - investing in the latest greatest systems, lean processes and robotic technology. However, they are often missing the key ingredient that drives innovation - engaged people.

Read the complete article on the Ai Group website

Need some new skills to stand out from the crowd? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace;

6 essential soft skills for your next job interview or performance review .

Soft skills that get you noticed at work

Tue, 14 May 2019 01:01:50 GMT

Standing out at work for the right reasons can be challenging – especially for those of us who are not naturally gregarious. Getting noticed at work is all about drawing attention to your skills and achievements and painting a picture of yourself that suggests reliability and untapped potential for your employer.

There are significant benefits to getting noticed at work at all stages of your career. But for many people, the simple act of stepping into the spotlight is a terrifying prospect. Consider the statistics related to presenting . Forbes magazine ( https://www.forbes.com/sites/nickmorgan/2011/03/30/why-we-fear-public-speaking-and-how-to-overcome-it/#2e9dc5ea460b ) estimates that 10% of the population are more afraid of public speaking than they are of dying. Other sources say that presentation anxiety affects up to 75% percent of the adult population. Either way, drawing attention to ourselves is, for most of us, not a natural drive.

In Australia, some of this is cultural. Unlike some other cultures, we are often encouraged to be self-effacing. Tall Poppy syndrome, a distinctly anglophile phenomenon, is still alive and well, and we are raised to avoid the suggestion of being a “show pony”.

As a result, many very capable people step away from opportunities that could change the course of their careers. Don’t let yourself be one of them.

Developing your soft skills can help you build the confidence you need to promote your strengths and present yourself in the right light. Here are some soft skills that will help you put your best foot forward.

1. Presentation skills

Few people are natural presenters. Most people learn. Presentation skills training can give you a process and develop your natural style so you can still be you - and successfully deliver well-structured presentations with your own unique twist

2. Emotional Intelligence (EI)

This is a sought after-skill for managers, sales people and even professionals. Being able to display high EI tells your employer that you have the skillset required for greater things. EI is frequently listed as a requisite soft skill when employers recruit for managers and senior staff.

3. Communication Skills

Many talented people are unable to communicate their value . The frustration of this situation is second only to the discouragement of watching others promoted to your ideal role. Having the skills to understand and articulate the explain your strengths and value to your employer – or new employer – is a powerful way to get noticed.

4. Strategic Thinking

It’s often said that hope is not a strategy . The ability to think conceptually and map a future path is an asset that businesses look for in their leadership . Being able to form a vision and communicate it clearly (see point 3) can draw attention to the skills that set you apart.

5. Leadership and Management

The ability to manage is one thing - the ability to truly lead is another again. Employers look for staff with the talent and skills to do both. Developing your leadership soft skills can mean the difference between being one of the crowd and being seen in an entirely new light.

Building a few critical soft skills can make a huge difference to the way that you are perceived to your current employers – and potential new employers on the lookout for gifted new talent.

Need some new skills to stand out from the crowd? Book a FREE personal one-on-one soft skills assessment session , and find out how soft skills could benefit you or your workplace.

6 essential soft skills for your next job interview or performance review.

Why we need to teach soft skills in every Australian school

Thu, 02 May 2019 00:54:49 GMT

The world is changing more quickly than any of us can imagine. The rapid emergence of machine learning and AI are changing t he way we work and lead - and the jobs we do. For those of us with children, it can be hard what will prepare future generations with the skills they need for an uncertain world – but teaching soft skills in Australian schools plays a critical role.

In a fast changing world, it seems increasingly necessary to equip our children with the soft skills required to help them adapt, to imagine and to create. Adecco Group’s Soft Skills Imperative report states that “soft skills are becoming a business imperative because legacy skills are losing relevance as the nature of work is disrupted”.

So why are these skills so important?

The working landscape is nothing like it was when we were kids. According to the World Economic Forum “65% of children entering primary school today will ultimately end up working in completely new job types that don’t yet exist”.

And unlike former generations that enjoyed relative stability of employment within a given sector (and sometimes with a single employer), the Foundation for Young Australians suggests that our children would on average make at least 17 changes in employers, across five different careers over their lifetime.

Ambiguity brings possibilities

While the ambiguity of this new and emerging future can be unsettling, the ability to have multiple careers within a working life offers exciting potential for greater professional growth and satisfaction.

But our kids need to be equipped with new and different kinds of skills to take advantage of this new, fast-moving employment landscape. These are the soft skills that teach us how to collaborate , create and innovate. They make our children stand out to potential employers of the future.

Technology will set us free

Some experts paint technology as an adversary. However, we believe that the future is far brighter. We live in a world where technology is making things possible that could only be imagined a decade ago. To take advantage of this, our children need to be able to come together, communicate clearly and efficiently, and create the future we need.

The NBN Future of Work report suggests that “the future job market places high demand on jobs with a mixture of high tech, touch, and care activities”. It goes on to say that “The high demand jobs of the future are all about occupations that ‘connect’” – jobs that “jobs share a high level of personal interaction: creatives, doers and technocrats, care givers and high skilled specialist professions”.

Humans crave connection

This ability to connect requires a mix of soft skills which include communication skills, the development of high emotional intelligence and empathy, the ability to manage stress and difficult situations, and the capacity to think and act strategically.

Soft skills are already becoming highly sought-after. According to Adecco, “soft skills have value in themselves and are a good barometer of job candidates’ facility for adapting to change and contributing to the organizational agility that is essential to success in today’s market.”

This will only increase as we recognise the essential role that soft skills play as the connective tissue between our hard skill “muscles”.

Like digital literacy, soft skill literacy will become a regular requirement for job applicants of the future. We need to build those human soft skills into the curriculum of our schools now to ensure that we equip and develop the good humans and hyper-adaptive workers of the future.

Need some new skills for managing conflict? Book a FREE personal one-on-one soft skills assessment session , and find out how soft skills could benefit you or your workplace.

6 essential soft skills for your next job interview or performance review.

Why soft skills are essential for university graduate success

Thu, 25 Apr 2019 00:38:58 GMT

Most university graduates enter the job market full of energy and enthusiasm; only to find that the employment market, and the expectations of employers are very different to what they expected. Soft skills, often overlooked in the undergrad curriculum, are emerging as the must-have skills for graduate success. How do you stack up?

New graduates discover that in many cases, a degree is no longer the guarantee of employability that it once was, and that discipline-related credentials and skills alone are no longer enough.

In November 2017, the ABC reported that “only 71% of graduates secure a job straight out of uni, and 15% are still unemployed four years after graduating”.

As Innes Willox, chief executive of Australian Industry Group (Ai Group) recently told the Sydney Morning Herald, “Employers care more about whether a graduate can knuckle down at work, fit with a culture, than which university a student attended or what marks they achieved”.

Ask employers about the skills they need, and you’ll often hear about a marked absence of well-developed soft skills.

Sometimes called real skills or human skills, soft skills are a blend of skills that include creativity, collaboration and emotional intelligence. They are the human skills that help us to work and create together. While soft skills might sound relatively common, employers see their absence is a real issue.

The catch is that many graduates aren’t well equipped with these skills. According to Hay Group, “80 per cent of business leaders and HR directors struggle to find graduates with the soft skills they need” – a viewpoint supported by Willox; “graduates' self-management skills, initiative and problem-solving skills and teamwork skills top the list of employer concerns”.

It’s a global problem. In the UK, the findings of a parliamentary report about the absence of soft skills in the workforce prompted the Backing Soft Skills movement to lift awareness of the economic value of soft skills. This report found that “97% of UK employers believe soft skills are important to their current business success, and over 50% say skills like communication and teamwork are more important than traditional academic results”. The same report also stated that “by 2020, more than 535,000 UK workers will be significantly held back by a lack of soft skills – an issue forecast to affect all sectors.”

And the pressure is on closer to home. Deloitte Access Economics forecasts that soft skill-intensive occupations will account for two-thirds of all jobs by 2030.

But it’s not the graduate’s fault.

In prior years, graduates had time to develop their soft skills in the workplace. Many professions also had entry levels that allowed graduates to use their hard skills while learning the social and cultural ropes. Those days are gone.

The progressive automation of many of those entry-level tasks along with the need for businesses of all sizes to be agile means that staff will need to arrive equipped with the skills necessary to adapt quickly. For graduates, this means entering the workplace equipped with the skills necessary to adapt, connect and collaborate.

No one has time

Universities and TAFES, under increasing pressure to compress more and more content into the curriculum, must remain focused on hard skills. Employers, under pressure to adapt quickly, do not have time to provide informal, on-the-job soft skills training.

The result is that graduates get caught in the middle.

So how do graduates develop their soft skills

The first step is for the employers to realise that the role of developing soft skills has tangible commercial benefits , and there is an upside for those businesses or individuals who choose to undertake soft skills training.

According to a 2017 Forbes Magazine article, “soft skills training, like communication and problem-solving , boosts productivity and retention 12 percent and delivers a 250 percent return on investment”.

The second is to acknowledge that graduates, eager to put their new qualifications into action (and to pay off their HECS debts) don’t have the time or resources at the end of a degree to go back to uni or engage in long-term study to develop their soft skills.

For this reason, we favour short, practical courses (1 and 2 days) that use real world examples instead of theory so that our participants can get back to work quickly and put what they learn into immediate action.

Need some new skills for developing killer soft skills? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

Soft skills – the secret weapons for getting promoted at work

Thu, 18 Apr 2019 00:17:21 GMT

Most people approach the opportunity to apply for that work promotion with a mix of enthusiasm and fear. It’s hardly surprising when you consider the process that’s taking place below the surface. But great soft skills can greatly increase your chances of getting promoted at work.

Let’s be frank - applying for a promotion requires some level of courage. By applying you are signalling your ambition and sending a series of clear messages about –

your track record with your employer,
your desire for advancement and
your ability to fulfil the new role.

You are often stepping out of the safety of a role in which you may be quite successful and asking your employer to consider you in a new and more senior light.

While the prospect of new challenges can be exciting, the stress associated with the process of trying to get promoted at work can prompt you to unconsciously focus on selling your hard skills - at the expense of your soft skills.

It’s often about far more than just being able to do the job.

Sure, you need to be able to do the job – but there is a good chance that most of the applicants have the hard skills to do this.

What can make the difference is cultural fit - and employers (even if they know you already) will be looking for the non-task skills you bring to the table that say that you are ready to take the next step.

People often forget that increasing seniority brings with it an increased need to draw people and resources together to get things done. It becomes less about direct task aptitude and more and more about those alchemic skills referred to as human or soft skills.

The ability to empathise and coach, to collaborate, t o lead (rather than simply manage), and the capacity to be creative and innovative – especially under pressure – are skills that separate candidates for a promotion where their task-based track record is relatively equal.

According to CareerBuilder , “77% of employers think personality skills are just as important as hard skills – and 16% find them more important”.

It can give you a clear advantage to remember that in the heat of an interview, most people fall back to talking about task-driven skills because it’s safe. Make sure that’s not you .

Stand out in the crowd by talking about both. As part of answering questions about aptitude, be sure to include examples that show how you collaborate with team members, how you have mentored or helped another staff member and how you have handled a difficult situation with empathy and honesty.

These things matter – and a senior team member who can resolve conflict and issues with empathy and respect demonstrates that they can take the load off their new boss. This ability and the benefit it provides may register consciously or intuitively with your boss. The point is that is registers.

Good soft skills are not as obvious or as common as you think.

Manpower Group survey maintains that “employers say problem solving, communication, organisation and collaboration are also the hardest skills to find in candidates”.

Despite this, people with good soft skills often underestimate their influence. In your next interview, fight the urge to talk exclusively about your hard skills. Stop. Listen. Connect with your interviewer and tell them about your soft skills as well. It may well make the difference between yourself and a competitor for the role.

Need to build your chances of promotion? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

The Four Top Soft Skills That Employers Need Right Now

Thu, 11 Apr 2019 09:23:59 GMT

As businesses become more agile and task-based skills become increasingly automated, employers are now seeking candidates with strong soft skills. How do you shape up?

A report by Wonderlic found that “93 percent of employers said that soft skills are either an “essential” or “very important” factor in hiring decisions”. And demand is set to grow. According to Deloitte Access Economics, “2 out of 3 jobs will be soft skills intensive by 2030”.

So, what are soft skills? Soft skills, sometimes called human or real skills, are a blend of skills that include creativity, collaboration and emotional intelligence.

Soft skills are the human skills that help us to work and create together. They are the skills that help us interact successfully – either in a collaborative environment such as a project team or workplace, or in highly charged emotional situations such as job interviews, debt recovery discussions, managing difficult conversations or asking for a promotion.

A candidate’s ability to display these skills and provide tangible examples in a job interview can be a telling indication of their capacity to collaborate and function creatively and efficiently in their new workplace. It pays to remember that employers watch for this throughout the interview.

Five soft skills that feature highly and repeatedly in surveys of employers and HR directors are as follows:

Creativity

Your ability to show imagination, to find innovative solutions to problems and to see things in different ways
Emotional intelligence
The ability to sense and behave with empathy, to understand the position of others and to connect in an open and honest manner

Collaboration

Your capacity to engage with and perform within a team, to share and develop ideas and plans and to deliver on your obligations within the team and assign roles and duties to others

Communication

Demonstrate your ability to communicate easily, listen well and clearly and maintain eye-contact. Give examples of situations where you communicated well – especially person-to-person – and resolved a problem or presented an idea successfully.

Persuasion / negotiation

Show your ability to persuade and influence others and give examples of ways in which your skills resulted in a change of viewpoint or a situation where you negotiated a strong and equitable deal for both parties.

And demand for these skills isn’t confined to a specific industry or profession. In the US, “44% of executives say lack of soft skills is the biggest gap in the U.S. workforce”. A new emphasis on service now means that soft skills are required in IT, accountancy, law and the medical professions.

The good news is that soft skills work well for employers and candidates. According to DDI Research, “organizations demonstrated an average return on investment of $4,000 for every $1,100 spent developing soft skills”. As a candidate, soft skills can be a fast-track to management.

A recent iCIMS survey found that “94% of recruiting professionals believe an employee with stronger soft skills has a better chance of being promoted to a leadership position”.

The power and commercial value of soft skills are finally being recognised by employers. Make sure you present your soft skills proudly in interviews – they might well make all the difference.

Want to take advantage of the resurgent popularity of soft skills? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

How Great Soft Skills Can Improve Your Cash Flow Today

Thu, 04 Apr 2019 09:13:59 GMT

Maintaining cash flow and collecting debt are constant challenges for almost every small and medium-sized business. According to The Invoice Market, Australian SMEs are collectively carrying a staggering $76 billion in outstanding invoices at any one time. Average this out and every Australian business is owed around $38,000 by their debtors. Soft skills can provide some surprising ways to drastically improve our cash flow.

The burning question is how do you honour your own supplier and staff obligations when your creditors aren’t paying you? It’s tough - one way is to take on the risk yourself. If this sounds familiar, you’re not alone.

According to Business Insider, a recent CBA survey shows that 32% (of small business owners) dipped into their own accounts while 44% use credit cards “as their primary tool to manage cash flow, working capital and business investment”.

Often business owners take on this extra debt while significant owed funds sit just beyond their reach. Chances are, if you are reading this – you could be one of them.

Effective debt collection can make a huge difference – not only to your cash flow but also to your relationship to your business. No one starts a business to be a slave to it – but having a constantly cash-needy business can place unnecessary pressure on an owner’s finances and family relationships.

So how do you manage your cash flow more effectively and bring in more of your outstanding funds? The answer is more obvious than you might think.

The hidden human barrier to recovering debt

A reluctance to ask for money is a major factor. It’s not surprising – asking for money can be confronting for anyone - especially if you don’t have conflict management experience or credit control training to fall back on. These conversations draw values and insecurities to the surface; personal responses that are connected to your staff member’s personal worth and acceptance.

As a result, those charged with the task of debt recovery often approach the discussion with their defences up. The ensuing conversation ends up awkward, blunt and frequently ineffective. More importantly, the experience makes your staff members increasingly determined to find any reason to avoid repeating that uncomfortable experience.

So, the task-shifting games begins. Responsibility is often shuffled back and forth between sales and accounts payable with no-one wanting to make the call. The reasons provided can seem so articulate and well-rehearsed that business owners are often unaware that this dynamic of fear even exists. But it is probably going on around you right now.

This game can go on until in desperation you call in a debt collection agency. At this point you are placing the very client relationship you have been trying to protect into the hands of a third party. It doesn’t have to be this way.

Keeping the relationship within the business

Equipping your staff with some essential soft skills and techniques can make a huge difference. Here are a few tips that we have seen deliver some astounding results:

Make debt collection a legitimate acceptable business activity rather than a hidden task
Make sure the responsibility for collection is clear – and what is expected of both AP and sales
Equip those responsible (this might even be you) with the skills required to do it right. This can include attitude and voice skills, negotiation skills to work through difficult situations, the ability to work with sales team, and simple techniques to approach the situation with confidence
Incentivise successful collection. This might be a shared incentive between AP and the relevant sales person
Be constantly aware of the task-shifting game and understand what it is really saying about the confidence levels of your staff

Cash flow is the lifeblood of every business. ASIC states that poor cash flow is cited as a factor in 40% of business failures. Putting good debt recovery processes in place is critical to good cash flow management and that can be as simple as giving staff the skills and confidence they need to be comfortable and successful.

Need some help empowering your staff to help you manage credit control? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

The top 5 in-demand skills of the future

Fri, 29 Mar 2019 09:05:02 GMT

Coffee-fuelled cars, firefighting drones, wifi from space. I’m not describing a Scene from Star Wars here - these are some possible realities of our future - and the future is just around the corner. So what skills will be in demand in this new future?

The World Economics Forum says that we are on the brink of the fourth industrial revolution, and you don’t need to be working for NASA to know that it is going to be a big one.

The next few decades are going to bring technological and biological advancements like we’ve never seen before. Meaning that industry 4.0 will be mind boggling for us all to say the least.

So as we prepare use our brain waves as computer passwords, we should probably also be wondering — what are some skills of today, that are likely to become sought-after skills of the future?

Here are five skills we think will be in high demand:

1. Flexible thinking

Being able to think on your toes will get you a long way in a future full of curveballs. Imagine your brain following a gymnast going through a floor routine at the Olympics; swinging on bars, jumping through rings, balancing on a bean. The better you can adapt to a change of equipment, the easier you’ll be able to swing, jump and balance between different ways of thinking.

Tips for flexing your neurons? Always be on the lookout for new things to learn, take a short course in customer service or take up a hobby like painting.

2. Negotiation

When your boss is a robot with his emails on auto pilot, social skills will be more important to have than ever.

Robots are great for a lot of things. Especially getting you through the supermarket queue after work at peak shopping hour. But they will probably never be able to interact socially in the way humans do.

Social interactions are probably the most ‘human’ experience there is. Brushing up on your ability to negotiate with your co-workers, and actively listen to your clients needs will have recruitment officers knocking at your door—if they haven’t been replaced by robots by then!

3. Judgement and decision-making for conflict

Being able to read the room is going to become your best asset when we live in a society full of screens.

Many of us spend way too much time on our phones, making superficial connections without any kind of emotional exchange, meaning that nowadays we have less personal awareness and emotional intelligence.

Learning how to use positive conflict management strategies and collect ‘social data’ to reduce anger, stress and conflict, for yourself and others in the workplace will increase your better judgement and give you an advantage when it comes to decision-making.

4. Emotional Intelligence

When all of the technical skills are covered by algorithms and operating systems, qualities such as persuasiveness, emotional intelligence, and the ability help others learn will be in high demand for new industries to come.

New approaches in the workplaces of the future are going to be needed to get the best out of people, and that is where this soft skill comes in.

Emotional intelligence means having the ability to adapt ourselves to situations based on what is happening around us.

5. Coordinating with others

Being able to work as part of a team is the most important ability to have in this digital day-and-age. When have you ever seen a group of robots work together? Try replacing ‘robots’ in that sentence with ‘iPhones’, ‘computers’, ‘self-service checkouts’ - you get what I mean!

Soft Skills – the Way to Future Proof Your Career Against Automation

Tue, 19 Mar 2019 08:55:10 GMT

I’m constantly irked when people say they hate technology and that we are better off living without it. It’s here to stay. And the best bet for surviving an automated future will be to join em’, not beat em’. But in this fast-changing employment landscape, recognising the soft skills required to future proof your career is critical.

It is important for us to make sure we set ourselves apart from the robots by brushing up on skills that are truly human. Because the truth is that while automation is making some work faster and more efficient. Those kinds of jobs are actually much simpler and less common than we think.

Right now robots are good at managing one action at a time. Let’s say ‘Instruction A’ that will produce one result: ‘Result B’...

You know those verification screens that come up when you forget your Facebook password a few times and have to choose all of the pictures with traffic lights to get back in? Robots are great at doing that! We instruct them to find all the pictures of traffic lights and the program tells us how many pictures of traffic lights there are.

The downside is that they have to be trained. With data. Meaning your bot would need to see thousands of photos with traffic lights, and have you point them out before it would be able to pick it up alone.

For you, that job would require one second of thought and no training. And there are truck loads of jobs that require much more than that simple ‘Instruction A, result B’ process.

For example you have probably noticed your computer falling short when it comes to its ability to communicate with empathy and compassion. You would never send your family an email to let them know that you have been diagnosed with cancer - right?

Technology is long off being able to recognise human emotion, think strategically , listen actively and consider other people’s feelings . And it definitely falls short when it comes to problem solving and thinking strategically. These areas are where humans excel, and developing those human, soft skills that will be instrumental in being able to future proof your career and to set yourself apart from the functional, automated workforce.

No matter how advanced artificial intelligence may become we will still need humans to pass judgement on those not so straightforward situations. So, any job that requires you to think strategically, along with the skills to be able to do so quickly and confidently will be the way to go for robot proofing your career.

The 8 Critical Soft Skill Tips You Need to Make a Good First Impression

cetronh@gmail.com (Herduard Joy Cetron) — Wed, 13 Mar 2019 08:44:48 GMT

Meetings are high pressure for everyone. My first meeting ended in my boss excusing himself after I decided to make an icebreaker ‘dad joke’ and gesticulated so widely that I knocked over an entire pot of coffee onto a co-workers briefcase.

Back then I didn’t understand the power of soft skills to help make a good first impression – especially in important meetings.

We all know that when meetings do go well, they can be a great chance to share your big ideas with your boss and peers.

You want to be taken seriously at important meetings and avoid spoiling the chance to have your voice heard. Since that first meeting, I’ve had thousands of opportunities to get better at putting my soft skills to work making that good first impression.

Here are 8 critical soft skill tips I’ve picked up along the way:

Be confident!

Body language is everything in a room full of people. Standing tall and keeping your posture in check will let people know you are present and fully engaged in the meeting.

Dress to impress

This one is a no brainer in the workplace, especially on meeting days. As the sayings go: dress for the job you want to have; it’s the same for meetings. Dress for the meeting you want to get noticed in! Keeping your appearance clean and polished will let the people around you know that you mean business.

Smile like you mean it

No need to go overboard with this one, but the sentiment is clear. Be positive and be friendly. Your colleagues will thank you for it.

Make yourself known

Introduce yourself to everyone in the room if you get a moment. When the meeting is over, give them a firm handshake and say something positive about a point they raised in the conversation. This will let people know that you were paying attention. Even better if your boss is still in the room to notice.

Learn everyone’s names

How many times has ‘that guy’ called you Suzanne around the office - when you’ve met him several times and introduced yourself as Sue? Make sure you never become ‘the one who gets everyone’s names wrong’. Introduce yourself to everyone and listen carefully to learn their names. One trick is to say their name back to them.

Listen carefully

When someone is explaining something to you, you want to make sure you are taking in everything they are saying. Offer a considered response when it your time to talk. Focus on them and try to maintain eye contact. Listening is crucial for forming strong workplace relationships and bonds.

Be respectful

This is the follow on from listening carefully. Make sure you avoid talking over people at all costs and pay attention. Make sure they have finished making their point before you interject to make yours.

Use small talk to make things interesting

Despite its bad reputation, small talk and elevator chats are a great way to make connections with colleagues and find out about what makes them tick. Listen to their input in the meeting and make conversation based on that afterwards.

Need some new skills for making a spectacular first impression? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

4 Soft Skill Tips to Asking for a Raise

Tue, 05 Mar 2019 08:38:12 GMT

Most of us are long overdue for a pay increase, but knowing that doesn’t mean that you will be game enough to sit down with your boss. Many of us simply don’t have the soft skills or know how to ask for a raise or negotiate a new salary.

Asking for more money is hard in any circumstance. But especially at work when there could be even a tiny risk of things turning sour. After all, managing conflict is a skill in itself.

That said, asking for a raise is generally the best way to get one - it’s not very likely that your boss is going to wake up one day and think “Gee! I really feel like giving Rob from HR a raise today!”.

We have to take action and pro-actively learn the skills and techniques that will help us know how and when to ask for a raise effectively. Considering a few important factors before asking for more pay will get you a long way.

Taking a soft skill approach to getting that next raise will be easy with these four quick tips:

1. Do your research

You never know if you are already being paid the average salary for your position. Finding out will help you avoid under-selling yourself by asking for less than the baseline. Also, consider what others are making based on their experience. It will help you avoid asking for a ridiculous amount. Ask colleagues politely and discreetly. Remember to explain why you are asking and to be sensitive to people’s potential reluctance to share (money can be a private thing).

2. Ask at the right time

How annoying is it when you get asked for money and you don’t have any to spare? Similarly, asking for a raise when the company has just missed its annual revenue targets is not likely to go so well. Make sure you understand your employer’s financial position before deciding on a time to have the pay rise chat.

Make sure your homework is objective and not just based on your own judgements. Look at financial reports, do some company research and follow business news.

3. Prepare

Why should your boss give you a raise? If you can’t answer that question your boss probably won’t be very convinced. Go back over your wins, projects and achievements to show your boss why deserve more pay.

4. Respond to a No:

As goes with everything. There is a chance that your plot to raise the kitty will go awry. That is ok!

That said, it is as important to know how to respond confidently to a no as it is to know how to ask for a raise in the first place. If handled well, it will mean that there is another opportunity to take action to improve and to ensure that the door is left open for a later discussion.

If you get offered less than you expected, or get a flat-out no, you should know in advance how you will respond. How you plan on dealing with your boss’s response will shape how you respond to their answer.

Need some new skills for managing pay rise or performance review conversations? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

How Successful Presentation Skills Can Change the Course of Your Career

Mon, 04 Mar 2019 08:25:12 GMT

They don’t call it dressing for success for nothing. Successful presentation skills and making the right impression are crucial in the workplace. They play a key role when it comes to trying to ace that job interview, but also for being taken seriously down the track.

While it might seem superficial, effective presentation skills are amongst the most important soft skills you can have. Before you’ve even opened your mouth at an interview, your boss has probably formed their first impression.

Every job you go for will have different standards for how to dress. So, I’m not asking you to be perfect, but dressing appropriately for what you think would suit the type of job you are going for will get you a long way.

In a study of communications by Harvard, it was found that it only takes seven seconds for you to make an impression on another person. That’s right, seven seconds.

Now if you think about it, there’s not so many words that you can string together in seven seconds. 38% of your first impression comes from how you sound (what you say…) In seven seconds that is probably— ‘Hi my name is Matt…’

So that means 55% of your first impression comes down solely to your appearance and non-verbal aspects of your communication. Have I got your attention now?

Presentation skills are crucial for driving your career forward toward true success. Follow this quick checklist to make sure you demonstrate successful presentation skills and tick all of the “dress for success” boxes.

These qualities have always been valued. But as formal employment structures change, the soft skills qualities of high EQ workers are now coming into their own.

The notion of a “job for life” is rapidly being replaced by a shifting workforce with very different expectations from the employer/employee relationship. Employees expect their employers to demonstrate their social conscience and provide their staff with autonomy and respect.

But this needs a new kind of management – the kind of management that leverages the talents and skills of the high EQ manager. Respondents to a 2011 survey of more than 2600 US hiring manager by Harris Interactive found that 71% (of hiring managers) said they value emotional intelligence in an employee more than IQ.

Rosemary Haefner, of CareerBuilder said that “technical competency and intelligence are important assets for every worker, but when it’s down to you and another candidate for a promotion or new job, dynamic interpersonal skills will set you apart.” And those businesses that can genuinely deliver on these new expectations secure and keep the best talent.

This translates into bottom line benefits as well. According to Kim Morris Lee of the University of Illinois, “When senior managers had high emotional intelligence capabilities, their divisions outperformed yearly earnings goals by 20 percent.” More broadly, a 2017 Forbes

Magazine article found that “soft skills training, like communication and problem-solving, boosts productivity and retention 12 percent and delivers a 250 percent return on investment”.

Similarly, DDI Research found that “organizations demonstrated an average return on investment of $4,000 for every $1,100 spent developing soft skills”. By all accounts emotional intelligence is not just good for business but a vital part of the future company DNA.

1. Dress for the role

Actors know this one all too well. Are you going to wear a cowboy suit to an audition for a Sci-Fi film? I wouldn’t. Real professionals dress for the job they are applying for, and in most cases this means a suit. For a business job wear office clothing. Make sure it’s clean and ironed.

2. Starting the day in a more casual work setting?

Try to still dress up rather than dress down. Go for simple, neat and clean as a start. Keep makeup and jewellery to a minimum.

3. Do your hair

A dirty or messy hair do is never a good look on anyone. Keep it clean, brushed or combed.

4. Watch your body language around the office

People are drawn to smiling friendly faces. Keep eye contact and make handshakes deliberate and firm. Also, stand up straight! Good posture makes you seem more confident!

Each of these things play a role in creating an impression. Make sure you present yourself the way you would like your potential employer to remember you when they are reviewing their interview notes.

Why Emotional Intelligence is Critical in the Workplace

Mon, 04 Mar 2019 08:17:34 GMT

There are good reasons why emotional intelligence is one of the most keenly sought-after soft skills. Increasingly, employers are recognising that employees and managers with high emotional intelligence have a profound influence over team and company performance.

In fact, testing by TalentSmart found that emotional intelligence is the strongest predictor of performance, explaining a full 58% of success in all types of jobs.

Individuals with high EI / EQ have a number of defining qualities that make them valuable employees. According to Fast Company , these employees manage pressure healthily, they understand and cooperate with others, they listen and take feedback well, they are empathetic, set positive behaviours and make more thoughtful and thorough decisions.

So why is this important now?

These qualities have always been valued. But as formal employment structures change, the soft skills qualities of high EQ workers are now coming into their own.

Magazine article found that “soft skills training, like communication and problem-solving, boosts productivity and retention 12 percent and delivers a 250 percent return on investment”.

Can EQ be learned?

Yes. Like any skill, some people have a greater innate aptitude for empathy and other EQ qualities. But the good news for the rest of us is that emotional intelligence skills can be learned and developed. In many cases, an increased awareness of the importance of these skills can bring those traits to the fore. Courses specifically designed to bring out those skills can also be a great way to fast-track the development of emotional intelligence skills.

Need some new skills for managing conflict? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

5 Critical Tips for Resolving Conflict in the Workplace

Mon, 04 Mar 2019 08:07:14 GMT

The reality is that conflict is a part of life – especially in the workplace. Increasingly short deadlines, high pressure projects and the constantly increasing pace of business makes conflict more and more likely. Soft skills play a vital role in effectively resolving conflict at work.

Handled poorly, workplace conflict can have severe personal and financial impacts. The good news is that with the right skills and developed levels of EI you can handle conflict confidently and with respect. Here are five critical tips to keep in mind if you find yourself in a workplace conflict situation.

Don’t be defensive - workplace conflict doesn’t have to be bad

Remember that conflict does not have to be negative. A Canadian survey found that conflict can, in the right circumstances “lead to better solutions to problems and challenges, major innovations, increased motivation and higher work team performance”.

It’s all in how you handle the situation.

Remember your default style

If your first reaction to conflict is to run as far and as fast as you can – don’t feel bad. You are not alone. According to Harvard Business Review, even experienced managers avoid conflict – it depends on whether you are an Avoider or a Seeker. According to HBR, everyone has one of these as a default response. Neither style is wrong, but as HBR says, understanding that these fall back styles exist can make it easier to correctly understand your responses and that of the other person.

Stay within the lines

When dealing with conflict it is important to remember that conflict may be the visible result of a behaviour that has legal implications. Harassment, bullying, and sexual harassment are examples of behaviours that can lead to conflict but are serious offences in themselves. There are formal guidelines for dealing with these behaviours so being able to recognise when these behaviours are triggering conflict is important.

Know yourself and your typical responses

While you can’t control the behaviours of other parties, understanding yourself and how you respond to conflict can have a major effect on the outcome of a situation. Self-knowledge and high levels of emotional intelligence can help you empathise with others and offset your own non-constructive responses. Remember that in conflict situations, perception can easily displace the facts, so being able to come back to a position of listening with empathy can reduce the chances of accelerating misunderstandings.

Watch your tone and posture – remember voice and non-verbal cues

Very little communication results from what comes out of our mouth. According to Psychology Today , the general theory is that “55% of communication is body language, 38% is the tone of voice, and 7% is the actual words spoken.” Most of the communication we bring to a conflict situation is interpreted and induced (correctly or incorrectly) from tone of voice, and body language.

Your stance, movement and tone of voice all carry signals to the other party about how you are thinking about them and the issue at hand. These signals aren’t always correct, but by being aware of your own body language you can actively and consciously signal a willingness to engage in good faith. Open gestures, loose relaxed posture and an even vocal tone are just some of the things that you can do to signal your own positive intent.

Staff reflect what managers model

Remember that a company and management culture that actively models successful and positive outcomes from conflict resolution shows its staff that its OK to disagree, and provides examples of behaviours that help staff find constructive respectful ways to deal with issues.

Need some new skills for managing conflict? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace

What Are Soft Skills and Why Are They So Important?

Sun, 03 Mar 2019 07:55:08 GMT

These days getting and keeping a job involves more than just a great CV. You are going to need a range of diverse qualifications under your belt if you want to set yourself apart from all the others. This is why soft skills are so important.

I’m not talking about professional and technical skills. Despite their value, they won’t get you as far as they used to in the industry of tomorrow.

Workers in this emerging workforce will be required to change, adapt, collaborate and innovate to keep their companies ahead of the competition. Soft skills are the way forward, and learning what they are and how to use your soft skills effectively is more important now than ever. Think of soft skills as the personal qualities and attributes that come in handy at the office.

Here are some examples:

Communication Skills: Written and verbal communication skills are key for successfully navigating any workplace. Let your employer know that you can engage with colleagues in a clear, polite and precise manner. It will reflect positively on your work ethic.

Be pro-active: Taking initiative in situations where things aren’t so black and white is crucial. Think logically to map out the steps and use google to make sense of anything about your boss’s instructions that wasn’t clear. Your competency will be noticeable to colleagues.

Negotiate well: One of the most valuable soft skills out there is the strong ability to negotiate. Learn how to give and take. Make compromises and try to meet everyone’s needs.

My favourite soft skill of all time is honing up on your ability to network. I used to be the most nervous and shy person to bump into at the printer. I hated small talk. But once I learnt how to change the way I thought about those situations the opportunities I uncovered were astonishing.

Work on your personal elevator pitch. And remember important details about potential contacts you cross paths with.

The 8 Key Skills That Employers Are Crying Out For

Sat, 02 Mar 2019 03:43:55 GMT

If you had asked me five years ago about the key skills that employers are desperate for, I would have told you that someone who was is a super star coder, excellent copywriter, and front end web developer, with seven years experience in project management was the perfect vision of the ultimate employee. These days changes in the generational shape of the workforce, and the emergence of soft skills have made things a lot more interesting.

While there is no denying that technical skills are all well and good, and great assets to have on your resume, the real in-demand skills for employers these days are a little more unexpected.

I’m talking about soft skills. Things you don’t get taught at university, but everyone thinks you naturally have.

If you don’t, you're not the only one. Most people have never even heard about soft skills, let alone done anything about trying to learn them.

So here are our top eight soft skills that employers are looking for:

1. Strong work ethic

Are you determined and diligent? Will you do whatever it takes to get the job done no matter what? Employers love workers who are keen on the job. Making sure you arrive early to work, and see things through from start to finish every time will get you far.

2. Keeping a positive attitude

Remember that person from your last job? The one that everyone liked around the office because of how cheerful they always were, how they would make a point of saying hi to everyone they crossed paths with and asking them how their day is.

Being positive and upbeat in the workplace will make people—including your boss—drawn to you. Make yourself that one person and stand out for your positivity.

3. Being a good listener

A few things to remember here—speak, clearly and directly; articulate yourself. And... listen carefully, there is nothing more off putting than having to repeat yourself at work. Employers love an active listener.

4. Time Management

Someone who can prioritise tasks according to importance will always know how they should be using their time. Minimise distraction and get started early. Make a habit of using lists to manage tasks.

5. Be a team player

Any smart worker knows that a team that plays together stays together. Make the most of all your co-workers individual skills by listening carefully for their input and delegating between each other. Be cooperative and help others out, and know when to step up and take charge at the same time.

6. Be a good sport

Sport references are my favourite because a game and playing field is the perfect metaphor for a workplace. Team players listen carefully and take the bench for a while when they make an error. They also remember what the coach said and turn criticism into career building—listen and learn.

7. Adaptability and flexibility

The hallmark of having good soft skill capabilities is versatility. Being able to adapt to new ways of working, different types of personalities and managing the potential for conflict will be the best thing you ever learn!

8. Willingness to learn

You know how the saying goes—never know too much to learn something new. Willingness to learn is a great soft skill to adopt for yourself, because you should want to leave each job having learnt at least one thing new (but ideally lots of things).

Your employer will love this in you too, because guess what? Practice makes perfect. So, the more you stay open to the possibilities of learning something new, the better you will get at picking things up and having a go!

Vital Skills for Managing Your Intergenerational Workforce

Fri, 01 Mar 2019 03:28:10 GMT

It is now possible to have multiple generations working side by side within the same organisation - creating an intergenerational workforce of unsurpassed breadth. If you are managing an intergenerational workforce, you already know that this requires new skills and a very different approach.

At one end of the workforce, Boomers unwilling or unable to retire are remaining in the workforce for longer. At the other end, early members of generation z (born around 1995) have finished uni and are now entering the workforce.

But it gets more complicated. In between, you have Generation Xs and Millennials. It’s a complex tapestry of approaches and values that make collaboration, management and leadership more complex than ever before.

And the traditional command and control structures of earlier leadership styles don’t work so well in an employment culture where unemployment is low and younger generations want different things from the engagement they have with their employer.

In a culture where employees expect to be heard and, in some cases be party to the decisions that affect them, rigid management of any kind will ultimately break.

This challenges many managers with multi-generational teams . Typically, managers without the necessary skills tend to cluster with team members that hold the same values and approach to work that they do. This does not always happen along generation lines but when it does the results can be devastating.

The subsequent generational divide that is caused by this approach makes it hard to bring mixed-age groups together without incident. Managers in this situation often find that they spend valuable time arbitrating over issues that could be avoided if the manager was better equipped to understand the forces at play.

These forces are often based on the values and cultural norms of each generational group. They are unspoken norms within that generational group but can be confounding to groups on either side. The potential for misunderstanding is substantial and often leads to unnecessary rifts and conflict.

What is needed is a management style that is based upon sound principles and well-developed soft skills. It is the soft skills that allow managers to understand and bring out the best in each generation - based on strong communication skills and a firm understanding of the things that carry significance for to each generational group.

These soft skills include strong emotional intelligence and listening skills , negotiation skills, the ability to understand and manage conflict, and the capacity to adapt their leadership style while remaining broadly consistent and reliable.

These skills are not just for older managers. Managers of all generations can benefit from the enhanced understanding and empathy that sound soft skills can bring. Soft skills can learned at any age and provide valuable skills and insight to team members at any level of seniority.

Follow Your Passion and Develop Soft Skills in 2019

Fri, 01 Mar 2019 03:19:24 GMT

In times past, a degree and professional skill set were all you needed to reach your work goals. Nowadays its different - productive working environments require a wide and vastly different mix of skills. In 2019, we think this mix will require passion, technical and experience-based skills, and well-developed soft skills.

Many of you won’t know what on earth I am talking about when I say soft skills. They are the less common, but extremely valuable assets to have.

So, what are they?

Think people skills; reading body language, being sensitive to other personality types , not speaking over teammates, being helpful and listening attentively. To name a few.

As technology grows so does the amount of the population that stay in the workforce—for several years longer—meaning more competition for you.

That’s why soft skills are so important to have—they set you apart from others. Businesses are seeking to employ people with better soft skills to access wider benefits in the workplace.

So how do we understand what soft skills are and what can we do to get them?

One way is to think of your work as how well you are doing it when working alone and in the company of others.

Focus on person-to-person skills like how to problem solve, work well as part of a team, communicate clearly and politely and manage time well.

Workers with good soft skills stand out from others who take the old fashioned approach of relying on only the technical and educational badges on their belt.

So why are soft skills important to finding your passion?

Because soft skills are people skills and people are your key to getting a foot in the door and keeping it there!

Being around people who are interested in the things you are passionate about is the key to making connections and getting that foot in the door. Using the right social (soft skills) to be likeable and approachable, will set you apart in this ever-changing industry!

Career Hack 1- Prime Up Your Presentation Skills.

Thu, 28 Feb 2019 03:06:55 GMT

To get a job, keep a job or get promoted to the job you really want, you are going to need excellent Soft Skills.

Soft Skills are not about pieces of paper that you can wave in front of your employer or potential employer, they are about demonstrating that you have great communication skills while on the job or in the interview.

So, what are Soft Skills and how can they work for you? Soft Skills are the visual and verbal cues you send out when you interact other with people. In the same way that you wouldn’t send a resume or introduction letter out riddled with spelling and grammar mistakes you need to take the same care with your visual and verbal presentation.

Now some of you may be thinking, come off it, talking to people is natural and easy. We were born to do it, well no that’s not the case. Particularly in today’s world where we have a tendency to communicate via the on-line space be it social media or email.

You were taught to write for business at school, college or uni, but very few of us have been taught how to drive a phone for business, or how to give an excellent presentation or how to work collaboratively in the workplace.

These are the top skills that are driving business success in this and coming decades. These are the skills that are in most demand inside companies, these are the skills that can’t be automated, these are the skills that drive profits in all companies from small start-ups to the massive corporates. Its these skills that have been ignored in favour of the hard or technical skills over the past decades.

Here’s a question. Can you give a 20 minute presentation and hold the attention of everyone in the room without using PowerPoint or similar? Chances are if you are using PowerPoint you are putting your audience to sleep and actively disengaging them.

For the most part PowerPoint presentations are too crowded, contain too much information in each slide and you as the presenter turn your back on your audience as you talk to the screen, while standing in the light with writing all over your back. We’ve all been to a presentation and seen this very thing happen.

You then decided to check your Facebook on your smart device while pretending to take notes, or zone out in the half-light knowing no one will notice, as they like you have already departed to their own happy place.

This presentation will not get you the job or the promotion, in fact you’ll be remembered for all the wrong reasons. Do yourself a favour and get trained to be an excellent story teller who will deliver memorable cohesive presentations.

Here are 5 quick tips to get you started.

Don’t stand in the light of the projector
Don’t talk to the screen turn and face the people
Own your presentation space
Breath, yes breath, when people get nervous they tend to hold their breath
Speak slowly clearly and enunciate

How to Improve Staff Morale – 5 Essential Soft Skills

Thu, 28 Feb 2019 02:53:53 GMT

Staff morale is a powerful driver of your business. Managed correctly, good staff morale can accelerate your business and drive you forward. But low morale can throw you swiftly into reverse. Employers often forget the massive impact that soft skills have in creating and maintaining good morale.

Here’s are some things you can do right now to use soft skills to keep your morale moving in the right direction.

Where do soft skills fit in?

Soft skills are the human skills that determine how we engage and collaborate. According to a study by Business Communication Quarterly, the top 10 soft skills as perceived the most important by business executives are integrity, communication, courtesy, responsibility, social skills, positive attitude, professionalism, flexibility, teamwork, and work ethic. When businesses actively seek out employees with these skills, the message it sends to staff about your culture is profound.

How does this affect morale?

Your corporate culture and the behaviours it rewards shows staff what is and isn’t acceptable. Seeking and encouraging skills that signal respect, teamwork and integrity tell your staff that the company culture places high value on trust and respect. By inference this tells staff that counter -productive and selfish behaviours such as bullying and harassment are not welcome.

The development of strong emotional intelligence by training and selective recruitment tells staff that their managers are trained to manage difficult situations and are actively involved in ensuring that staff are engaged.

How do I know when morale is low?

Poor morale has serious commercial implications, affecting revenue, staff productivity and your relationships with customers and suppliers . These outward signals can be a sign that things are not right.

According to recruiters Robert Half, internal signs of flagging morale often include the following signs – increased levels of negativity to even small changes, an increase in rumour mill activity and the emergence of unsubstantiated theories for management decisions, a marked drop in initiative, increased missed deadlines, error levels and/or customer or supplier complaints. Each of these can serve as a warning.

What can I do?

It is critical to be sensitive to these changes and to quickly determine if the issue is isolated to a single employee or team or is more widespread. If relatively isolated, frank open discussions with the individuals or teams involved can identify the issues and point you to possible solutions. It is critical to ensure that the affected staff are part of the solution. Remember that no-one likes having things “done to them”.

Broad morale issues can often be the result of a perception that management are detached and unresponsive to the issues facing their staff on the ground. If the issue is more widespread, it is important to acknowledge the issue and again invite staff to be part of the solution.

This requires management to bring all of their soft skills to the process of re-engaging staff. If management are ill-equipped for the task, the process can be quickly undermined. Disgruntled staff are especially sensitive to any management process that is clumsily conducted - and can be quick to assign negative motives.

Hiring and training for soft skills can be preventative

Hiring managers with solid soft skills and upskilling existing management is a good way of ensuring that you are always ready to deal with morale issues. More critically, the presence of a high EQ and soft skills management culture has a preventive effect as problems are more frequently identified and alleviated early - before they become widespread morale issues.

Need some new skills for managing morale? Book a FREE personal one-on-one soft skills assessment session, and find out how soft skills could benefit you or your workplace.

How to Use Soft Skills to Improve Your Career Growth

Sat, 02 Feb 2019 03:52:47 GMT

Getting ahead at work these days can be hard. The pressure is on in this rapidly advancing world of technology. And in such a competitive professional landscape we should be looking at how we can improve career growth and set ourselves apart. This is where soft skills can make a massive impact.

So, you are already highly skilled your industry - what more could you possibly need to know?

Well soft skills are actually completely different to what you probably know to be professional skills. They are the human skills that don’t come with your degree and that you won’t necessary get the chance to learn on the job.

I’m talking about things like being an active listener, having good communication skills, managing your time well and being a good leader . Sounds simple right? Well, not really.

Many people think that we naturally have these things. But the truth is that a lack of soft skills keep people sitting on average instead of reaching true success.

Dreaming about setting yourself on a new professional journey, but changing nothing about the way you work will get you nowhere! It’s time to adopt a new mentality and move forward.

Always late to meetings? Cut it out. One of the third most in demand soft skills is the ability to manage time and prioritise tasks according to importance. Work on memorising this mantra: early is on time!

The next thing that is guaranteed to improve career growth is learning to communicate well. This seems like a no-brainer but listening actively and making sure you let people finish making their point before speaking will get you far. When it is your turn, use manners, speak clearly, directly and politely.

Being versatile is a positive thing in any situation. Especially in this changing industry that will soon have more robots who cost much less and are more efficient at much of the tasks we are employed to do at the moment.

Adaptability is the second most sought after soft skill. Stay open to new ways of thinking and don’t shy away from a challenge. Try to make the most of resources like the internet and make guidelines and instruction manuals your friend.

Last but definitely not least, being a good problem solver is a must-have soft skill for anyone looking to progress their career quickly. Many tend to freak out in the face of a problem. Bumps in the road can really throw a spanner in the works when there is no one willing to take charge.

Your ability to think clearly and rationally to find out a solution to workplace problems will make you a valuable asset to any company and set you miles apart from your fellow employees.

Are You Standing in the Way of Your Own Success?

Fri, 05 Oct 2018 02:35:22 GMT

According to a report by the ABC on the 30th January 2017, unpaid customer bills are costing the Australian economy $76 Billion and crippling small businesses, Fintech financier The Invoice Market, estimated that 2 million small businesses are “drowning” in unpaid bills and are constantly owed an average of $38,000. Are you one of the 2 million? And what can you do about it?

So, you’ve been in business a number of years and things are going well, you have a good customer base and a great product or service. So why is the bank account always just above empty. For most SME’s the answer is a simple one, customers take too long to pay us. The question is, is that the fault of your customers or the culture within your business?

Asking for money is not an easy thing to do for most people and people being people will always avoid doing the things they don’t like to do. There will always be something more important to do than pick up the phone and chase the invoices, but without cash flow, sooner or later the company will run into problems no matter how good your product or service.

The report goes on to mention that “research shows that, on multiple occasions, small business owners are having to ask as many as five times for their outstanding invoice to be paid. Which begs the question how good are you or your staff members at actually asking for payment. In another article Healthy Business Finances founder Stacey Price, say “I think people feel guilty for chasing money, even if they’ve done the work,”.

At the Australian Institute of Soft Skills Training (AISS Training), we feel it is this fear that needs to be addressed by businesses, staff need to attend Credit Control courses creating a culture where accounts receivable is part of the Customer Service culture, not making account collection a scary, separate issue, but rather part of the overall customer contact, our Credit Control course does.

Soft skills and the correct attitude are at the very heart of our accounts receivable training course , without exceptional communication skills and training for small businesses, overdue accounts will continue to be a significant problem for many businesses both small and large.

Having a customer focused culture with assertive payment arrangements will not drive customers away, in fact it will do the opposite, customers will know that you are focused on the overall relationship and see you as giving excellent customer service .

3 easy steps to improve your cashflow:

Make Credit Control apart of Customer Service
Create harmony between Accounts Receivable and Sales
Train your Accounts Receivable person

A good place to start this transformation is to send your staff members on a one day Credit Control course, or a Customer Service course with us at AISS Training.

Growing Up Under a 1st Generation Owned Business Without Soft Skills

Mon, 28 May 2018 02:15:54 GMT

Think You're Too Busy for Training?

Hear Dominic's account of growing up under a first-generation owned business.

I'll tell you a story about my Dad. A self-made man - grew up in one of the poorest suburbs in Sydney, who rose from the deepest poverty, his net worth at the end of his life was about 1.25 million - around 3 million in today's money.

He built from scratch in Sydney (including the actual premises) a huge family home and a 3 division family business with international customers that included a manufacturing plant, a wholesale distribution warehouse and a retail shop.

My dad was a ball of energy and what he lacked in skills, he tried to make up for with sheer action.

His Management style was “my way or the highway - don't argue.” Customer Service was there, but minimal. His sales style was talk, talk, talk. And at that he succeeded. He was a charismatic man..

I trained in Accounting after school and worked as his in-house accountant for nearly 11 years.

We all desperately needed business communication skills, but above all, what constantly plagued our Manufacturing and Wholesale Divisions were Past Due and Bad Debts. My Dad, God bless him, achieved what many men with his poor beginnings could never have achieved.

Yet we all always said that if Dad had only taken the time to train himself and us in the vital business communication skills that we all needed, especially him, we estimate his overall business volume and net worth could have been triple or even 5 times what it was.

The business communication/soft skills vital to our business were Leadership and Management Customer Service, Sales and Conflict Resolution and Difficult conversations.

aiss-training

When Lack of Culture Becomes Costly: The Super Retail Group Case

What Happened

The Financial Fallout

Market Losses: ~$300 Million

Legal Exposure: $30–50 Million

Where It Went Wrong: Culture and Compliance

The Real Cost of Disrespect

Five Takeaways for Organisations

AISS Training: Real Compliance, Not Box-Ticking

Our Online Respect at Work Training Tool

Conclusion

Presentation Skills - Tip Three

Light for life

Presentation Skills - Tip Two

Space: the final frontier

Presentation Skills - Tip One

The eyes have it

Credit Control - Tip Three (for getting paid)

Do you know the difference between aggressive, assertive and non-assertive?

Credit Control - Tip Two (for getting paid)

We are here to help you get paid, whilst maintaining excellent relationships with your customers

7 Key Soft Skills for Tech Teams in the Post 'COVID-19 Normal'

The IT sector has traditionally placed priority on the team members having gun tech skills – sometimes at the expense of other, seemingly less important soft skills. As COVID-19 redefines the way we work, the need for soft skills in this sector is becoming increasingly apparent.

Key soft skills for the IT / Tech sector

1. Collaboration ﻿

2. Problem solving & creativity

3. Communication

4. EQ / Empathy

5. Storytelling

6. Leadership

7. Commitment to ongoing development

Credit Control - Tip One (for getting paid)

We are here to help you get paid whilst maintaining excellent relationships with your customers.

Customer Service Tip Three

We are here to help. Tips to stay cool, calm and collected in Customer Service

Customer Service Tip Two

We are here to help. Tips to stay cool, calm and collected in Customer Service

Customer Service Tip One

We are here to help. Tips to stay cool, calm and collected in Customer Service

COVID-19 Pushes Tech to Its Limits and Shows Shortfall in Soft Skills

To Train or Not to Train - That is the Soft Skills Question.

So, What Are Those Useful Tools?

Soft skills are, without doubt, the best tools to acquire.

How Emotional Intelligence (EQ) Improves Performance

The importance of emotional EQ in business

How building Emotional EQ can help build your business

Empathy fuels the customer experience

Emotional EQ helps you make more thorough decisions

Emotional EQ helps you build more productive teams

You work well with people

You become an increasingly better leader

You Become Motivated About Your Work

You Accept Criticism As A Positive Factor

What Are the 6 Best Soft Skills For Job Candidates and Managers

What Are Soft Skills?

1. Communication skills

2. Problem-solving skills

3. Time Management skills

4. Teamwork skills

5. Leadership skills

6. Flexibility and adaptability

Are Soft Skills the Answer to Getting Paid on Time?

Is it your own processes and mentality that are teaching your customers to pay late?

9 Vital Statistics That Demonstrate the Business Value of Training

Why Listening is the Ultimate Soft Skill – and How to Be a Better Leader

What are the common barriers to effective listening?

So what makes a good listener?

Entrepreneurs Need Soft Skills to Grow With Their Enterprises

10 Great Tips for Dealing With Workplace Conflict

1. Count to 10

2. Address the problem before things escalate

3. Stay positive in the face of conflict at work

4. Acknowledge the person’s reaction

5. Practice active listening

6. Consider your own role in the conflict and acknowledge it

7. Seek mediation

8. Let everyone speak

9. Pick your battles

10. Use professional language

1. Collaboration