Handling complaints professionally: a guide for managers
Whether a complaint is about a person or a product, your role is to respond professionally, stay calm under pressure, and use the situation as a chance to improve your service.
Emotional intelligence in modern management
Emotional intelligence (often shortened to EI or EQ) is the ability to understand and manage your own emotions, and to recognise and influence the emotions of others.
70-20-10 vs 3-to-1 learning model
Two models have shaped how we think about development at work 70-20-10 and, more recently, 3-to-1. While they’re different in design, both aim to help people learn through real-world experience, not just formal training. Here’s how they compare.
How great managers engage their teams
Most managers start out as excellent individual contributors. They’re good at what they do, they’re reliable, and they often go the extra mile. But stepping into a management role requires something more: the ability to guide others.
Managing team conflict at work
Managing team conflict at work takes more than authority, it takes empathy, clarity, and a willingness to understand what’s really going on beneath the surface. A high-performing team doesn’t avoid conflict; it handles it with maturity and respect.
Conflict Resolution in modern teams
Every team experiences highs and lows. When people work closely together, conflict is inevitable. The key isn’t to avoid it is to approach conflict resolution with confidence, empathy, and a shared belief in moving forward together.
10 habits of a good manager that build trust and performance
Good management isn’t about perfection. It is about practising habits that create a positive workplace culture and help employees thrive. By focusing on trust, communication, fairness, and gratitude, managers can navigate change confidently while building stronger, more resilient teams.
Owning Your Mistakes
Mistakes do not signal the end of your career, they can be turning points for growth. When handled with honesty and action, they build confidence in your leadership and strengthen the respect your team has for you.
Effective Coaching and Mentoring
Knowledge and skills matter, but effective coaching and mentoring is just as much about mindset. That applies to both sides of the relationship, coach and coachee, mentor and mentee.
Coaching vs Mentoring the lowdown
While coaching and mentoring both aim to help people develop, they offer different types of support, delivered in different ways. Knowing when to use each and how they complement one another is essential for today’s managers and leaders.
