5th Wall News

  • Skills in Focus: How to Remove 44% of Conflict in Your Workplace

    38% of employees reported some form of workplace conflict last year. This is not in itself a damaging statistic. The thing that matters is how these conflicts were dealt with. If ignored, conflict and its effects on wellbeing can erode an employee’s productivity and motivation; increase stress;…

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  • When Life gives You Lemons

    The decision by Pizza Express to make their chefs, rather than their waiters, carry out the vital task of chopping lemons, has made headlines in recent weeks. The restaurant chain’s simple switch has reportedly made ‘significant savings’ in working time, which translates into cash savings across…

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  • What Makes a Team?

    by Patrick Holtby One of the questions I sometimes pose in training is: what makes a team into a winning team? Or, to put it another way, what distinguishes a team from a group of people? It was a few years ago that I first asked this question as part of training, and the insights that…

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  • Sally, Jake & Co.: Barclays’ Robotic Customer Service Team

    Barclays is reinventing how we conduct in-branch banking. Now that 80% of banking is done online, Barclays is seizing the opportunity to reduce its staffing costs. The new vision? ‘Counterless branches’, where ‘assisted-service tills’ replace face-to-face service. The reaction in newspapers a…

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  • Skills in Focus: Sticks and Stones and Customer Service

    We're recording some of our tips for improving customer service - starting with something as simple as the words that we choose. Any customer-focused organisation will be able to tell you about the importance of establishing an effective customer service strategy. 70% of buying experiences are b…

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