In this article we will outline what meeting minutes are, why they are important and provide guidance on how to take useful meeting minutes. You will also find a downloadable template that you can use to effectively write meeting minutes.

What are Meeting Minutes?

Meeting minutes are a summary of the main points discussed by meeting attendees and the subsequent action points that they have decided upon. Meeting minutes are not a transcript of every single thing that was said during a meeting nor are they solely for formal meetings. Regardless of the type of meeting, meeting minutes serve as a record of the key elements discussed such as:

• Issues raised.
• Motions put forth.
• Decisions made.
• Actions agreed upon.

As a minute taker it is your responsibility to write clear and concise minutes that document the key talking points of the meeting. It is therefore beneficial to have a separate minute taker and Chairperson so that focus can be directed where necessary. An effective chairperson will ensure that meetings run smoothly and efficiently and that the agenda is followed accordingly. This enables you as the minute taker to focus solely on producing useful and succinct meeting minutes. 

Why are Meeting Minutes Important?

Meeting minutes are an essential tool for before, during and after a meeting. They deliver key information and help to keep the necessary people informed of the main talking points of a meeting. 

Meeting minutes are important because they:

• Help with meeting preparation – Minutes from previous meetings help organisers to prepare agendas for upcoming meetings. They provide information which can guide topics for discussion such as updating attendees on a project’s progress or reviewing the success of a previously agreed upon action.

• Act as an official record of proceedings – Meeting minutes act as an official record of discussions held, decisions made and actions taken. They act as a point of reference of what occurred during the meeting and can be easily referred back to by senior staff or stakeholders. 

• Hold attendees accountable – Meeting minutes record actions that need to be taken and the person or department responsible for those actions. By documenting each task and associated action items, meeting minutes provide a clear indication of who is responsible for completing specific tasks. 

• Build trust through transparency – Meeting minutes inform those not in attendance, whether due to absence or remote working, of the key points discussed. This provides important insight into the inner workings and discussions of meetings, highlighting to those not in attendance that attendees are acting in the best interest of the business.

• Improve efficiency – Well written meeting minutes provide information that can be used to guide future meetings. This saves times when reviewing prior decisions and actions and helps to eliminate repetitive discussions or tasks.

Looking for More?

Our Minute Taking Course will teach you the skills to produce clear and concise meeting minutes for any meeting. We also have a wide range of Business Essentials courses, such as our Communication Skills course, that will provide you with knowledge and skills to thrive in the workplace.

How to Take Minutes for a Meeting

Meeting minutes have to record a lot of different information, so it is important that they are as detailed and succinct as possible. Writing effective meeting minutes involves thorough preparation before the meeting, active listening during the meeting and diligent compilation after the meeting.

Here are five top tips to help you capture the essential information of any meeting, regardless of the size or formality. 

1. Be Prepared.

The better prepared you are for the meeting, the more efficiently you will be able to take notes. Take the time to find out the agenda points ahead of time so that you have an idea of what the meeting is about. If the meeting is a follow up, read over previous agenda points and minutes so that you have as much contextual knowledge as possible. Speak to the Chairperson in advance and ask for clarity on any points you are unsure of. Don’t forget to make sure you are physically prepared to take notes. It may seem obvious but make sure you have enough pens to hand and a notebook or paper with enough space to write the necessary information. If you prefer writing notes on your laptop, make sure your laptop is charged and muted to avoid any distractions from incoming notifications.

2. Find your Focus.

It is important to know what you actually need to be making notes on so use the agenda to help determine the key topics of the meeting. As the minute taker you need to record information accurately as your notes will eventually serve as a reminder of the commitments made and topics discussed. It is important to get these details right and it is much easier to do this if you know in advance when to focus and when to just listen. 

3. Use a Template.

A template provides you with a clear structure with which to format your notes. It can help you to keep track of the important details and guide which information you decide to include based on pre-set subheadings/categories. Templates are also useful for maintaining consistency. Your business may have a set minute taker, or the role may change from meeting to meeting. However, a template ensures consistency irrespective of who is taking the minutes. 

4. Be Objective.

Only include the facts in your notes and remain neutral, avoiding any personal impressions or opinions. The finished meeting minutes must be an unbiased and impartial overview of the proceedings.

5. Review your Minutes.  

Once you have finished typing up your minutes and before distributing them to the necessary parties, have them reviewed and approved by the most senior person in attendance or the Chairperson. It is important to double check that the necessary information has been included and that dates, agreed actions and task assignees have been documented properly. 

Due to the increase in hybrid/remote working, you may find yourself acting as minute taker for virtual meetings. The steps above remain applicable for remote meetings, however it is beneficial to also consider the following: 

• Find a quiet space – Find a space where you won’t have any disruptions or distractions. If you’re working from home and others are present, let them know you have a meeting to attend and not to disturb you. It is important that you can clearly hear the other members of the meeting during a call, so reduce as much background noise as possible so that you can focus properly.

• Speak up – Remote meetings are frequently subjected to the whim of one’s internet connection. It’s highly likely that there will be drops in someone’s connection at some point during the meeting so it is important that you speak up to seek further clarity when necessary. Knowing how to speak up in meetings enables you to confidently ask attendees to repeat themselves and ensures that you do not miss any vital information.

• Record the meeting – The benefit of virtual meetings is the chance to record the entire thing. You must first ask permission from those attending or let them know well in advance that you will be recording the meeting. Recording the meeting allows you to be more present as you can then go back and watch over the recording to make any necessary notes. 

• Use multiple screens – If you have more than one screen in your home office set up then make the most of the extra space. Having the meeting on one screen and a document for notes on the other, stops you from juggling multiple windows on the one screen and potentially missing key information as you switch from one window to another.

Meeting Minutes Template

Below you will find a meeting minutes template for you to download and use. 

The template has been broken down into sections to help you prioritise key information such as the meeting objective, the agenda, main takeaways and action points. There is also space to include the meeting date, time, location and details of the next meeting. The template is fully editable so you can input additional information should you wish. 

Being able to create clear, professional meeting minutes is a crucial skill to have as they are an important part of ensuring that meetings are productive and successful. As a minute taker it is your responsibility to produce useful notes in the final minutes document. Using the guidance and template above will help you to do just that and write effective meeting minutes.

Further Resources:

• How to Chair a Meeting Effectively
• Minute Taking Quiz
• Minute Taking Course

The post How to Write Meeting Minutes: Free Template appeared first on The Hub | High Speed Training.

• How to Chair a Meeting Effectively
• How to Take Useful Minutes of a Meeting 
• Minute Taking Course

The post Minute Taking Quiz appeared first on The Hub | High Speed Training.

In this article we will outline what a time management matrix is, how it can benefit you and how to effectively use and prepare one. You will also find a free downloadable time management matrix template. 

What is a Time Management Matrix?

A time management matrix is a tool that enables you to strategically organise and prioritise different tasks. There are numerous different time management matrices, however this article will focus on the Covey Time Management Matrix. The Covey Matrix is a popular and effective method from Stephen Covey’s book The 7 Habits of Highly Effective People. The matrix divides tasks into four categories based upon their importance and urgency, enabling you to prioritise your tasks more efficiently and spend your time wisely. 

A time management matrix is just one of the many ways in which you can increase your productivity in the workplace. It can also help you to develop a growth mindset as you are better able to prioritise long-term goals and successes.  

The 4 Quadrants of Time Management

The Covey Matrix divides tasks into four quadrants and an understanding of each one is key to the efficacy of the matrix. We will explore how to categorise tasks and the practical implementation of the Covey Matrix later in the article. 

The four quadrants of the Covey Time Management Matrix are:

Quadrant 1: Urgent and important – Q1 tasks are those that are both important in nature and require immediate attention. These tasks must be completed in a short time frame and this can make them stressful and negatively impactful on your other duties and responsibilities. These tasks often arise due to short deadlines, unforeseen emergencies or poor planning. Be mindful of these kinds of tasks and try to plan strategically to avoid having too many Q1 tasks. 

Quadrant 2: Important, but not urgent – Q2 tasks are those that are important in nature but not time-sensitive. This can make these tasks easy to avoid as they do not have the same time constraints as Q1 tasks. However, Q2 tasks can help you to achieve important long-term goals and are essential to your personal or professional growth. As such, they should be prioritised accordingly and you should aim to invest the majority of your time on Q2 tasks.  

Remember: A Q2 task can become a Q1 task if left unattended for too long; stay on top of encroaching deadlines to stop Q2 tasks from becoming unnecessarily urgent and creeping into Q1.

Quadrant 3: Urgent, but not important – Q3 tasks are time sensitive but not important. These tasks can often feel falsely important due to their urgency, however they have little impact on your larger goals. Tasks that fall into this quadrant are often more reactive than proactive and can be a distracting interruption to your productivity. 
Quadrant 4: Not urgent and not important – Q4 tasks are neither urgent nor important and should be avoided where possible as they are an inefficient use of your time. Though it may appear counterintuitive, take the time to identify these lower priority tasks so that you can minimise the number of them and instead focus on the tasks in other quadrants. 

Benefits of a Time Management Matrix

The benefits of using the Covey Matrix include:

• Increased productivity – identifying which tasks are important enables you to better focus on them, reducing the chances of you getting distracted and increasing your productivity. 

• Improved habits – assigning tasks to different quadrants allows you to see what kind of tasks you spend the majority of your time on. If you find that you are spending too much time on Q3 and Q4 tasks, you can adapt and adjust your working habits to better focus on Q2 and Q1 tasks. 

• Improved planning skills – prioritising long-term goals over immediate, less important ones improves your strategic planning skills, helping you to plan future projects and goals more efficiently. 

• Better work-life balance – developing more productive work habits makes your work day more efficient. This then gives you the freedom to focus on the things that matter to you outside of work.

Looking to Learn More?

Good time management is a key skill that can help you to excel in the workplace. You can further develop your skills with our Time Management course and enhance other core skills with our wide range of Business Essentials courses.

How to Prepare a Time Management Matrix

Now that you have an understanding of the different quadrants, you can develop your own matrix. 

Follow these steps to create an effective Covey Matrix:

1. Create a list of your tasks.

Start by making a comprehensive list of all your tasks and their respective deadlines, no matter how big or small. The time span that your matrix covers is up to you and could reflect your tasks for the day, the week or the month. However, each task needs to have a realistic deadline, so avoid making a list of tasks for one day if all of those tasks need to be completed that same day. 

2. Assess your tasks. 

Now that you have a list of tasks and their deadlines you need to assess their importance and urgency. This can be tricky as it is easy to see everything as important and urgent or to mistake urgency for importance. However, you need to be as objective as possible when assessing your tasks. Use the deadlines that you have included and ask yourself; Does this task align with my long-term personal/professional goals? Does this task need my immediate attention or can it wait? 

Asking yourself these questions will help you when assigning each task. For example, if the answer is yes to question one and no to question two, then the task belongs in Q2 as it is important, but not urgent. Conversely, if the answer is no to question one, but yes to question two then the task belongs in Q1.

3. Assign your tasks.

Once you have determined the importance and urgency of your tasks you can assign them to the different quadrants. It’s useful to have some level of organisation in each quadrant. For example, you could use the deadline to prioritise a tasks’ position; the closer the deadline, the higher the priority. This is admittedly easier for some quadrants than others. For example, Q2 tasks tend to be more beneficial to long-term goals, but their lack of a pressing deadline can make them hard to prioritise. In this instance it is useful to set your own benchmark of urgency and use that to assess the priority of your Q2 tasks.

When assigning tasks to the different quadrants be mindful of how many tasks are in each section. Q3 tasks may have some level of urgency, but they are ultimately not important. This can make them an inefficient use of time and energy, so attempt to minimise the number of these tasks. Comparatively, since Q2 tasks  are essential to your personal or professional goals, you should aim to spend the majority of your time on these tasks. For example, you may choose to block out time each day or week to complete these tasks so that impending deadlines don’t cause them to creep into Q1. 

4. Review and adjust your matrix.

Regardless of whether your matrix covers a day, a week or a month, it’s beneficial to take the time to review and adjust it. Reflect upon your productivity; has completing tasks based on their quadrant improved your efficiency? Have you spent enough time on Q2 tasks, or has your list of Q1 tasks grown too long? Asking yourself these questions assesses the efficacy of your matrix and allows you to adjust accordingly. This is a core part of using the matrix as it fosters a mindset of continuous improvement as well as the continued prioritisation of personal or professional goals.

Common mistakes when using the Covey Matrix include mistaking urgency for importance when categorising tasks and neglecting the tasks in Q2. These can prove to be costly errors that negatively impact the efficacy of your matrix. Take the time to step back and objectively assess the importance of a task and make a conscious effort to block out time to focus on Q2 tasks. 

You also need to remember the importance of rest breaks. The Covey Matrix does not negate the need for regular breaks to rest and recharge and if you don’t factor in adequate rest time, you may find yourself procrastinating with Q4 tasks due to tiredness and a subsequent lack of motivation. 

Time Management Matrix Template

Below you will find a free editable time management matrix template for you to use. Download the template and follow the steps above to create an effective matrix that will help you to maximise your time and increase your productivity. 

There are countless demands on our time both inside and outside of work. A time management matrix is a useful tool to help you better manage your time so that you can meet these demands. With a well organised time management matrix you can say goodbye to blocking out three hours on your calendar in an attempt to power through four days worth of work and say hello to increased productivity, improved focus and reduced stress.

Further Resources:

• A Personal Development Plan (PDP) Guide & Template
• What are Personal Development Goals for Work?
• Time Management Course

The post Time Management Matrix: Free Template appeared first on The Hub | High Speed Training.

In this article, we’ll look at what hard skills in the workplace are, outline the top hard skills that employers often ask for and help you learn more about how to enhance your hard skills as part of your continuing professional development.

What are Hard Skills in the Workplace?

Hard skills are the technical proficiencies you need to perform a particular job role. Without hard skills, you’d be unable or unqualified to do the job in question. For example, a hospital doctor must have hard skills in biology and a degree in medicine, whilst a carpenter must have hard skills in woodwork and the ability to install cabinets.

Hard skills are obtained through education, training or hands-on experience and are practical skills that you can physically prove, such as with a certificate, qualification or demonstration. Employers will require you to have particular hard skills for particular roles in order to perform the tasks needed.

Soft skills, on the other hand, are your non-technical skills and abilities, personal qualities, workplace behaviours and personality traits. Unlike hard skills, soft skills aren’t quantifiable. You can find out more about soft skills with our article: Soft Skills in the Workplace.

The Importance of Hard Skills

Hard skills are important because, without them, you wouldn’t be able to perform your job role proficiently or safely. Hard skills are vital for ensuring you are capable of carrying out a role.

For employers and hiring managers, hard skills show that you are qualified for a particular job. Without the necessary hard skills, you’re unlikely to be considered as a candidate when responding to a job ad.

To prove your hard skills to an employer, gather together your certificates and qualifications to use as evidence of your training and knowledge. If your hard skills have been learnt from practical, hands-on experience, then ensure you’re able to demonstrate your abilities, either through a demonstration, links to past work experience or a training certificate. Make sure your hard skills are highlighted on your CV and cover letter when applying for a role.

Top Hard Skills Employers Look For

The popularity and need for specific hard skills changes over time: in the past, it was vital to have a hands-on ‘trade’ to set you up for life whereas, in today’s job market, the focus is much more on computer skills, your ability to use technology and marketing. Here are 30 examples of hard skills employers look for at the moment:

1. Accounting.
2. Advanced first aid.
3. Basic life support.
4. Budget management.
5. Business development.
6. Computer programming.
7. Computer software knowledge.
8. Copywriting.
9. Customer relationship management (CRM) software.
10. Customer service skills.
11. Cyber security.
12. Data analysis.
13. Design.
14. Digital marketing.
15. Engineering.
16. Finance.
17. Financial analysis.
18. Foreign languages.
19. Graphic design.
20. Management skills.
21. Marketing.
22. Project management.
23. Recruitment.
24. Sales experience.
25. Sales management.
26. Search engine optimisation (SEO).
27. Social media skills.
28. Social media marketing.
29. Software development.
30. User experience (UX).

The modern world has a big focus on technology and this is subject to constant change and upgrade, so being digitally literate is essential for obtaining a new job role, no matter the industry you work in. Employers often want candidates to be fluent in specific technologies and software, so provable hard skills in any of the following areas would be highly sought after:

• Amazon Web Services (AWS).
• Atlassian JIRA.
• HTML.
• JavaScript.
• Linux.
• Microsoft Access.
• Microsoft Azure.
• Microsoft Office (such as Excel).
• Oracle Java.
• Python.
• System Applications and Products (SAP).
• Structured Query Language (SQL).

Of course, this list of technologies is not exhaustive and there are many more – take a look at the companies relevant to you and see which ones they require.

How to Develop Hard Skills

Everyone has the ability to develop hard skills if they put in the work, have a growth mindset and dedicate themselves to learning. There are various ways that you can develop hard skills, such as:

1. Online training courses – obtaining a certificate from an e-learning course shows you are proficient in a particular subject. There’s no limit to how many online course certificates you can obtain.
2. In-person training courses – proficiency can also be shown via a certificate from an in-person training course, which will also include hands-on experience.
3. University degrees – there’s an endless range of degree topics you can choose to study, some more job-specific than others. Some of the UK’s most popular degrees include medicine, law, engineering, computer science and business management.
4. College courses – colleges are a great place to obtain hard skills qualifications, especially if there’s a particular course or diploma you want to work towards in order to apply for a specific job role.
5. Apprenticeships – apprenticeships are ideal for learning hard skills as they are usually hands-on placements in real-life workplaces.
6. Work experience – taking up some voluntary work experience is a great way to bolster your CV and demonstrate that you can use your hard skills in a real-life working environment.
7. Self-taught education – whether you choose to study with online articles, YouTube videos or library books, there are many ways to teach yourself hard skills without the need to attend a training course.

Hard Skills Training

Obtaining a certificate from an online training course is a great way to prove your hard skills to future employers. Take a look at some of our most popular online courses via the links below and start developing your hard skills today:

Health & Safety:

• Health & Safety Training
• Asbestos Awareness Course
• Working at Height
• COSHH Training

Food Hygiene:

• Level 1
• Level 2 for Catering
• Level 2 for Manufacturing
• Level 2 for Retail
• Level 3 for Catering
• Level 3 for Manufacturing
• Level 3 for Retail

Safeguarding Children:

• Level 1
• Level 2
• Level 3

Safeguarding Adults:

• Level 1
• Level 2
• Level 3

Looking for More?

If you’ve not found what you’re looking for in the courses listed above, then take a look at our full range of online training courses and see which topics catch your eye. You could have a new hard skills certificate for your CV by the end of today!

Hard skills are essential in order to carry out a job role safely, effectively and efficiently. Employers will always look at your hard skills on your CV as they’re essential criteria for work so, if you feel that your hard skills are lacking, look to develop them with further study and a growth mindset.

Further Resources:

• Business Essentials landing page.
• What is CPD? A Guide to Continuing Professional Development
• Transferable Skills: What Are They and Why Are They Important?

The post Hard Skills in the Workplace appeared first on The Hub | High Speed Training.

What are Soft Skills in the Workplace?

Soft skills are sometimes referred to as interpersonal skills or people skills, and they’re the abilities you have that enable you to excel in a professional work setting. Soft skills are all of the attributes, qualities and personality traits you have in addition to the qualifications and certificates you hold.

Strong soft skills enable you to collaborate with teammates, manage your time well, communicate clearly, connect with others and navigate the workplace with ease and with success.

Soft skills in the workplace are non-technical skills, i.e. you don’t need them to be ‘qualified’ for a specific position. They are usually transferable skills that can be used in any work setting and any job role, so highlighting them on your CV is a must. Soft skills are also relevant at all job levels, whether you’re applying for your first job ad or are looking to climb the ladder as a top-level executive.
Anyone can develop soft skills: many of them you’ll already possess and some are ones that you’ll need to learn and improve on.

Importance of Soft Skills in the Workplace

Soft skills aren’t just essential for getting a new job; they’re also important in the workplace throughout your career. Success at work requires more than just a strong technical knowledge of the role – it also requires you to be adaptable, resilient, good at problem-solving and an excellent communicator, to name a few. These soft skills and personal qualities are the foundation for professional achievement.

Soft skills are important in the workplace because they:

• Increase your productivity and efficiency.
• Demonstrate your initiative and proactivity.
• Help improve the company culture.
• Create stronger professional relationships.
• Lead to more creative solutions.

Furthermore, people with strong soft skills have been proven to enjoy greater life satisfaction and can earn up to 12% more than their peers.

Top Soft Skills Employers Look For

Here are 20 highly-desirable soft skills that employers look for when hiring the right candidate:

1. Adaptability – being able to change the way you think is an important soft skill to have, as it allows you to accommodate new ideas, change your method of communication or learn new ways of working without hesitation and without stress.

2. Communication – communication skills include all types of communication methods, from verbal speaking skills, non-verbal communication and written words to digital communication, presentation skills and public speaking in the workplace. A good communicator is able to express their ideas and feelings clearly, as well as listen to and understand those of others.

3. Conflict resolution – being able to respectfully and effectively solve a problem between people is a strong leadership soft skill to have. Those skilled in conflict resolution and conflict management can present solutions and options in a respectful way and will take into account everyone’s opinions and feelings.

4. Creativity – alongside being creative in the traditional design sense, creativity at work is also a type of problem-solving and is about coming up with a variety of different solutions to all kinds of situations. A creative person is able to present ideas, innovate solutions and brainstorm with teammates.

5. Critical thinking – critical thinking in the workplace refers to the ability to analyse information and come to an informed decision. Critical thinking skills are essential for managing risks, considering all outcomes and making educated choices. It’s also a type of problem-solving.

6. Decision-making – having strong decision-making skills is particularly important for managers and leaders, as confident decisions are vital for the progression of a team or company. If you have good decision-making skills, then you’re able to choose the best course of action in order to achieve set goals. 

7. Dependability – dependability refers to your willingness and ability to follow through on what you’ve said you’ll do. It means being consistent and reliable, meeting deadlines, being punctual and helping others when they need you.

8. Digital literacy – digital literacy in the workplace means being fluent in digital technology, including the internet, mobile devices, digital tools and computer software. In today’s world, where remote working and remote communication are so prevalent, digital literacy is an essential soft skill to have, not just a desirable one. Furthermore, as the technology used in the workplace is subject to constant change and upgrades, you must be able to adapt to new technology at the drop of a hat.

9. Empathy and compassion – empathy and compassion are key components of emotional intelligence – the ability to recognise and understand your own and others’ emotions. Empathy and compassion are essential skills for encouraging teamwork, building strong relationships and giving feedback.

10. Intercultural communication – intercultural communication in the workplace refers to your ability to effectively talk with people from different religious, social or ethnic backgrounds. Different cultures have different communication styles and this is something you’re particularly likely to encounter if you work remotely with people around the world. Strong intercultural communication skills help you to bridge the gaps between workers, improve inclusion and get the best out of everyone.

11. Leadership qualities – leadership skills in the workplace are important if you want to inspire and influence others to achieve their goals. A good leader can set a vision, communicate the vision well to their teammates and encourage success. Other leadership qualities that are useful to possess are strong coaching and mentoring skills.

12. Metacognitive skills – put simply, metacognition in the workplace is your ability to learn new work skills and is part of developing a growth mindset. A person with metacognitive skills is self-aware, recognises what they do and don’t know and can identify opportunities to learn. They understand their thought processes and know how best to take on board new information.

13. Networking – being able to network well, whether it’s in-person or online, is a vital skill for developing your relationships and your career. Good networking skills enable you to build connections with others and proactively maintain business relationships.

14. Organisation – organisation skills go hand-in-hand with time management skills, as both are needed to ensure reliability, punctuality and productivity. An organised person is able to keep a diary, prioritise tasks, manage deadlines and stay on top of work.

15. Positive attitude – maintaining a professional attitude in the workplace and staying positive is important for being resilient in the face of challenges, interacting well with colleagues and staying motivated to work. Someone with a positive attitude is able to look for opportunities in difficult situations and doesn’t just give up.

16. Problem-solving – problem-solving in the workplace means thinking outside of the box to come up with solutions to challenges. Good problem-solving skills will help you to analyse situations, research possible solutions and establish procedures to prevent issues from occurring again.

17. Teamwork – teamwork skills in the workplace are vital for all types of job roles in all types of organisations. Being able to get along with others, communicate with people well and collaborate to achieve shared goals are essential soft skills to possess, and will show that you’re able and willing to support others, respect others’ ideas and contribute towards the team’s success.

18. Time management – time management is an important soft skill for most workplaces and shows that you’re organised, disciplined and able to avoid distractions. People with good time management skills are more reliable and efficient workers.

19. Work ethic – maintaining a strong work ethic in the workplace shows that you’re committed to the role and can be relied upon to get the job done. Someone with a good work ethic is consistent, accountable and adaptable and is always seen as professional.
20. Writing skills – professional writing in the workplace is the ability to communicate effectively through the written word, whether it’s an email, marketing content or internal notification. Possessing strong writing skills means your content is free from spelling and grammar errors, is concise and readable and is understandable by the target audience.

How to Develop Soft Skills in the Workplace

It’s likely that you already possess many soft skills that you can highlight on your CV but, if there are ones you’ve identified as needing improvement, then you can work to develop your soft skills with time, dedication and an open mind. Everyone has the ability to learn new soft skills.

To develop your soft skills in the workplace, the best place to start is by looking at the list of skills above and determining which ones you want to work on. Then you can start your research into each specific skill and look at what you need to do to develop them.

In the workplace, a personal or professional development plan (PDP) can help you to identify the specific soft skills you want to develop. The articles below provide you with more information on creating a PDP:

• Writing A Professional Development Plan – Example & Template
• Personal Development Plan (PDP) – Guide & Template
• What are Personal Development Goals for Work?

Soft Skills Training in the Workplace

Your current workplace may offer training in specific soft skills, so be sure to take them up on the offer when it arises. Workplaces often run workshops in key topics such as presentation skills, time management and computer skills to help develop your knowledge and to ensure their workforce is skilled and competent.

Need a Training Course?

If you’re looking to take further training in soft skills and want to gain some all-important certificates for your CV, then take a look at our Business Essentials online training courses and see what you could learn today.

Soft skills in the workplace are essential for job seekers and current employees alike. Hiring managers actively look for soft skills on your CV and will prioritise those people who can demonstrate a range of personal qualities and attributes, alongside their professional qualifications.

Further Resources:

• Business Essentials landing page
• What Excel Skills are Employers Looking For?
• What is the Importance of Digital Skills in the Workplace?
• Transferable Skills: What Are They and Why Are They Important?
• Hard Skills in the Workplace

The post Soft Skills in the Workplace appeared first on The Hub | High Speed Training.

It’s important to recognise that leadership differs from management in many ways. The main difference is that leadership is about motivating and encouraging employees, while management is about ensuring tasks are completed as intended.

Whether you are a leader, manager or employee, it’s useful to understand the different types of leadership and how these can shape and change an organisation. This article explains six common leadership styles and the advantages and disadvantages of each, as well as which leadership style is considered the most effective.

What are the Different Styles of Leadership?

There are many different styles of leadership and various theories, with some overlap between these. Leaders frequently adopt a range of leadership styles and an effective leader will understand how to adapt their style depending on the situation. However, they will often have one particular leadership style that they use most of the time. 

We will be covering six common types of leadership here, though there are numerous others:

• Coaching Leadership
• Transformational Leadership
• Servant Leadership
• Democratic Leadership
• Authoritative Leadership
• Autocratic Leadership

Coaching Leadership

Coaching leadership focuses on the needs of the team by identifying the strengths and weaknesses of individual members and the overall team. This provides individuals with direction to work to their strengths and develop themselves in weaker areas. Coaching leaders are committed to getting the best from each individual in their team through clear direction and support. The leader works with individuals to help them to identify their strengths and weaknesses and to understand how they can improve.

The leader must support their team with their development and provide each member with constructive feedback to improve performance. They should encourage the team to consider solutions to problems they encounter by asking prompting questions, rather than the leader making all the decisions. In doing so, team members feel included and listened to and will develop their ability to find solutions themselves.

Advantages of coaching leadership include:

• Objectives are clear and team members understand what is expected of them.
• Team members enjoy working as part of a group towards a shared outcome. 
• Effective communication and collaboration is encouraged.
• Weaknesses are addressed and individuals are supported to improve.
• Team members feel trusted and empowered, resulting in them being motivated and productive.
• Organisations develop talent, creating a skilled workforce.

Disadvantages of coaching leadership include:

• It can be time consuming to successfully implement because it includes one-on-one time with all team members.
• The leader must have the necessary skills and experience. They must be an effective communicator to ensure they deliver feedback in an appropriate way so that team members feel encouraged to improve, rather than criticised and unmotivated.
• Some teams may not want to work together in this way or want this type of leader. Individuals may resist attempts at coaching leadership and be uncooperative which can cause problems for the wider team.

Want to Learn More?

Our Coaching and Mentoring online training course is designed to give you the practical tools and techniques needed to get started with successful coaching and mentoring. We also offer a range of articles on the topic, including How to Develop Coaching and Mentoring Skills and Coaching vs. Mentoring: What’s the Difference?

Back to Top

Transformational Leadership

Transformational leadership is characterised by leaders who take control and influence others through emphasising change and transformation within people and organisations. They engage others by recognising their needs, motivating them to succeed and developing a relationship of trust and participation. This type of leadership involves strong communication to encourage team members to feel invested in a shared vision. As with coaching leadership, there is a focus on people, with each individual’s potential recognised and leaders working with them to achieve this.

Advantages of transformational leadership include:

• The organisation innovates and changes for the better. People are guided by the leader to adapt to change and the challenges that may come with it.
• Team members feel motivated and have a sense of purpose. They understand and believe in a clear vision established by the leader and the part they play in achieving it.
• Individuals are supported to develop and grow professionally, increasing their skills and capabilities.
• Relationships within teams and across organisations are strong due to the trust placed in the leader.
• As a result, performance and productivity often improves.

Disadvantages of transformational leadership include:

• Individuals may experience burnout and feel overworked due to the perceived pressure to perform. If a leader is highly committed to an organisation, team members may feel as though they need to display the same level of commitment by working unreasonable hours.
• Individuals may feel under appreciated if they aren’t motivated or the leader fails to recognise their achievements.
• Some team members may require more structure and support than being led by example.
• Unless the leader provides clarity on the tasks that need to be completed, team members may be confused about responsibilities. This can result in a decrease in productivity.
• Team members may not raise concerns. As transformational leadership involves promoting a shared mindset, issues or different approaches may not be recognised or raised. Individuals may not feel comfortable with raising concerns if these could be interpreted as going against the shared mindset.
• For the leader, maintaining a high level of enthusiasm and engagement can become time-consuming and emotionally draining. 

Back to Top

Servant Leadership

This type of leadership originates from the idea that leaders serve their team. Instead of exercising all power themselves, the servant leader shares this power with others, putting their needs first and supporting them to develop and perform well. The growth and well-being of the team is at the forefront of decisions.

Successful servant leaders must have the ability to listen, empathise and be self-aware. Servant leaders lead by example and are willing to carry out any task that needs doing in order to help their team. They strive to include all team members in decisions, ensuring that everyone feels heard, and make decisions that benefit those involved.

Advantages of servant leadership include:

• Team members are encouraged to be creative and empowered to share their ideas, resulting in more effective processes and greater investment in the organisation.
• It creates strong working relationships within teams and a productive working environment.
• Teams are inspired by the example set by the leader and feel motivated to do their best.
• Communication is effective. Leaders take the time to listen to their team and take action with this in consideration.
• When combined, these advantages establish a people-oriented culture which results in a decrease in employee turnover.

Disadvantages of servant leadership include:

• As the main focus is on ensuring team members are happy and included, leaders may be less demanding which could result in targets not being achieved.
• Some individuals may need a leader who holds them to account in order to work most effectively.
• The leader may be perceived as weak and lacking authority, particularly by those who are used to a more traditional style of leadership.
• For the leader, the role can be time-consuming and require a lot of effort to succeed in.
• Decisions and progress may be slow due to the required input of many people.
• In larger teams or organisations, it’s difficult to have frequent, effective direct contact with every team member.

Back to Top

Democratic Leadership

Democratic leadership is where team members play a participative role in decision-making. The leader makes or approves the final decision, but everyone is encouraged to participate by contributing their opinions during discussions. All team members have the opportunity to share their input, knowing they play an important role in the decision-making process.

As well as overseeing the final decision, the leader must direct and guide the team to ensure that they don’t dedicate time to planning decisions that aren’t feasible and stray from the objective. Leaders should facilitate these conversations and support the team to reach a joint decision.

Advantages of democratic leadership include:

• Individuals are empowered to contribute to the decision-making process and feel engaged. This can increase their job satisfaction.
• Employees have confidence in themselves and their capabilities and aren’t afraid to share their ideas.
• More suggestions are put forward which leads to greater innovation and creativity.
• Teams learn to listen to one another and respect their one another’s valuable input. This creates mutual respect and fosters more effective teamwork.
• Productivity increases when individuals are motivated and involved.

Disadvantages of democratic leadership include:

• Involving more people in decision-making can slow the process down and cause delays.
• If there are differing options within a team, it can be challenging to reach a consensus that everyone is happy with.
• Some members of the group may not have the knowledge required to contribute to decision-making discussions.
• It can be difficult to maintain a clear focus if many different ideas are put forward for discussion. This can lead to confusion unless the leader is able to steer the team in the right direction.
• Leaders have a lot of responsibility which can result in them feeling overwhelmed.
• Team members may become frustrated if a decision is made which they believe isn’t the best option or they don’t feel as though their ideas are given enough consideration.
• Employees may expect to be involved in all decisions. This could lead to conflict if they don’t understand why they aren’t included in some decision-making processes.

Back to Top

Authoritative Leadership

Authoritative leadership is a hands-on style which involves the leader establishing targets and processes and overseeing them to completion. Instead of simply giving orders, they explain their thinking and manage expectations. If successful, an authoritative leader makes quick decisions that deliver effective results.

This type of leader is seen as a mentor who guides and inspires team members and encourages them to follow them to successfully achieve common goals. By getting to know each team member well, the leader can provide them with tailored guidance and support to motivate them to succeed.

Advantages of authoritative leadership include:

• Fewer mistakes are made because the processes and rules are clearly defined by the leader.
• Clear processes and structure improves productivity.
• Leaders can look ahead and present an actionable vision.
• Employees feel motivated to succeed and perform well as a result.
• Difficult decisions can be made quickly without the input of the whole team.
• Team members feel supported and recognised by the leader.
• It’s an effective leadership style if an organisation is undergoing significant change or uncertainty.

Disadvantages of authoritative leadership include:

• There is a risk of leaders micromanaging their team which can cause individuals to feel as though they aren’t trusted or fearful of doing something wrong.
• Leaders may become overbearing, causing teams to disengage with their work and lose enthusiasm for the vision. 
• Extreme pressure may be put on the leader if they have to always be seen as leading by example.
• Failures in projects or processes are the responsibility of the leader who must accept accountability.

Back to Top

Autocratic Leadership

Autocratic leadership, also known as authoritarian, follows a top-down approach to decision-making processes. The leader makes decisions based on their thoughts and ideas, with limited involvement from others in the organisation. It is expected that team members will follow instructions given to them by the autocratic leader and there is limited room for discussion. Power is held by the leader and isn’t distributed in any way to the team members.

This type of leadership is used less frequently in organisations today, though it may be suitable in some situations. For example, if a critical decision needs to be made immediately.

Advantages of autocratic leadership include:

• Team members are given clear instructions and understand how to complete tasks.
• Results are delivered on time and to a high standard. 
• Work environments are highly structured with everyone knowing what is expected of them and others.
• For team members, pressure can be relieved in stressful situations.
• The leader provides clear direction to the organisation.

Disadvantages of autocratic leadership include:

• Team members are discouraged from sharing their ideas and lack a voice in decisions.
• Morale can be low across the team and wider organisation. Some may be fearful about speaking out about poor leadership practices.
• Creativity and innovation are suppressed. Individuals can feel as though they aren’t valued or able to grow professionally. New perspectives and ideas which could hugely benefit the business aren’t shared.
• The leader may be under immense pressure as they feel responsible for everything.
• There may be tension and conflict in the workplace. 
• Morale can be low. If team members don’t feel satisfied at work, they may disengage and underperform, or seek employment elsewhere.

What is the Best Leadership Style?

Research by Kurt Lewin and his team in 1939 established three core leadership styles – autocratic (authoritarian), democratic (participative) and delegative (laissez-faire). Lewin’s study identified democratic leadership as typically the most effective leadership style. Democratic leaders encourage input from team members, while giving guidance and having the final say in decisions. This empowers and encourages team members to contribute creative ideas and play a key part in processes, often resulting in individuals with higher job satisfaction.

Today, most theorists argue that it’s important to recognise that there isn’t one leadership style that works the best in all organisations and situations. Instead, a strong leader will know how to adapt their leadership style accordingly and incorporate different skills to ensure the best outcome for the team and task. This is called ‘situational leadership’. Situational leaders are able to identify and meet individual needs, adapt between different leadership styles successfully, gain their teams’ trust, analyse problems and guide towards a solution and know how to support individuals with feedback.

However, in some environments, a certain type of leadership style will likely be more successful than others. If you work as a teacher in a school, you may find that transformational leadership style is the most well-received. Using this style, you can encourage and inspire your students to achieve their full potential. While, for army conflicts, an autocratic leader may be the most appropriate type to relieve pressure in stressful situations.

To find out which leadership style you should adopt, you need to consider what you want to achieve and the organisational circumstances in which you operate within. You should also consider your personality and how you currently lead teams. With this in mind, you could determine which leadership style you currently use and what you want to change and improve on. As there are numerous leadership styles and none are superior, you can experiment and see which delivers the best results for you, your team and your organisation.

Recognising which leadership style is right for you will enable you to develop your skills further and become the most effective leader possible. You must understand which style is appropriate and actively seek out constructive feedback from those you lead to understand what works well and how you could improve. As well as providing successes for the organisation, effective leaders develop and improve their teams to achieve their potential too.

Further Resources:

• Leadership & Management Training Online Course
• Leadership and Management Quiz
• 10 Development Areas for Managers
• How to Deliver Effective Feedback in the Workplace
• How to Motivate a Team
• Leadership in Nursing: Importance and Leadership Styles
• A Guide to 360 Degree Feedback: Free Template

The post 6 Types of Leadership: Which Leadership Style is Right For Me? appeared first on The Hub | High Speed Training.

In this article, we will explain some of the reasons why employees should return to the office, suggest some advice on how to encourage your workforce to return to non-remote work, and provide tips for employees heading back to the office to ensure a smooth transition.

Why Should Employees Return to the Office?

Although there were a myriad of studies released during the coronavirus pandemic that sang the praises of remote or hybrid work, suggesting that this form of working created happier, more productive employees, newer research from today’s post-pandemic world is starting to demonstrate that the opposite may actually be true. 

Whilst immediate results of changing to a more remote form of working may have seemed positive, we’re now starting to see the more long-term effects which paint an altogether different picture. To get a glimpse of how employees felt about home-working during the pandemic, read our article on the challenges and benefits of working from home, here.

Does Working from Home Decrease Productivity?

As we’ve had time to collect and monitor data from employees working from home over the past few years, more accurate insights into their productivity are now coming forth, and these show some interesting results. 

One example of this is a working paper published by two doctoral students from Harvard who, during 2020, found an 8% increase in the number of calls handled per hour by employees of an online retailer that had made the move to home working. Upon revising their study with more precise data in 2023, however, they found that this initial increase had actually become a 4% decline in productivity, with fewer calls being answered than in the office as well as lower quality interactions. So, what factors of remote working contribute most to this loss in productivity? 

Less Efficient Communication

We’ve all gotten used to dealing with the complexities of virtual meetings, and whilst it can seem nice to interact with colleagues among their pets and plants, with their favourite mug in hand, there’s no denying that speaking through a screen and at the mercy of your internet connection has its difficulties. 

Remote work strips colleague communication of the subtle non-verbal cues and natural flow of discussion that makes up the bulk of normal conversation. In fact, inevitable time lags and the inability to hear multiple people talk at once on virtual calls, makes truly effective collaboration nigh on impossible.

Difficulty Building and Maintaining Professional Relationships 

As well as decreasing the efficiency of communication, home working removes any spontaneity from workplace conversations. Whereas in an office it’s common to overhear and jump into conversations on impulse, remote conversations are mainly meticulously planned and are invite only. This makes it difficult to build solid professional relationships, as communication with employees outside of your team becomes sporadic if not scheduled in. Additionally, online meetings with strict agendas restrict the personal aspects of conversation that can help to build and strengthen workplace relationships. 

Inhibition of Innovation

Whilst online work inhibits relationship-building, it can prevent employees from being truly innovative. This is due to a restriction in focus, a key element of innovation. Constant work notifications, such as messages on slack, and distractions from family at home can make it hard to truly focus on one task and get the creative juices flowing. Without innovation, however, employees can feel like they’re running in circles and lacking in motivation. 

Decrease in Mental Health

The common consensus is that remote working has improved mental health by restoring workers’ work-life balance and giving employees more time to get outside, spend time with family, and exercise. In many cases, however, this may not be the reality. To start with, blurring the lines between work and home can make it difficult for many employees to ‘switch-off’. This lack of boundaries has been found to increase stress in home workers, with one study finding that 41% of remote workers felt stressed compared to only 25% of those continuing to work from an office.

Furthermore, it can be isolating to work from home in comparison to an office filled with people to communicate and connect with daily. As a result, remote working can increase feelings of loneliness, which can considerably impact mental health. 

Slower Development 

It’s generally agreed that regular feedback and advice is essential for growth and development, but home-workers are shown to receive significantly less feedback than those in offices. As a result, those working remotely are likely to progress in their professional development far slower. 

One recent study found that remote workers spend 25% less time on career development than their office counterparts. It’s also been noted that many skills, particularly soft skills such as leadership, are mainly learnt through observation. With home-workers being isolated from their colleagues, they’re less able to learn from their peers. 

How to Encourage Employees to Return to the Office

Although there are disadvantages to remote working, 82% of people say that they prefer working from home to going back to the office. Therefore, it’s evident that employees may need to be provided with motivation to return. 

Ultimately, many workers are reluctant to return to the office as they’re worried it’ll mean giving up the perks of remote working. Encouraging employees to return to the office is therefore mainly a case of outlining the benefits of an office environment, and adapting your workplace so that it proves a worthy rival to people’s own homes. 

Communicate Clearly and Honestly

Firstly, it’s essential to clearly communicate why you’d like employees to return to the office. Transparency is key to employee engagement, and therefore being totally honest about your reasons for making this change is likely to receive the best response. 

Use Factual Evidence and Statistics

As the quote goes, ‘you can’t argue with facts’. Using hard evidence for asking employees to return to the office will strengthen your case, particularly if some of your statistics are taken from your employees themselves; Why not create a survey for employees to complete and use the results in your line of reasoning. 

For example, being able to firmly declare that ‘X% of our team has shared that they feel lonely at home’, or that ‘X% of our team find collaboration easier in the office’ makes a compelling argument for returning to non-remote work. Including your employees’ own opinions within your decision will also help them to feel involved, rather than merely instructed. To find other methods of effectively motivating your team, read our article here.

Introduce New Benefits

Understandably, employees may be reluctant to give up the benefits of home-working without receiving any compensation or alternative advantages. Introducing new benefits such as a transportation or child care stipend may help to make office work more manageable for those who have gotten used to saving money in these areas by working from home. 

Additionally, creating new ways to make the office more enticing, such as social events, provided lunches or pet-friendly areas, may incentivise more workers to swap the perks of home-work for those of being in the office. Introducing regular team-building activities will help to strengthen bonds within teams and help to create a company culture that your employees want to experience in-person daily. You can find some ideas for team building activities which could help to incentivise employees in our article, here.

Optimise Your Office Space 

Returning to working in a closed office cubicle isn’t going to be an exciting prospect for anyone. Instead, to encourage employees to return to the office, it’s a good idea to ensure it’s an inviting space that people want to be in. 

Consider redesigning your office to maximise both productivity and fun. One idea is to separate your office into different areas designed specifically for various activities. For example, having designated deep-work sections, huddle areas, standing desks, social areas including games and comfy seating, and more. 

Create a Hybrid Work Schedule 

Asking every employee to immediately return to the office full time may be a difficult transition for many. Instead, try to phase in a return to the office and offer structured flexibility for those that need it. 

You could try a hot-desking system where employees sign up to work in the office on certain days, can book office space, and see which other employees will also be in the office at the same time as them. This encourages teams to coordinate their office time to get the benefits of collaboration and team-building on office days, whilst also reaping the benefits of sometimes still working from home.

Tips for Returning to the Office

It’s important to remember that returning to the office will seem like a big change for some, particularly as some newer employees may never have worked in an office environment before. With this in mind, here are a few tips for ensuring everyone is prepared to return to the workplace and are comfortable when doing so. 

Ease into the New Routine

Having to commute to an office involves more time management and preparation than having your workspace within your home. As such, it’s important to consider the extra time it will take to commute to work once you return to the office and slowly adapt to waking up earlier so that it’s not a shock to the system when you have to suddenly factor that extra time into your day. 

Additionally, it’s important to think about mealtimes at the office, as you may not have a full kitchen and your favourite ingredients readily available there as you would at home. It may be wise to plan what you will pack for your lunches and do some food preparation at the start of the week to avoid this becoming an added stress in your day.

Decorate Your Workspace

It’s easier to work in a space that you feel comfortable in, so don’t be shy in decorating your desk within the office to really make it your own. Bringing in a few home comforts such as plants and photos can help to make your workspace feel more joyous and motivational, and make the transition between working from home and at the office less of a leap.

Take Enough Rest Breaks

It can feel intimidating to take regular breaks whilst working in an office, as you’re constantly surrounded by other people who seem hard at work. But taking frequent breaks to relax and stretch your legs is just as vital in the office as it is at home, if not more so. 

To learn more about the importance of rest breaks and the regulations surrounding them in the workplace, read our article here. For employers, it’s essential to ensure that the office break room has everything that employees will need, such as comfortable seating and facilities to make drinks or snacks. 

Learn Methods to Help Manage Stress and Anxiety

Change is always scary, and therefore making the move back into the workplace from home-working may create or compound feelings of stress and anxiety. Although these feelings may seem overwhelming or unmanageable, there are a number of methods you can try to help deal with these emotions and avoid them from impacting your daily life. 

Want to Learn More?

To discover some suggested ways of dealing with difficult emotions, read our articles on coping with stress or anxiety at work. Additionally, you can discover more ways to promote positive mental health in the workplace, here.

One of the major downsides of remote working is that it restricts effective communication. If you’re making a return to office work, now is your chance to make the most of being able to discuss things face to face with your colleagues at any time. Getting to know the other employees in your company and widening your network of support will only enrich your working experience, make coming to work more enjoyable, and provide further opportunities for growth and development. 

If you have any concerns about returning to the office or have any suggestions for how to improve the workspace, you should voice these to the relevant person so that they can get resolved as soon as possible. 

There are many merits of working from an office that, if we’re being honest, just can’t be properly replicated when working remotely. As such, it’s time to start thinking about encouraging employees to return to the office. It’s important to do this correctly though, and ensure that employees are motivated and can benefit from this change. Remember, an immediate return to office-work full time may be infeasible for some, so consider taking a soft approach such as implementing hybrid or flexible working schemes. 

Further Resources:

• Weekly Working From Home Structure: Free Schedule Template
• Health & Safety For Home Workers
• How to Motivate a Team
• Business Essentials Courses

The post How to Get Employees Excited About Returning to the Office appeared first on The Hub | High Speed Training.

• Personal Development Courses
• Using Key Phrases in Performance Reviews & Appraisals
• Communication Skills Training
• Negotiation Skills Quiz
• Minute Taking Quiz 
• How to Start a Presentation for an Interview
• How to Write a Business Letter & Envelope

The post Communication Skills Quiz appeared first on The Hub | High Speed Training.

In this article, we will explain what ataxia is and the different types and causes. We will also cover different prevention and treatment options, as well as providing guidance on supporting individuals with ataxia in the workplace.

What is Ataxia?

Ataxia can affect any part of the body and can cause difficulties with walking, talking, swallowing, vision and tasks that require control, such as writing. 

Ataxia is a condition in itself. However, it is also a symptom of certain diseases, such as a stroke, a tumour or multiple sclerosis. It is very common for people to experience ataxia as a symptom of another illness or condition, but much less common for people to have ataxia as a condition. 

Anyone can have ataxia, therefore it is important that everyone has an awareness of what it is. This is especially important for employers who may need to make adjustments in the workplace to ensure all employees with ataxia are fully supported. 

Looking to learn more?

Our Disability Awareness Training course is suitable for employers wanting to learn about different types of disabilities, how they can impact people’s work and how to make a more inclusive workplace.

There are a number of different causes of ataxia. Some types of ataxia are inherited, such as spinocerebellar, others are due to brain damage or drug side effects. 

Causes of Ataxia

Ataxia can develop over time or come on suddenly and there are many different causes. It usually results from damage to part of the brain called the cerebellum, which is located at the base of the brain and is connected to the brain stem. This part of the brain helps control balance, eye movements, swallowing and speech. Ataxia can also be caused by damage to other parts of the nervous system, such as the spine. 

Causes of ataxia can be split into three categories, they are:

Acquired causes

These include:

• Long-term excessive alcohol intake.
• Medication side effects, such as sedatives and some antiepileptic drugs. 
• Exposure to toxins, such as paint thinner or mercury. 
• Vitamin deficiencies, particularly low vitamin E, B-1 and B-12. 
• Thyroid problems.
• A stroke.
• Multiple sclerosis.
• Autoimmune diseases, such as celiac disease.
• Infections such as chickenpox, HIV or COVID-19. 
• Brain abnormalities.
• Head trauma.
• Cerebral palsy.
• Degenerative brain conditions, such as Parkinson’s disease. 
• Fatigue and stress. 

Degenerative causes

This means causes or conditions that progressively get worse, or decline over time and often refers to loss of function. One example is multiple system atrophy, which is a rare condition that causes damage to the nerve cells in the brain and affects adults around the age of 50. 

Hereditary causes

Some types of ataxia are hereditary, meaning they are passed down from biological parents. Certain genes cause different types of ataxia and you can inherit these genes from one or both parents. 

The various causes that you can see above can lead to different types of ataxia depending on where the individual is affected, for example, their senses or balance.

What are the Different Types of Ataxia?

There are three main types of ataxia, they are:

Cerebellar 

This happens because of a problem in the cerebellum, a part of your brain that manages how different parts of the brain work together.

Sensory 

This disrupts your “self-positioning” sense, which lets your brain track where each body part is. For example, this is how you know where your hands and feet are, even if you can’t see them (such as with your eyes closed or in a dark room). Sensory ataxia disrupts this. 

Vestibular 

This involves a problem with your inner ears, which are needed to help you maintain your sense of balance. If your sense of balance is disrupted, it’s hard to coordinate how you move. 

Other types of ataxia include:

• Episodic ataxia.
• Spinocerebellar.
• Ataxia – telangiectasia. 
• Friedriech’s ataxia. 

Symptoms of Ataxia

Ataxia can develop over time or come on suddenly and can cause many different symptoms. Any part of the body can be affected, but people with ataxia usually experience the following:

• Poor coordination.
• Unsteady walking.
• Poor balance.
• Difficulty with fine motor tasks such as eating, writing or fastening buttons.
• Changes in speech.
• Involuntary eye movements.
• Difficulty swallowing. 
• Problems with vision. 

The exact symptoms and their severity depends on the type of ataxia the person has. For example, people with Friedriech’s ataxia will commonly experience slurred, slow and unclear speech. 

When it comes to treating ataxia, there are a couple of things you can do. One option is to treat the underlying cause. For example, those that have ataxia due to a vitamin deficiency can take supplements, or those with ataxia caused by infection can take medication, such as antibiotics. 

However, if the ataxia is caused by brain damage, hereditary causes or degenerative causes, it is not possible to treat the underlying cause. Instead, there are ways to control the symptoms. Some ways of doing this can include:

• Speech and language therapy to help with slurred speech and swallowing.
• Occupational therapy for support with a loss of mobility, for example teaching you how to use a wheelchair.
• Physiotherapy can help with preventing your muscles from weakening or getting stuck in one position. 
• Various medications to help with eye problems, bladder problems and nerve pain.

As well as treating ataxia, in some cases it can be prevented altogether. Preventative measures include:

• Drinking alcohol in moderation, or not at all. 
• Wearing helmets and the necessary safety equipment to avoid concussions and traumatic brain injuries. 
• Prioritising rest and managing stress levels to avoid fatigue-related ataxia.
• Treating infections as early as possible, such as ear infections, before they affect your nervous system. 
• Maintaining a healthy weight and diet to reduce the risk of stroke or heart disease. 
• Eating a healthy, balanced diet to ensure you’re getting all the necessary vitamins and nutrients. 

How to Accommodate Ataxia in the Workplace

It can be hard to manage the symptoms of ataxia alongside the stress of a job. However, for some people, working is highly important for their mental and physical wellbeing. Consequently, it is important for people with ataxia to have access to fair employment and reasonable adjustments made where necessary. 

There are certain considerations that should be made in the workplace to ensure people with ataxia are fully supported, they include:

• Considering the limitations facing the employee, such as struggling with writing. 
• How do the limitations affect the employee and their job performance?
• Which specific tasks are affected?
• What adjustments can be made to help and support the employee?
• What resources are currently used to help the employee?  
• How effective are the current adjustments and resources that are being used? 
• Do employees need ataxia awareness training? 

Symptoms of ataxia can make working in many environments difficult. However, it is important to remember that people with all types of disabilities share the same rights as other job-seekers and employees. It is therefore important that employers follow the rules which include all aspects of employment from recruitment to termination.

Looking to learn more?

Our Equality and Diversity Training explains the law in regards to preventing discrimination and harassment, and giving everyone the same opportunities whoever and wherever they might be.

Having a job has a multitude of social and psychological benefits and helps people to feel a sense of purpose. Therefore, it is crucial that people with ataxia are fully supported in the workplace. 

Ataxia is the term for a group of disorders that affect coordination, balance and speech. It has many different causes, including genetics, brain trauma and vitamin deficiencies. There are also different types of ataxia, which affects the symptoms the person will experience. Employers should make reasonable adjustments in the workplace to ensure that all employees with ataxia are fully supported in their work.

Further Resources

• Equality and Diversity Training Course 
• How to Support Hidden Disabilities in the Workplace 
• Workplace Adjustments for People with Disabilities: Employer Responsibilities 

The post How to Accommodate Ataxia in the Workplace appeared first on The Hub | High Speed Training.

What is Retail Customer Service?

Retail customer service is about providing customers with relevant (and timely) assistance, to help them solve their problems and to meet their needs and expectations. There are various types of retail environments to which retail customer service applies, including physical premises like supermarkets, newsagents and chemists, as well as countless online retail spaces, apps and websites. It also applies to sales environments where phone lines alone are used to interact with customers, such as warehouses, catalogues or wholesalers.

There are many ways in which you may interact with a customer, including:

• Customer-facing roles where you interact with someone in-person, such as over a counter in a shop.
• Interactions with someone over the phone, such as in a customer advisor role or taking phone orders.
• Responding in writing to customer emails or letters.
• Written interactions with a customer via social media posts or a live chat facility.

Exemplary retail customer service involves resourcefulness, initiative and strong people skills – as highlighted in our article on transferable skills – as you’re often required to think on your feet to maintain high levels of customer service. What’s perhaps most important, however, is providing a seamless experience – caring for your customer before, during and after the sale to ensure their expectations are always met at all times, without exceptions.

What is the Importance of Customer Service in Retail?

Commendable customer service brings benefits to everyone involved in the transaction, including you, your customer and your business, making it something that shouldn’t be ignored. Furthermore, many consumers often cite high levels of customer service as a reason why they would favour one company over another, or even pay more for the product or service on offer.

The overall customer experience plays a key role in determining whether shoppers will return to your business – or take their money elsewhere. In fact, excellent customer service in retail is no longer seen as an added bonus for many customers; rather, it’s something they expect. So much so that, 9 out of 10 consumers go so far as to say that they would pay more to ensure excellent customer service from a company.

The most recent UK Customer Satisfaction Index (UKCSI) shows that organisations in any industry have the ability to provide exceptional customer service. A few examples of UK businesses proven to provide good customer service are as follows:

• Pets at Home – a popular retail company that puts customers at the centre of its strategy. It does that by offering a VIP Club for customers with special offers, the convenient option to click and collect orders the next day, and a vast range of knowledgeable and trustworthy online articles to help customers care for their pets.
• First Direct – an online bank that focuses on customer trust, retention and recommendation. Joe Gordon, Head of First Direct, said, ‘First Direct fundamentally believes speed, ease and consistency are key when it comes to providing an exceptional customer experience.’
• Jet2 Holidays – prides itself on ‘continued investment into customer service and delivering our family-friendly formula.’ They achieve this by investing in their call centres which have industry-leading response times, offering a free 24/7 emergency helpline for customers, hiring more staff in the UK and abroad to assist customers, and investing heavily in their website to ensure the customer booking experience is easy and fast.

It’s clear that if you provide good customer service in retail, the customer is more likely to shop at your business again and also recommend you to their friends and family, or leave a positive review online. This word-of-mouth recommendation is vital in today’s retail world, where shoppers often rely on reviews and testimonials from other customers before they make a purchase.

Looking to Learn More?

Our Retail Customer Service Training Course ensures that retail staff are constantly and consistently achieving and exceeding their customer’s needs and expectations. You could also take a look at our Customer Service Training Course.

How to Improve Customer Service in Retail: Our Top 10 Tips

Looking for some examples of good customer service skills in retail? The following actionable tips and advice will help you to improve the customer service you offer, whether it’s in-person, over the phone or online:

1. Always offer a friendly face (or avatar)

Remember to greet customers with a smile and a friendly hello when they enter your retail premises and say thank you and goodbye to them when they leave. If you’re talking on the phone, smile whilst you’re speaking, and on social media or live chat try to be personable and not corporate – or worse, scripted. Furthermore, ensure you’re looking presentable if you’re meeting customers in person: polish your shoes, iron your clothes and brush your hair. Obvious, maybe, but essential for a good first impression.

2. Be available, all the time

Our instant, on-demand lifestyle means customers expect answers to their queries and problems quickly, if not immediately, and at any time of day or night. For retailers, this can be a challenge, especially if you only work 9-5. Having a social media page or a live chat facility that’s monitored as close to 24/7 as possible will help – could you take it in turns to check your company Facebook page on an evening, to ensure comments and questions don’t go unanswered?

3. Know your product, service and company inside out

Just as customers expect you to be there 24/7, they also expect you to know everything. There’s nothing more frustrating than having a question about a product and being unable to obtain an answer. In most cases like this, the customer will simply remove the item from their basket and take their business elsewhere. That’s not to say you literally have to know it all but you should have a comprehensive knowledge of what you’re selling. If it’s something you can’t answer straight away, or need to go away and look into or fix, then it’s vital that you keep the customer in the loop about what’s happening. The customer will tolerate a longer wait time if they’re kept informed. If they’re not, they’ll abandon the transaction and head elsewhere.

4. Avoid being negative

You might not know the answer, you might be having a bad day or the customer might clearly be wrong, but it’s part of your role in customer service to keep these less-than-positive thoughts to yourself. If you have to say no to a customer, phrase it politely and positively: “I’m sorry you’re unhappy and I’m not sure of the answer myself, but give me one moment and I’ll do my best to find out for you.” If the customer service you provide is worded negatively, rudely or unhelpfully, you can guarantee the customer will tell their friends or leave a bad review about your business online, and bad reviews can spread like wildfire.

5. Fix problems and issues, immediately

People complain because they haven’t had their needs or expectations met and, in today’s world of review sites, direct messaging and social media posts, it’s unlikely that the issue will go unseen or unheard. Therefore, it’s important that your organisation makes it easy for people to complain – if it’s hard, the customer will only get more annoyed. To ensure the customer service you provide is exemplary, a speedy response is also vital – don’t leave people hanging for days, they’ll only get more frustrated – and professional in tone. Be mindful of what you say in response to complaining customers, especially if it’s in the public arena and visible to the whole internet. This means being polite, apologetic and helpful, just as you would if you were dealing with a customer in-person.

6. Remember your regulars

People love to be remembered. It makes them feel unique, cared for and valued as a customer. If a customer you’ve seen before enters your retail premises, greet them by name if you know it or simply welcome them back – they’ll be delighted you’ve remembered them. If your retail space is online, then make use of personalised email communications that use customers’ names at the start of them. This makes your emails or messages feel more human and less robotic. It can also be impressive to a customer if you can quickly recall details from past conversations – most live chat software will capture data from previous interactions that you can use.

7. Good manners cost nothing

First impressions play a significant role in good customer service in retail. Being polite, saying please and thank you, being respectful and smiling are small gestures but they all add up. Remember to always keep the focus on the customer too – don’t be distracted by chatty colleagues, your phone or your pile of stock. Give the customer your full attention and your business will reap the rewards. 

8. Stop, look, listen

It doesn’t matter what you’re doing – stocking shelves, writing an email or catching up with a colleague – your number one priority is to listen to your customers. This doesn’t mean half listening to their query whilst you formulate the perfect answer in your head, nor does it mean getting ahead and saving some time by copying and pasting a stock response into an email ready to hit send. Listening means being patient, giving the customer time to speak without jumping in and ensuring you understand everything they’ve said before responding. How often can you say you’ve truly listened to what someone’s had to say before interrupting with your own thoughts on the situation? Have you ever preempted what someone is going to say and then replied with the wrong information because you’ve not waited to hear the whole story? This is called active listening.

9. Let the customer help themselves

Many people (especially us Brits) prefer to try and solve their own problem before asking for help, so empower customers to help themselves by giving them information upfront. For example, clearly display things like return policies, postage costs, payment options, shop locations and opening hours, etc. on your website. Similarly, it’s a good idea to curate a frequently asked questions list to encourage self-service and reduce the amount of time spent answering the same queries. Empowering your customers in this way means you can focus on providing excellent customer service in other areas of your business where the time is better spent.

10. Don’t forget about the internet

Often, the feedback you receive from a customer will be in the form of a review online, whether on a social media page, a reviews website, an online forum, a local listings page or a comments section on your company website. If you work in a bricks-and-mortar retail premises then it can sometimes be easy to forget about your online presence, but a negative comment on the internet can be highly damaging to your business’s reputation. Responding quickly to these online reviews shows your customers that they are the most important aspect of your business. Be empathetic and understanding – never use a copy-and-paste stock response – and do what you can to help. Although you might want to move the conversation offline or into private emails, it’s important to respond publicly as this is a great opportunity to show others just how much you value your customers and the effort you’ll put into fixing issues.

Further Resources:

• How to Improve Active Listening in Communication
• Transferable Skills: What Are They and Why Are They Important?
• Customer Complaints in Hospitality – From Our Very Own Experts
• How to Promote Equality and Diversity in Customer Service
• Complaint Handling Quiz
• Retail Customer Service Training Course

The post What Defines Good Customer Service in Retail? appeared first on The Hub | High Speed Training.