Emotional Intelligence - HR Consultancy and Organisational Development Specialists

Leadership: Get to know people’s backstory

October 25, 2024December 6, 2025Michelle L. McDonald

The advice I often give my leadership colleagues is that their Direct Reports have had life experiences that have shaped the way they think and behave, and they should not…Continue readingLeadership: Get to know people’s backstory

Emotional Intelligence Performance Productivity Service Excellence

Redundancies…will you survive the cut?

September 25, 2024September 25, 2024Michelle L. McDonald

The news that a large call centre in Jamaica closed two of their locations led me to ask readers this question. Companies undergo a redundancy exercise for many reasons. Whatever…Continue readingRedundancies…will you survive the cut?

Emotional Intelligence Engagement Mental health Motivation Wellbeing

“What about you? How are YOU?”

October 4, 2022September 24, 2024Michelle L. McDonald

One day, I was speaking by telephone to a group of team members based at another location, who had called to ask me a question. After I had answered, I…Continue reading“What about you? How are YOU?”

Bank Caribbean Customer Service Emotional Intelligence Grenada Jamaica Service Excellence Skills Training

Service requires empathy…..and patience!

February 16, 2019December 7, 2025Michelle L. McDonald

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed…Continue readingService requires empathy…..and patience!