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Week 67 Topic: Managing Change

Lauren joins me for two milestones: the 200th episode of the podcast, and my birthday! It’s always an interesting chat with Lauren, and her academic background in human genetics and social behaviours.  Here, she brings her expertise to bear in helping us manage change. Always hard, Lauren brings advice on making it easier.

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Week 67 Topic: Managing Change

Josh talks about thee easy bits and the challenges in dealing with any change, and how sometimes, the key is in a team that trusts and supports each other.

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Week 67 Topic: Managing Change

Adela Bodor joins me for the first time, and from a space I’ve never ventured into beyond the building site: cement! Her organisation has undergone significant transformation over the last few years, and here she talks to me about the changing shape of support and different demands placed on her team. 

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Week 67 Topic: Managing Change

Natalie and I are both of the similar mindset that sometimes you just have to ‘do’ the change, rather than get caught up in it too much, and thereby risk being stuck.

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Week 67 Topic: Managing Change

Lauren, a previous panelist, returns to the podcast for our first one-to-one chat, where we pick up our conversation on managing change. Lauren believes that providing training on this difficult aspect of leadership shouldn’t be a single course or workshop. 

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Week 66 Topic: The Perfect Support Email

Leslie O’Flahavan is a get-to-the point writer and an experienced, versatile writing instructor. E-WRITE owner since 1996, Leslie has been writing content and teaching customised writing courses for Fortune 500 companies, government agencies, and non-profit organisations. Leslie helps the most stubborn, inexperienced, or word-phobic employees at your organisation improve their writing skills, so they can do their jobs better. As a result of her work, Leslie’s clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk.

Leslie is a LinkedIn Learning author of six writing courses on topics including writing for social media; live chat and text; plain language; and technical writing.

We cover everything from hiring for good written communication skills, to coaching for them in our team. 

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Week 66 Topic: The Perfect Support Email

Craig and I wonder whether the perfect email exists, or whether we are just at the whim of the mood of the recipient. How close to ‘perfect’ can we get without knowing the customer context?

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Week 66 Topic: The Perfect Support Email

Nick Zeisler believes we should take on the stress of our customers, in all our communications. Everything is recovery, down to the micro communications that are happening every day in Support.

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Week 66 Topic: The Perfect Support Email

Stacy believes that the key to the Perfect Support Email is the ‘hook’ that engenders the trust of the customer. It’s about understanding the customer and building their belief that you can solve their problem.

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Week 66 Topic: The Perfect Support Email

Ethan Walfish is a former panelist (take a listen to our discussion on Support Leadership 2.0 back in episode 105), and joins me today to discuss that most convenient and most misused communication - email! How do we approach getting this ‘just right’. Ethan believes there are 6 distinct elements to the perfect email, and takes me through them step-by-step.

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