donovan training associates

How do I know if I am Emotionally Intelligent?

Let’s start at the beginning. What exactly is Emotional Intelligence?

Well, Emotional Intelligence (EI), or emotional quotient (EQ) is generally described as an individual’s ability to recognise and discern between feelings and behaviours.

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Five things to avoid when having a difficult conversation

If you are a parent, the chances are that you have experienced having one or two difficult conversations.

If you are in a long term relationship, the chances are that you have been involved in a difficult conversation. Naturally however, this was never your fault!

If you have ever had the privilege of managing somebody for a while, the chances are that you have had to have a difficult conversation with a member of your team.

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Train the Trainer - Tips for Delivering Memorable Workshops

75 Board Room2I’m sure that most of us will have attended at least one workshop where we have quickly realised that we are about to lose hours of our life that we will never see again. There will be some of you reading this article who deliver workshops on a regular basis, who will no doubt be astute at identifying those in the room who either don’t want to be there, or genuinely don’t know why they were asked to attend. 

With this in mind, we thought it would be useful to look at some tips that will help you to deliver some memorable workshops for the right reasons!

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Customer Relationship Management – From Courting to Convergence

Love Marriage Ring

As we all know, successful businesses are built around solid relationships and therefore your approach to good customer relationships is key in having an edge over your competitors. When was the last time you received service that was so mind blowing that you felt compelled to put pen to paper and write a letter of thanks?  

Sadly this is all too rare these days and expectations of what good service looks like have certainly increased over the years- and rightly so.  But what of the customer relationship beyond the initial transaction and how it develops from there?

Marketing analysts Jim Sterne and Matt Cutler looked at this relationship and broke the customer life cycle into five steps: 

1. Reach     2. Acquisition     3. Conversion     4. Retention     5. Loyalty

Basically, if you can gain a potential customer’s attention, display your offering, secure the deal and keep them as a customer, this will then help to encourage future potential and happy customers.

Let’s consider the customer relationship from the context of a romantic relationship.  Nothing too mushy, honest, so go with us on this one…

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