Just You launches travel trade solo experience

Just You launches travel trade solo experience

Friday, 21 October 2016 14:00

Just You h...

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Oceania Cruises reduces single supplement fares

Oceania Cruises reduces single supplemen…

Tuesday, 18 October 2016 14:02

Oceania Cruises has launched a reduced single supplement promotion for solo travellers, with guests offered single supplements fares from 25% on seven itineraries, booked before December 31.

Mall of America welcomes arrival of MythBusters

Mall of America welcomes arrival of Myth…

Tuesday, 18 October 2016 14:00

Running throughout autumn until January 15, 2017, visitors can ignite their curiosity and discover whether they can really huff and puff to blow a house down; if running in the...

Emirates to launch new daily service to Fort Lauderdale

Emirates to launch new daily service to …

Monday, 17 October 2016 11:00

Emirates has announced that it will launch a daily service between Dubai and Fort Lauderdale-Hollywood International Airport, on December 15, serving the South Florida area, including Fort Lauderdale, Miami and...

New tours in UK & Europe from Back-Roads Touring

New tours in UK & Europe from Back-R…

Monday, 17 October 2016 08:42

Small group tour specialist Back-Roads Touring has launched its summer 2017 brochure to reveal a unique line up of new itineraries in Switzerland, Scandinavia, the Baltics, France, Iberia and Russia.

Star studded cruise line up from CMV in 2017

Star studded cruise line up from CMV in …

Friday, 14 October 2016 10:16

Cruise & Maritime Voyages has announced five star-studded cruises for 2017 following the arrival of its new main brochure.

Non-stop flights to Manchester from SIA

Non-stop flights to Manchester from SIA

Friday, 14 October 2016 10:11

Singapore Airlines will fly non-stop between Singapore and Manchester from October 30 as part of its northern winter schedule.

One of the drawbacks of my profession is that I am frequently consulted when things go wrong. When companies, such as yours, realise that they have a problem, which may have resulted in a client complaint or grievance and disciplinary procedures. The next thought process is that “our people need training” to ensure our customers are satisfied and our working relationships are more positive. But is that the logical next step? I believe not. You can’t always throw a training solution at an organisational or management deficiency. Let me tell you why.

Choosing your evaluation time

The time to evaluate your company’s performance is when things are going well. When you have repeat customers, and high levels of satisfaction. That is the time to focus on your structure, skills, systems and procedures. What are your strengths? What are you doing right? How can you ensure its continuity? What are you doing about identifying and developing new talents?

In my experience, employers tend to leave well alone when business is booming. They assume that if things are going well, then that will somehow continue. They do not consider the reasons for their success. They avoid thinking of risk factors. They think “if it ain’t broke, don’t fix it”. People of my profession are then consulted to resolve a problem. We listen to the negative reports. What is going wrong. What your clients have complained about. The tensions or squabbles between staff. Of inadequate leadership, management deficiencies and stress levels rising.

Sometimes, this first meeting between myself and a client almost leads me down the pit of despondency. It all sound so awful, I wonder how on earth I could usefully intervene. The account of the situation makes me think that all is doom and gloom and I find myself struggling to stay afloat, much like a whirlpool pulls the hapless swimmer into its core. That is why I am such a proponent of Solution Focussed interventions.

The difference between the two approaches is significant:

Problem talk:

• What’s wrong with what you are doing?
• Why are you doing so badly?
• What is the main cause of your difficulty?
• Whose fault is it?
• What are other others things that make it hard?
• Why will it be difficult for you to do any better?
• What are the barriers in your way?

Solutions Talk:

• What are you aiming to achieve?
• How will you know when we have achieved it?
• What has worked really well in the past?
• What skills and resources do you have right now?
• What will be the first signs that you are getting better?
• Who else will notice this improvement?
• What will they notice?

Essentially, one focus embroils us deeper into the problem and one focuses our attention on what our ideal solution will be. One will analyse the problem. One will look at the required outcome. As a previous quality control analyst, I found this concept initially hard to accept. After all, we are told that what can’t be measured, can’t be improved. I grappled with:

• How can we resolve a problem if we haven’t analyzed it?
• How do we put measures into place to avoid recurrence if we don’t understand what has gone wrong in the first place?

Solution Focussing

But there is some truth in the concept of “paralysis by analysis” and we can spend months analyzing a problem without moving towards the solution. We gain a complete understanding of the problem but we are no further forward as to what to do about it. Solution Focus works particularly well if you are called upon to resolve an interpersonal issue, or feud, between staff. State clearly that what happened in the past can’t be changed.

You are not concerned with who did what to whom and when. Your outcome is that they will work together professionally and amicably in the future. State what behaviour is acceptable in the workplace (not what is unacceptable!) and gain their commitment to keep to this agreement. Monitor copiously.

This approach will not work in cases of legal, moral or ethical transgressions. In such instances, people seek closure before being able to move on. However, you can progress to closure much more quickly if you avoid getting sucked into a whirlpool of blame and recrimination, and focus on the outcome you want. A solution focussed approach is not an unrealistic dream. It has worked for my clients. It can work for you.

To find out more about how this approach can help you, contact me at HodaLacey@aol.com or call 01923-828085.

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