Disloyal bonding is when somebody representing a customer talks down about an aspect of the business, the whole organisation or individuals or process within it, in an attempt to bond with the...

As a thirteen-year-old, I was at a good intermediate level in Latin. I could speak and write it and was better at it than French and had the most charismatic teacher, who also directed the school...

We are all creatures of habit. If we spend our days on the telephone or meeting with different people about the same subject (selling the same things) then those habits become hugely ingrained....

It is great to have an expertise in your profession. Being a King or a Queen of one trade is better than being a Jack of all. However, when it comes to all other of aspects of life on planet earth...

Many years ago, we were invited to speak at the World travel Market in London, for the then, Co-operative Travel Group. We delivered for an hour and a half and had a real laugh with about 250...