08
DEC
2015

How the NHS handles complaints: does the ombudsman nail it?

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The UK parliamentary and health service ombudsman, Dame Julie Mellor, has published her ‘review into the quality of NHS complaints investigations where serious or avoidable harm has been alleged’ [Guardian articles on this:  here, december 2015, and here, february 2015]. The...
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01
DEC
2015

Speed awareness courses—driving in the wrong direction?

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I had the pleasure of attending one of the government’s speed awareness courses recently in Gloucestershire. I think the course was based on a false premise.  That premise is that speed kills. But speed is a mathematical concept, the ratio of distance moved by an object and the...
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28
NOV
2015

Talk talk. Don’t bother

At my request, I was called the other day by someone (“Laura”) from the Talktalk chief executive’s office.  I had complained that, through apparent negligence, Talktalk had allowed my personal financial information to be hacked by criminals not once, but three times in the past...
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27
NOV
2015

The communication gaps in the students/employers/universities triangle

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Background The guardian reported, 19 august 2015, Britain’s failure to create sufficient high-skilled jobs for its rising proportion of graduates means the money invested in education is being squandered, while young people are left crippled by student debts, warns a ne...
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26
NOV
2015

Employability: which university is doing the best by its students?

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A Times Higher Education report discusses Employability: which university is doing the best by its students?  Whether it justifies the subhead, The Global Employability University Survey reveals where to study to get a job, is debatable, but it is an interesting article with some...
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25
NOV
2015

Journalists: a suitable case for treatment

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Take a profession, any profession.  Say, plumbers.  It’s possible to assess plumbers on a number of criteria, including their competence, problem-solving skills, efficiency, and so on.  It’s also possible to assess them on their probity. Probity, definition:  “the quality of a...
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21
JUN
2015

Goslingitis

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I regret I have to inform you of a malaise increasingly taking a grip in Radio 4. This is goslingitis. In this incurable affliction, broadcasters turn into parodies of themselves.  It is a shocking and distressing condition, causing listeners in their droves to switch off rather...
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13
JUN
2015

Why you can’t “measure” customer service

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Of those businesses that understand about the primary importance of customer services, many are trapped by people who should know better into worrying about how they measure customer service.  Here are some questions to ask people who make an unreasoning emphasis on this. 1  Who...
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18
MAY
2015

Why try to motivate someone?

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Motivation comes from within. Therefore, trying to motivate someone else is usually a waste of time. (If the other person does seem to be motivated, ask if it was, in fact, anything  to do with you.  Just because B follows A doesn’t mean B was caused by A.) So why do people...
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12
MAY
2015

No business needs a unique selling proposition

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Even today, I have found people on LinkedIn discussion forums promoting articles and videos in which they attempt to explain why my business has to be unique. This is so last century.  Literally. A few years ago, I needed a graphic designer to produce new designs for my...
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