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Trusting your remote workers

Remote working is something that sits on a spectrum. Many businesses have worked remotely in the past. Many cannot due to the nature of their business. And many have determined in the past that they shouldn’t work remotely for a multitude of reasons. Unfortunately, many of these fall into the bucket of self-limiting beliefs or more toxic mindsets. Trust is a topic that keeps popping up within our network. Rob Clarke, Director of Consulting, explores why trusting your team is crucial – not only now, but always.

Attuning your communication through a crisis

At this point in time it’s never been more important for leaders and managers to be able to communicate with their teams in a way that truly suits them. Attuning to other people allows us to adapt our language and behaviour to best fit the individual we’re talking to. Here is some insight into ATTUNE™, our Blue Sky Behavioural Adaptability tool. 

Adapt your communication style

Here is the another instalment of content from our Leading Through Crisis in a Human Way initiative, where we’re focussing on helping you help your customers, at a time of high anxiety. This blog brings to life the skill of Adapt your style. Adapt your style is about understanding the different communication preference of our customers, and in particular how this compares to our own communication preference.​

Stop playing the blame game!

Here is the another instalment of content from our Leading Through Crisis in a Human Way initiative, where we’re focussing on helping you help your customers, at a time of high anxiety. This blog brings to life the mindset of Accountability. Being accountable means looking objectively at a situation and making some deliberate choices about how you will handle it.

Embracing a constantly changing situation

Here is the third instalment of content from our Leading Through Crisis in a Human Way initiative, where we’re focussing on helping you help your customers, at a time of high anxiety. This blog brings to life the mindset of Agility. Someone with an Agile mindset tends to learn quickly and respond well to change. They understand that change is inevitable and try to use every opportunity as a development opportunity.

Keeping your people afloat

Here is the first instalment of content from our Leading Through Crisis in a Human Way initiative, where first of all we’d like to focus on helping you help your customers, at a time of high anxiety. This post brings to life the mindset of Buoyancy. Buoyancy is a mindset that enables us to remain positive, motivated, and forward-focused in times of ambiguity and uncertainty.

Coronavirus: Top Tips for working from home

With Covid-19 a.k.a Coronavirus sweeping the world (and the news), businesses need to adapt their ways of working to ensure they are not reliant on the office. Read some top tips, here.

All change: new leadership and management skills for new challenges

‘Change’ is something to which we are becoming accustomed and while its pace is debatable, its existence is not. Change is having a particular impact on the way we do business, the way we run our organisations and, most importantly, the way we lead and manage people. What are the skills needed, therefore, to develop leadership and management to achieve high performance in such a changing environment?

National Complaints Awards 2020

When you look at the detailed results attached to this disappointing top line average, you will see that in every dimension of customer satisfaction, utilities score lower than the average for all UK sectors!

In a world where customers now have more choice this simply isn’t good enough and a step change is urgently needed. So, what are the traditional providers, disruptor suppliers, and alternative energy companies doing to put this right?

Why is customer complaint handling so important?

Despite significant investment from many organisations in digital and CX transformation, why do we see customers ‘experiencing a problem’ at its highest ever level?

There are four human behaviours that keep UKCSI top-50 organisations outperforming the competition when it comes to customer complaints…

Books that changed my life…

We love the change the lives of the people and clients we work with.

There are books and pieces of research that have helped shape who we are and what we do. Find out about the books that our team consider to be life changing…

Complaints are a gift to your business – use them wisely

Complaints are a gift that businesses should receive with a positive mindset. Clearly, any business wants to see a reduction in their complaint volumes – but the first step to achieving that long-term goal is to leverage the insight you get when customers do complain – and act accordingly.

People judge us by what we do, not what we say

We are what we do.

Digest that for a moment.

Whatever our intent, however we believe we present ourselves, people will judge us on our actions.

So, when leading a team, what you’re asking them to do should be backed up by the appropriate action yourself….

Why being proximate to your team is so important

Why is proximity so important? Proximity is all about being close to the customer and to your people – literally. If you spend a lot of time in the same places as your employees and customers, listening and talking to them, you won’t just know what the real issues are. You will know the best ways to fix them and spread the story that you’re committed to people above all else. Simply by being there.


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