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Building Brilliant Client Relationships

Other resources

Other sections of the Orion Success Kitbag

Making a difference – understanding the business and setting the HR agenda

The best HR people work on initiatives that directly contribute to achieving the business goals and strategy. Here we provide you with tools and techniques for analysing the needs of the business, developing an HR agenda or strategy, prioritising and measuring HR interventions. More...

Buy-in – getting your ideas accepted

As good as your HR strategy or ideas may be it is of little use if you cannot get your ideas accepted. This section gives you tools and techniques for getting your ideas accepted by your clients. We look at how to present information so that the client is most receptive. We also have lots of ideas for adopting a more flexible approach to influencing others. More...

Doing what’s right – being independent

Sometimes doing what is right is not easy. Challenging the client takes guts. You need to be clear about what you think and why. This section will help you to clarify where you stand. We also help you to assess the risks to determine what are the right battles to fight and how to manage your self to maintain a clear perspective. More...

Self mastery– creating high performance

We all have times when we know we are working at our peak. Being able to work like that more often is the secret of high performance and long term success. In this section we help you assess when you are at your best and give you lots of techniques for achieving this more often. More...

Creating success in others

Being an effective manager can be difficult when trying also to ensure excellence in what you do yourself.  In this section we look at your role as a leader.  We also look at how to develop others including giving someone feedback. In addition we explore different leadership styles.  Finally, winning hearts and minds of your team as well as the wider business, can be key to success.  We look at how to engage others. More...

Reading and websites

www.fastcompany.com – lots of case studies about customer service and customer focused companies

The experience economy

by B Joseph Pine and James H Gilmore

Good to great – Why some companies make the lead and others don’t

by Jim Collins or article in Fast Company September 2002 summarises the book

Fierce conversations

by Susan Scott

Type talk at work

by Otto Kroeger and Janet Thuesen (MBTI)

Flawless consulting

by Peter Block

Men are from Mars, women are from Venus

by John Gray

The power of talk

by Deborah Tanner HBR

That’s not what I meant

by Deborah Tanner

The empowered manager

by Peter Block

Beside ourselves – our hidden personality in everyday life

by Naomi L Quenk

Leadership and self deception – getting out of the box

by The Arbinger Institute

Now discover your strengths

by Marcus Buckingham

Words that change minds

by Shelle Rose Chavert