Our research shows clearly that the strongest predictor of customers' service experiences is the behaviour of management - as perceived by their staff.

Whatever your staff are like as individuals, their attitudes and behaviours will be influenced by the climate for services in which they work. Our research shows the climate to be largely determined by leadership style - setting a ceiling on quality and customer satisfaction. In other words, management behaviours influence the attitudes and behaviours of staff which, in turn, determine the level of quality delivered to customers - and their willingness to return.

Therefore the impact of the attitudes and abilities of leaders on all aspects of organisational performance is immense - particularly in owner-managed businesses. Our findings indicate that effective communication is of greatest importance to staff, as this underpins all other leadership functions.

Although the demands placed upon leaders and senior managers are huge and complex, in most cases 'transformational' leadership is about creating a better environment for staff to successfully achieve clear and defined objectives - and motivating them to do so.

We can help you to inspire your staff by:

This is in addition to the more 'traditional' aspects of transactional leadership, such as:

Psychologica offer one-to-one Executive Coaching to help develop your abilities in these areas, using fully qualified and experienced coaches who work within established codes of practice and professionalism.

In addition we also offer a number of group development workshops, which offer a chance to interact with leaders of other organisations facing similar problems. Workshops may also be tailored to address specific issues in your organisation for your own management teams.

Contact us for more information on how we can help you develop your leadership style