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Purpose – The purpose of this paper is to explore the changing role of OD practitioners. Given the many significant challenges faced by organisations and their leaders, never has the role of OD been more important; it is vital that OD practitioners are able to identify the paradigm shift that is...
Purpose – Training in interpersonal communication helps in enhancing customer service experience. The Functional Fluency model of transactional analysis provides training inputs by which employees can monitor their response with the customers and thereby improve this customer experience. The...
Purpose – The purpose of this paper is to examine the changes, including those around Employee Development Planning (EDP) made by training company Options 2, to modernise performance appraisals, optimise employee performance, and enable the company to expand its skills base in order to meet...
Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was...
Purpose – The purpose of this paper is to emphasise the need for business people to understand the different body language used by other cultures and the importance of this in the international business environment. Design/methodology/approach – Overview of body language used in particular...
Purpose – Further investigation of the thoughts and attitudes contributing to the voluntary pursuit of an MBA degree and career change is necessary to better understand career motivations and to satisfy career goals. The purpose of this two‐part paper is to achieve this objective....
Purpose – The purpose of this paper is to offer practical tips and guidance to organisations considering setting up a workplace mentoring programme. Design/methodology/approach – The paper shares insights and practical tips based on the experience of St Mungo's Homelessness charity. Findings –...
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