Publications

We have published a wide range of books, manuals and articles. You can view our publications by clicking on the links below. Feel free to download our articles on the proviso that you ensure you credit The Stairway Consultancy if you use them. You can also buy any of our books through the Stairway Training Shop.

Our published material falls into 4 categories:

Leadership Development books and articles

Customer Service books and articles

Team Builiding books and articles

Personal Effectiveness books and articles

Publications

Distributing LNA Questionnaires, Analysing & Communicating the Results

One of the most frequently used methods of Learning Needs Analysis (LNA) is questionnaires. In last month's article I outlined bst practice in designing a questionnaire to identify learning needs. In this article I discuss how best to distribute questionnaires...read more

Driving Growth through Customer Experience

A study undertaken by Institute of Customer experience  found that those organisations with an excellent reputation in their customers' eyes demonstrated a 72% increase in profit per employee on a like for like basis compared to those companies with...read more

Effective Strategy in a Recession

Given the current economic climate, how do you retain a viable strategy in the face of what many feel has become an upside-down business world? It is sadly the case for some individuals and organisations, that the certainties of the last decade or so...read more

E-Service Recovery

Service recovery is the Achilles' heel of many e-tailers.  When dealing with complaints there are frequently substantial vulnerable spots and these can lead to disappointment and the damaging flight of customers.  What is needed is a thorough review...read more

Facing the devil in the detail

When putting change into practice, the devil is in the detail:Too few people handle implementation well and the result can be disappointment and disillusion. In this article, the authors spell out what line managers and training professionals must be...read more

Five tips for delivering excellent customer experiences

In today’s global marketplace, there are still few companies who truly deliver outstanding service on a consistent basis. Yet service is a source of competitive advantage. Meeting and exceeding customers’ expectations leads to greater customer retention...read more

How L&D can Step up to be Strategic

At last, it appears that the economic pressures that every organisation has faced are lessening. It is now time to look to the future. Managers who are leading their organisations need to renew their organisation’s sense of direction, and do this as...read more

How to deal with 'But this is only a game, not real life'

Running games and activities during training sessions is a useful way of introducing learning topics, enhancing existing skills and knowledge and allowing participants to try new things. During a games session the activity also gives the trainer the...read more

How to Make the Most of Role Modelling

There's an old saying that 'the example you set is the example you get'.  Aristotle taught that “We learn by practice and the best practice is to follow a model of the virtuous person.”We know a role model is someone who serves as an example, whose...read more

If Customer Experience is so Important, how come it's done so badly?

If Customer Experience is so Important, How Come it is Done so Badly? Service Strategy in a Sales and Cost Conscious WorldThis article advocates a pragmatic but thorough review of service strategy, balancing a clear focus on what really matters to the...read more

Implementing Change

 'Words are words, explanations are explanations, promises are promises - but only performance is reality' said Harold Geneen of ITT who was renowned for his single-minded focus on delivery of results. Studies indicate that a massive 90 per cent of...read more

In the Teeth of Difficult Economic Conditions Customer Focus and Employee Engagement Article

Managers are faced with a pressing and crucial dilemma: in the face of difficult economic conditions, how to serve the customer as well as possible AND achieve this with high levels of employee engagement.  The one must be closely entwined with the...read more

Is Your Customer Experience Training Missing its Mark?

Despite years of extensive training, service is either staying the same or getting worse. We've been mulling over our 20 years' experience in this area and concluded  that there are key factors within the organization which support or undermine good...read more

Keeping the Best: Employee Retention in a Service Environment

Undoubtedly one of the key issues facing service-minded managers is attracting and retaining the right staff who nurture sound customer relationships.  'Why is it that the good ones seem to leave?' is a frequent cry from service managers.  Talk of...read more

Leadership in a Difficult Climate

In this recession, have you lost your leadership direction?The economic pressures that every organisation is facing across the globe have put increasing strain on leaders throughout their organisations. What should leaders say and do to keep their organisation...read more

Leadership Potential Model

Recent research has illustrated that the most important qualities of the effective leader are not a disconnected set of skills or knowledge that they possess.  Rather, they relate to the four intellects that are often not often openly discussed or sometimes...read more

Leading Change Intelligently

Managers often fight shy of examining themselves, their attitudes, feelings and strengths and weaknesses - what appears at first to be navel-gazing. However, if presented in the right way people can become engaged in self discovery, particularly when...read more

Learning Needs Analysis

In this article Sarah Cook explores what is Learning Needs Analysis (LNA). She focuses on its importance in the learning cycle and its relevance in identifying performance gaps.  Whether a newly appointed trainer or consultant or someone experienced...read more

Listen and Learn

Feedback from your customers is essential in developing profitable business relationships. Listening carefully is vital if you want to attract new customers and retain existing ones, says SARAH COOK.The increasing power of the customer and the fierceness...read more

Managing a Virtual Team

SynopsisPurpose - these virtual team activities help you plan successfully for implementing a change initiative.  It helps refine leadership skills.Audience - Leaders of virtual teams and people who train and develop managers to lead virtual teams...read more

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"Over the years The Stairway Consultancy has become a key partner to our business. Their services have proved an invaluable tool in taking individuals forward in their careers and thus developing the organisation. Their approach to working in partnership has certainly helped us to achieve our objectives, and we value the contribution Stairway makes to the business. I always look forward to working with their professional, open and warm consultants, and would highly recommend The Stairway Consultancy to any business that is seeking to grow, inspire and develop their teams."

Learning and Development Business Partner
- Southern Housing Group
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