backwards talk Don’t

backwards talk Don’t

Written by Vincent Franklin “The train now standing at platform 4 is the 11.35 service to Exeter.” This is how train companies announce trains. They tell you the platform number, then the time of the train and finally the destination. It’s bonkers. Why? Because,...
10 top tips for communicating in tough times

10 top tips for communicating in tough times

Written by Vincent Franklin This blog is about how pension schemes can handle a crisis – but the principles hold true for any business trying to calm a fraught or uncertain situation. The value of information is in who says it, not what they say. Source trumps...
7 tips for dealing with complaints

7 tips for dealing with complaints

Written by Vincent Franklin Here are 7 approaches to complaints that can really make a difference to the results you get. 1. Act fast We all like to be acknowledged, even if it’s only a nod in the street. And when we’re cross, this matters even more. If someone...
Funny money: why gags can be good for business

Funny money: why gags can be good for business

[et_social_share] Getting a giggle from your audience may save you several pages of empathetic waffling – and make a genuine connection instead. Back in the 80s, when greed and mullets were good, Video Arts, a company led by the talent of John Cleese, was big news in...
8 ways to talk in a crisis

8 ways to talk in a crisis

[et_social_share] I started writing this article a week ago, and then put it aside. Waking up to Friday’s news (in case you missed it, we’re leaving the EU), I thought it might be the right time to finish it. It’s about how pension schemes can handle a crisis...