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change management concept
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The world has changed considerably since the start of the COVID-19 pandemic. We’ve been going through so many changes, on various levels. Still, change is hard for so many reasons and people respond to it quite differently. The change management tips to know are about people, technology, self-awareness, and sustainability.

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Virtual leader talks during a work meeting
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The first time I realized this topic (virtual leadership) was important was about 15 years ago when the organization I worked at implemented a virtual platform for internal collaboration. It has cropped up many times since then but really exploded as an issue during the COVID-19 pandemic. Almost overnight virtual meetings became the way to work and many leaders just didn’t, and still don’t, know how to operate this way.

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Customer service representative deals with an angry customer
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Millions of people work in customer service. Customer service roles vary from contact center agents handling enquiries about a 10-dollar bus service to account directors managing billion-dollar clients.

Sooner or later, they all have to deal with angry customers.

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