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The Six Basic Skills of Heroes

‘To create frontline heroes you have to concentrate on developing what we call The Six Basic Skills of Heroes, which are: empathy, social skills, motivation, self-regulation, self-awareness and emotional skills.’

– I heard this from Gerry Farrelly, Director of Training & Creatology, Farrelly Facilities & Engineering. Gerry combines ancient Chinese philosophy (the Tao Te Ching) with the principles in the best-selling book Funky Business and other inspiring sources to create possibly the world’s funkiest and most customer-focussed facilities management and engineering company. They are based in the UK’s Midlands.

This tip is a sample from a book I am putting together called
Take One A Day
365 Ways to
Get Closer
to Your Customer

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