9 Ways to Show You Care

Caring is one of the greatest success strategies of all. When you care 180x120 2people are drawn to you and want to work with you. When you care you stand out in world where many don’t seem to care. But caring must be more than just a feeling to have an impact. It must be demonstrated through your actions. In this spirit here are 9 ways to show you care.  

1. Be present. We have so many responsibilities and distractions that it’s tempting to listen to customers, friends, kids, etc. with only one ear (or half an ear!). You know how it goes: you make the appropriate noises during a client call (“Mmmhmmm… I understand… No, that won’t be a problem…) while simultaneously typing an email to someone else. That’s why giving someone your full attention is so meaningful. Being fully present says, “I really care about you and what you need from me. You are my top priority right now.”

2. Make it simple and clear. People are busier than ever and the more you can make their lives easier the more it shows you care about them and their time. Whether you are making technology easy to use, or simplifying the check in process at a hospital or making it easier to rent a car, simplifying says you care and creates raving fans.

3. Call customers by name. When interacting with a customer, ask his/her name – then remember it and use it. Referring to someone by name demonstrates that you see them as an individual with unique needs and preferences, as opposed to “just a number” or a source of income.

4. Listen more than you talk. When dealing with others many of us have a tendency to give sales pitches, explain company policies or give canned advice. Instead you should ask questions and listen to what they have to say. This lets them know you care about them and their thoughts. It also helps you better understand their concerns so you can help them. I’ve certainly been working on this as a parent. It’s not easy but it makes a difference.

5. Become a coach. More than ever customers wanted to be guided through the process when making a significant purchase. By coaching and guiding customers through the process you will earn their trust and let them know you care about them and their purchase. In a world where many things can be purchased on-line, the biggest differentiator is often a person who cares.

6. Respond quickly and touch base often. It’s simple: Return calls and emails promptly. Whenever possible, try not to leave any unanswered emails or voicemails overnight. And be proactive with updates, too. Don’t force a client to get in touch with you in order to learn the status of an order, for instance. Send daily or weekly updates – whatever is appropriate. We at the Jon Gordon Companies fail at this sometimes but it’s something I am always preaching to my team about and we always own it and improve because of it.

7. Don’t make it all about business. If you don’t treat people like a number they won’t treat you like a number. Make an effort to learn about return clients on a personal level as well as a professional one, and follow up on what you discover. If you know that an individual recently had an important event – a wedding, birthday, or even a big presentation – ask how it went. People are surprised and pleased when you remember what’s going on with them – precisely because the assumption today is that most people don’t care about what’s going on outside their own bubbles.

8. Focus on the details. A Starbucks executive was asked why they were so successful. He said that they do a hundred things 10 percent better than their competition. When you care everyone matters and everything matters. By focusing on the details such as clean bathrooms in a restaurant or clean sheets and extra towels at a hotel, it lets your customers know that you care.

9. Always go the extra mile. Constantly look for ways to make the service you provide just a little bit better. Even one percent more time, energy, or focus can make a big difference. Even something small like walking a customer to the door after checking them out or spending extra time with a student if you are a teacher or calling a patient after they visit your health clinic means a lot. For example, Oceanside Cleaners near my home replaces missing buttons on my dress shirts at no extra charge. It’s the little things that mean a lot.

Reproduced with kind permission from Jon Gordon author of ‘The Energy Bus’

The DNA Of Leadership: 3 Key People Every Successful Company Must Have. Look at your team, do you have them?


There have been so many articles recently on how to be a successful leader and how to make the most out of your team. But have you ever thought about the structure of your team and the roles they play in it? Is there a structure to a successful team? A structural DNA to the perfect team?

As you have seen from our previous articles of the “Ant theory” and how that principle creates great workers. I recently found out an important fact that ants don’t sleep they are constantly working hard. Although I like the principle of working hard, I do love my sleep and think sleep is important. But i have found it very interesting looking at my team and looking at there DNA Leadership team structure.I find it very interesting how certain people fit in certain groups and it has given me great insight.


Facts on DNA




So if you unwrap your Leadership DNA in your team and spread it out look at what you have? Does it work? What do you find?



The DNA of your leadership team

Take a look at the leadership team of your company or a company you work with. Can you identify where each person falls in the leadership DNA?

D: A Dreamer — usually the founder or CEO, this is someone with a vision and the passion to make it happen, someone who can inspire others and take them with him/her. Quite often, the dreamer is not as good at details, numbers, processes, finance, etc., but rather a “big picture” person and an extrovert who knows how to inspire others.

N: A Number Cruncher — Usually the CFO or the VP of Finance, this is someone who loves numbers and can keep an eye on the money, maybe even a trained accountant. These people tend to be introverts and usually are not natural leaders. Sometimes they have trouble communicating well or inspiring others, because their gift is in the analytics, not the emotions. Nevertheless, they are a vital component for any successful business.

A: An Accomplisher — Usually the Chief Operating Officer, this is someone who can be a strong taskmaster, making sure projects get delivered, and that key systems and processes get implemented. This person needs to be a strong finisher of tasks, making sure things happen. This person can also make difficult personnel decisions and restructure the business in a way that is right. They may also be good at sales, as they are often optimistic, competitive, and high-energy.


Balancing the team for success

Together, this trio is a business dream team. Businesses who have too much of one personality type and too little of another can falter. A business without a Number Cruncher won’t have the financial knowledge or wherewithal to make important decisions. A business without an Accomplisher might have personnel or productivity problems. And no company can truly reach the highest pinnacles of success without a vision and a Dreamer to keep the company on track.

It is my experience that you usually don’t find all of these characteristics in a single person. Occasionally a person might be strong in two areas, and I can only ever recall one (exceptional) CEO that had strengths across all three areas.

But what you’re not a large enough company to have this kind of leadership team? Even if you’re in a very small business or are a solo-entrepreneur, you can still seek to balance these characteristics. For example, if you are more of a Dreamer, you might be sure to find an accountant experienced enough to help you make business decisions based on your finances, or hire a project manager or sales manager with the ability to get things done.

For me, this has become a powerful way of assessing the potential success of a leadership team. When the three personality types come together with mutual respect, they can accomplish much more than any one or two could on their own.

Do you have this balance in your company? If you own a smaller business, how do you balance your own personality type against the other two?

Be good to hear your opinion?


Kind regards

Abigail Pikeme



Bernard Marr is a globally recognized expert in strategy, performance management, analytics, KPIs and big data. He helps companies and executive teams manage, measure and improve performance.

Insurance Fraud Attacks – what to do if it hits you?

Fraudulent Claims



Today I woke up to find that my name had been used to open not one, but two phone accounts with EE and 3 Mobile. It made me angry that someone had my details, they had my name, my date of birth, where I lived. Pretty much all the details they needed.  But it made me think of how safe we against these sort of attacks?

I do what is suggested, limit the amount of public information about me. I shred by papers. I am guilty of online shopping, but who isn’t. But what does any of this mean if they still get access to my accounts and my information?

So I ask those in Insurance Fraud, how do I go about protecting myself? What tips do I use? Do I not use  internet banking at all? What is the safest thing to do?
I did an article before of insurance fraud and I have been unfortunately subject to it a few times.


Insurance Fraud is on the rise.
So-called “crash for cash” car insurance scams helped to contribute to the record figures. That is when fraudsters stage a car crash, for example by slamming their brakes on at a road junction, often having disabled the brake lights. An unsuspecting motorist then crashes into the back of the first car.

The fraudsters have witnesses on hand to show that the crash was the other driver’s fault, enabling them to make an insurance claim for the damage, as well as whiplash injuries.

Personally I have witnessed this and so have many other individuals I know. It is unfortunate as there is no way of getting around it, it is a very frustrating experience.

In one case in County Durham last year, 60 people were convicted for one of the UK’s largest “crash for cash” frauds. As many as 25 accidents were staged in the Consett area, and resulted in local residents having to pay an extra £100 on their premiums.

The Insurance Fraud Bureau is investigating 110 cases of “crash for cash” as it stands this year alone.


world wide calims

Facts on Cyber Crime

• In 2011/12 over one-third (37%) of adult internet users reported experiencing a negative online incident in the past 12 months, but these experiences would often be below the threshold of a recorded crime.
• Computer viruses are one of the most common negative experiences reported, although the proportion of adult internet users experiencing them appears to have declined. Experiences of hacking, on the other hand, appear to have increased
• A whopping 82% of hackers do not get caught, and a higher majority feel that they will not get caught.
• . Online shopping and auctions represent the largest proportion of cyber-enabled frauds during this time. Action Fraud received 47,980 reports of cyber-enabled fraud between January and December 2012, comprising 35 per cent of all crime and incident reports made to Action Fraud during this time
• E-commerce frauds comprises £77.3 million in direct losses (most notably, identification-related frauds, card and card-not-present frauds, and refund frauds), £16.5 million in online security measures and £111.6 million in lost revenue from online fraud prevention.



So what can be done?
• Be vigilant – look at bank statements, if you have an Experian account check for any unusual activity.
• Know who you’re dealing with. Try to find a seller’s physical address (not a P.O. Box) and phone number. With internet phone services and other web-based technologies, it’s tough to tell where someone is calling from. Do an online search for the company name and website, and look for reviews. If people report negative experiences, you’ll have to decide if the offer is worth the risk. After all, a deal is good only if you get a product that actually works as promised?
• Don’t send money to someone you don’t know.
• Don’t agree to deposit a check and wire money back.
• Don’t reply to messages asking for personal or financial information.
• Report Scams
• Never give any credit card, bank or Security information to anyone by telephone unless you can positively verify that the call is legitimate.
• Minimize exposure of your Social Security and credit card numbers. If the numbers are requested for check-cashing purposes, ask if the business has alternative options, such as a check-cashing card.
• Do not have your bank send your new checks to your home address. Tell the bank that you prefer to pick them up.
• Destroy all checks immediately after you close a checking account. Destroy or keep in a secure place any courtesy checks that your bank or credit card company sends to you.

I hope this helps others who have had similar situations like me today. I hope my situation gets sorted out. Any helpful tips from anyone on how to protect myself for additional attacks? Please let me know

Abigail Pike



6 Business Lessons from Germany’s World Cup Win

6 essential ingredients to Germany’s success that in my opinion are equally valid for successfully running a business

world cup

1. Invest and believe in your people. Although this has become something of a cliché thing to say in the business world there are few companies that actually practice what they preach. Compare this to Germany who is not only able to field players that have played in the previous World Cup but also can call on the services of one player, Miroslav Klose, who at age 35 has played in 3 previous World Cups! On the coaching side Joachim Löw has now been Head Coach for an incredible 8 years after being Assistant Coach for 2 years prior to that. 10 years working in such a high-pressure environment! Incredible! This feat is even more remarkable when considering that Germany has up to now not won any major league title since Joachim took the top job. Retaining your key staff in a sport as in business is a key ingredient for capitalising on the next 5 ingredients.

2. An effective team of good players usually trumps a team that relies heavily on a few stars. When talking about the really good soccer players, names such as Messi, Ronaldo, Neymar invariably come up. Watching games where these virtuoso’s are playing are usually entertaining and result in soccer that is beautiful in the truest sense of the word. Although Germany has no such stars, watching the team play, however, quickly makes one forget the individual players in favour of observing the “beauty of a well-oiled machine” which arguable is better suited to deliver on the ultimate objective of winning a game. Businesses can learn from this example and adjust their performance and incentive system to reward team performance instead of individual brilliance.

3. The performance of a system can only be as good as its weakest link. This is one aspect that Germany really understands well and although they are known to consistently improve all aspects of their game they most importantly are obsessed with increasing the overall tempo of their game (by distributing the ball faster) . And this, they believe, is their key leverage point. Although their strategy is well known it is incredibly difficult to counter and often has their opponents reeling from the sheer pace (as was evidenced in the recent semi-final with Brazil) and allows them to perform consistently well (they have been number 2 in word-rankings for the last 2 years). A business that understands this simple truth learns where to spend its scarce resources to achieve maximum (financial) throughput.

4. Build a sustainable advantage. In the quarter finals the Dutch stunned the world by exchanging their number one goal keeper with a penalty specialist close to the end of extra time. Their opponents Costa Rica seemed ill-prepared for this audacious move and subsequently lost the penalty shootout allowing the Netherlands to progress to the last 4. Here, however, they met their match when they lost against Argentina in another penalty shootout after extra time. It was thus quite ironic when Van Gaal, the Dutch Coach remarked after the game: “It’s disappointing. Losing on penalties is the most difficult scenario. We were equal to them, if not better, so it is a big disappointment.” As already alluded to in point 4 Germany instead focuses on building a decisive competitive edge and have absolutely no inclination to rely on penalties to win. Most businesses these days use the “turbulent times” as an excuse for not being able to build a long-term decisive competitive advantage and rather rely on short-term tactical approaches to outsmart the competition. The problem with this is, as we have seen, sometimes you win and sometimes you lose…

5. Be ruthless in execution. The objective of soccer is to score goals while denying the opposition to do the same. In the semi-final with Brazil Germany did just that, even after all but winning in the first third of the game. During the second half they scored two further goals and when they did finally concede one goal in the 90th minute, Manual Neuer (the German goal keeper) was furious with himself. How often have we not seen teams (in all sports) change their approach to a more defensive posture after securing an early lead only to lose the game in the end. Businesses often find themselves in similar positions when scoring an early lead and, instead of building on their lead by ruthlessly focusing on extending it they allow the competition to catch up and in the end often lose the war after having won an initial battle.

6. Embrace the lucky breaks, but don’t take them for granted. The previous 5 points all support the claim that Germany has a solid soccer foundation and the ability to beat any team on any day. What happened at the semi-final, however, no-body, least of which Germany, could have predicted. A sober Löw remarks: “We were lucky that the hosts were shell-shocked. Now we must prepare well for the final”. While it is true that being at the right place, at the right time could lead the astute leader to a huge business break, it is also true that the fall from grace is usually hard and humility is definitely recommended.

While researching and writing about these 6 lessons I had some glimpses here and there of other business lessons that may still be hidden in the spectacle we call the Fifa World Cup. If you can fill in the gaps it would help all of us to become better at leading our businesses.

logo with the best in the business

Facing the Enemy Within

We are not born with courage, but neither are we born with fear. Maybe some of our fears are brought on by our own experiences, by what someone has told us, by what we’ve read in the papers. Some fears are valid, like walking alone in a bad part of town at two o’clock in the morning. But once we learn to avoid that situation, we won’t need to live in fear of it.

Fears, even the most basic ones, can totally destroy our ambitions. Fear can destroy fortunes. Fear can destroy relationships. Fear, if left unchecked, can destroy our lives. Fear is one of the many enemies lurking inside us.

Let me tell you about five of the other enemies we face from within. The first enemy that we’ve got to destroy before it destroys us is indifference. What a tragic disease this is. Some will say, “Ho-hum, let it slide. I’ll just drift along.” But here’s one problem with drifting: we can’t drift our way to the top of the mountain.

The second enemy we face is indecision. Indecision is the thief of opportunity and enterprise. It will steal our chances for a better future. Take a sword to this enemy.

The third enemy is doubt. Sure, there’s room for healthy scepticism. We can’t believe everything. But we also can’t let doubt take over. Many people doubt the past, doubt the future, doubt each other, doubt the government, doubt the possibilities and doubt the opportunities. Worse of all, they doubt themselves. I’m telling you, doubt will destroy your life and your chances of success. It will empty both your bank account and your heart. Doubt is an enemy. Go after it. Get rid of it.

The fourth enemy within is worry. We’ve all got to worry some. Just don’t let it conquer you. Instead, let it alarm you. Worry can be useful. If you step off the curb in New York City and a taxi is coming, you’ve got to worry. But you can’t let worry loose like a mad dog that drives you into a small corner. Here’s what you’ve got to do with your worries: drive them into a small corner. Whatever is out to get you, you’ve got to get it. Whatever is pushing on you, you’ve got to push back.

The fifth interior enemy is over-caution. It is the timid approach to life. Timidity is not a virtue (unlike humility-they are different); in fact, it can be an illness. If you let it go, it’ll conquer you. Timid people don’t get promoted. They don’t advance and grow and become powerful in the marketplace. You’ve got to avoid over-caution. Do battle with the enemy.

Do battle with your fears. Build your courage to fight what’s holding you back, what’s keeping you from your goals and dreams. Be courageous in your life and in your pursuit of the things you want and the person you want to become.

Reproduced with kind permission from Jim Rohn

Are you the master of your career?

Are you the master of your career?

 pirates of the carieban quote




Having recently watched Pirates of the Caribbean and Jack Sparrows hilarious attempt at being Captain of the Black Pearl. It made me think about my role as a recruiter and my sails in the vast sea of the insurance industry.

The insurance industry and recruitment is like a constant storm and your ship has to be able to take the high waves and the smooth waters.

This industry is as vast, complex and as deep as the ocean, and we are always finding hidden jems in the sea bed of this industry.



My introduction to the industry

I have built up a vast amount of networks in the insurance industry and  most people all say the same, no one wakes up and goes “my dream is to be an underwriter, the insurance industry is for me!” most people fall into this industry. (Apologises to those who have dream insurance job)

When I started I was only shown a little river of the insurance industry and shown how complex it is, and the more I learnt the larger the scale of the waters I was shown. It blew my mind. The insurance industry is so dynamic and is in constant juxtaposition with itself.

The industry is steeped in tradition yet able to take on the globalization of the internet and social media platforms. The motor insurance area has taken this on and done very well with engaging the audience of the modern era, staying with the times. Which completely contradicts the London market of the brokers and underwriters, where the modern man/woman is brought back to the fundamentals of the insurance industry.




Norrington: “No additional shot nor powder, a compass that doesn’t point north, And I half expected it to be made of wood. You are without doubt the worst pirate I’ve ever heard of”

Jack Sparrow: “But you have heard of me.”

It is important in the modern era of social network is to have a positive brand and online presence. This is important to raise your own profile and your company and make you more approachable. Obviously, this isn’t for everyone however, I have found those in the London market are slightly behind the times in the industry when it comes to this.

Like any business it is important to engage the audience and customer experience is essential. Using sources such a LinkedIn/twitter/Facebook Provide very useful tools in engagement for business and engaging customers or clients.

Through this it is essential to understand what brand and what influence you want out there in the market. Like your career, what do you want? Are you in the right position? For a client- do you have the right crew manning your ship? Right customers and exposure in the waters? Right attitude behind your sails pushing you in the right direction?



Elizabeth Swann: “Why doesn’t your compass work?” 
Jack Sparrow: …”My compass works fine.”

When I am dealing with candidates this is one of the main question that I ask. What direction do you want to go in? Do you know what you want? What are you looking for?

Sometimes in life you have to go in the wrong direction to find the right direction. It is all to do with your attitude is how you bounce back after that wrong turn.

The fear of change prevents people moving forward sometimes pushing yourself out of your boundaries and makes you take life by the helm and steer yourself back on course.

In life it is always important to laugh, laugh at yourself or watch something that makes you laugh as that makes the challenges of your day easier.

So look at yourself and your career? Are you where you want to be? Do you have a plan on how to get there?


Your career? Are you in need for Top Talent?

180x120 2

At Right International, we have over 20 years’ worth of experience in Headhunting Top Talent. More recently being experts in the Insurance Sector.  We value our stand in the market with our contacts with a thorough and personal approach both to client and candidate.

Looking for a move/ career progression?

Please contact us on wendytaylor@rightinternational.com with a CV and your additional details. Or call us on 01932-837798 one of our dedicated recruitment team with liaise with you.

Are you looking to hire Top Talent?


Please call our land-line on (01932-837798) and speak to our Managing Director – Gary Pike.

Or look at our testimonials page on http://www.rightinternational.com/testimonials which shows what others think of us and our approach to executive search.



Abigail Pike – Executive Search/Social Media Consultant





Fraudulent claims

Fraudulent claims

 world wide calims

With the new threat of a cyber-attack in the next two weeks, I thought it was relevant to talk about fraudulent claims and how it is effecting the insurance industry?

According to the Daily Mail, we are about to get hit by one of the largest cyber-attacks in history apparently instructed by a Russian individual, vgeniy Mikhailovich Bogachev.  With this information all over the press, i thought it would be relevant to see how this affects the insurance industry.


Facts on Cyber Crime

  • In 2011/12 over one-third (37%) of adult internet users reported experiencing a negative online incident in the past 12 months, but these experiences would often be below the threshold of a recorded crime.
  • Computer viruses are one of the most common negative experiences reported, although the proportion of adult internet users experiencing them appears to have declined. Experiences of hacking, on the other hand, appear to have increased
  • A whopping 82% of hackers do not get caught, and a higher majority feel that they will not get caught.
  • . Online shopping and auctions represent the largest proportion of cyber-enabled frauds during this time. Action Fraud received 47,980 reports of cyber-enabled fraud between January and December 2012, comprising 35 per cent of all crime and incident reports made to Action Fraud during this time
  • E-commerce frauds comprises £77.3 million in direct losses (most notably, identification-related frauds, card and card-not-present frauds, and refund frauds), £16.5 million in online security measures and £111.6 million in lost revenue from online fraud prevention.

It has been well documented that most criminals like the one that is about to hit, can wipe out bank accounts instantly,it searches through your computer for any important documents it copies it,then deletes it from your system. There are lots of things in place but in the US alone 100 million pounds has been stolen, which they have not been able to retrieve due to cyber-crime.



It was reported last week that fraudulent claims were on the rise. According to ABI (Association of British Insurers) fake car crashes helped push the level of insurance fraud by £1.3bn in 2013. The figure represents an increase of 18% on the previous year. The biggest rise was in car insurance. The number of dishonest motor claims rose by 34% to 59,900 attempting to clear the industry out of a major proportion of £811m

Types of fraudulent schemes?

So-called “crash for cash” car insurance scams helped to contribute to the record figures. That is when fraudsters stage a car crash, for example by slamming their brakes on at a road junction, often having disabled the brake lights. An unsuspecting motorist then crashes into the back of the first car.

The fraudsters have witnesses on hand to show that the crash was the other driver’s fault, enabling them to make an insurance claim for the damage, as well as whiplash injuries.

Personally I have witnessed this and so have many other individuals I know. It is unfortunate as there is no way of getting around it, it is a very frustrating experience.

In one case in County Durham last year, 60 people were convicted for one of the UK’s largest “crash for cash” frauds. As many as 25 accidents were staged in the Consett area, and resulted in local residents having to pay an extra £100 on their premiums.

The Insurance Fraud Bureau is investigating 110 cases of “crash for cash” as it stands this year alone.



This doesn’t just stop at motor this all moves through to household, pet fraud and other cases.

Another example of a fraudulent claims was of a professional golfer claimed £8,000 for an injured knee, but was later filmed giving golf lessons.

The ABI said fraud was now costing each household in the UK an extra £50 a year, through increased premiums.

Pet fraud

A vet was also jailed for trying to claim £200,000 in connection with the “treatment” of non-existent pets. However, while the value of attempted fraud went up, the number of fraudulent claims overall went down.



The ABI says the recorded level of insurance fraud is increasing because more people are reporting it and more resources are being used to fight it.


The Insurance Fraud Enforcement Department, a specialist police unit, has helped to prosecute 85 people since it was established in 2011.The industry also funds the Insurance Fraud Bureau (IFB), which was set up in 2006 to specifically tackle false motor policy claims.


Malcolm Tarling of the ABI told BBC Radio 4′s today programme insurers were getting better at detecting fraudulent claims. But he added: “Everyone pays for fraud. We estimate that across the country fraud adds £50 a year to the average family’s insurance bill – that’s £50 more than people should be paying. “This is why the industry is investing over £230m a year in tackling fraud.”


Do you have any personal fraud experiences that you would like to share? 

What do you think will prevent the increase in these claims?

What are your thoughts?


Abigail Pike








The Brain, Happiness and Insurance Head-hunting!

The Brain, Happiness and Insurance Head-hunting!



In this article, I will be dealing with the brains influence on happiness, the perspective as a head-hunter helping someone through a career change, and how all this effects your happiness.


Fear of change logic vs emotions?

As a head-hunter we are always dealing with people at different stages of their career path. We are shown insights into different stages of the change model and how people adapt and react to change, the fear of change and the logic versus the emotional attachments.

But what most people do not realise is that a large amount of people are doing a job they do not enjoy and cruise along for the sake of financial means.

  • Of all executives 40.5% feel absolutely satisfied with their work life balance.
  • Two Thirds of people are doing a job they dislike.
  • Only 30% of people address their unhappiness and look for new opportunities.
  • One 10% actually move opportunity and face there fear.

 face yr fear

Face your fear- “Change Curve”

According to the psychiatrist Elisabeth Kubler-Ross she came up with the theory called the “Change Curve”. In this theory it highlights the stages an individual goes through when faced with change and how the body adapts. Her initial theory was done in relation for those dealing with loss, but I have adapted it to relate to this article.

The image shows the “Change Curve”.

change curve1

When a change is first introduced, people’s initial reaction may be shock or denial, as they react to the challenge to the status quo. This is stage 1 of the Change Curve.

Once the reality of the change starts to hit, people tend to react negatively and move to stage 2 of the Change Curve: They may fear the impact; feel angry; and actively resist or protest against the changes.

Some will wrongly fear the negative consequences of change. Others will correctly identify real threats to their position.

As a result, the organization experiences disruption which, if not carefully managed, can quickly spiral into chaos.

For as long as people resist the change and remain at stage 2 of the Change Curve, the change will be unsuccessful, at least for the people who react in this way. This is a stressful and unpleasant stage. For everyone, it is much healthier to move to stage 3 of the Change Curve, where pessimism and resistance give way to some optimism and acceptance.

At stage 3 of the Change Curve, people stop focusing on what they have lost. They start to let go, and accept the changes. They begin testing and exploring what the changes mean, and so learn the reality of what’s good and not so good, and how they must adapt.

By stage 4, they not only accept the changes but also start to embrace them: They rebuild their ways of working. Only when people get to this stage can the organization can really start to reap the benefits of change.

Using the “Change Curve”

change curve 2

With knowledge of the Change Curve, you can plan how you’ll minimize the negative impact of the change and help people adapt more quickly to it. Your aim is to make the curve shallower and narrower, as you can see above.

As someone introducing change, you can use your knowledge of the Change Curve to give individuals the information and help they need, depending on where they are on the curve. This will help you accelerate change, and increase its likelihood of success.

Actions at each stage are:


Stage 1

At this stage, people may be in shock or in denial. Even if the change has been well planned and you understand what is happening, this is when reality of the change hits, and people need to take time to adjust. Here, people need information, need to understand what is happening, and need to know how to get help.

This is a critical stage for communication. Make sure you communicate often, but also ensure that you don’t overwhelm people:

So in relation to headhunting, talking to your boss or your head-hunter about this change, what it means to you? What you want to do about it.?

They’ll only be able to take in a limited amount of information at a time. But make sure that people know where to go for more information if they need it, and ensure that you take the time to answer any questions that come up.

Stage 2

As people start to react to the change, they may start to feel concern, anger, resentment or fear. They may resist the change actively or passively. They may feel the need to express their feelings and concerns, and vent their anger.

For the organization, this stage is the “danger zone.” If this stage is badly managed, the organization may descend into crisis or chaos.

So this stage needs careful planning and preparation. As someone responsible for change, you should prepare for this stage by carefully considering the impacts and objections that people may have.

Make sure that you address these early with clear communication and support, and by taking action to minimize and mitigate the problems that people will experience. As the reaction to change is very personal and can be emotional, it is often impossible to pre-empt everything, so make sure that you listen and watch carefully during this stage (or have mechanisms to help you do this) so you can respond to the unexpected.


Stage 3

This is the turning point for individuals and for the organization. Once you turn the corner to stage 3, the organization starts to come out of the danger zone, and is on the way to making a success of the changes.

Individually, as people’s acceptance grows, they’ll need to test and explore what the change means. They will do this more easily if they are helped and supported to do so, even if this is a simple matter of allowing enough time for them to do so.

As the person managing the changes, you can lay good foundations for this stage by making sure that people are well trained, and are given early opportunities to experience what the changes will bring. Be aware that this stage is vital for learning and acceptance, and that it takes time: Don’t expect people to be 100 percent productive during this time, and build in the contingency time so that people can learn and explore without too much pressure.

Stage 4

This stage is the one you have been waiting for! This is where the changes start to become second nature, and people embrace the improvements to the way they work.

As someone managing the change, you’ll finally start to see the benefits you worked so hard for. Your team or organization starts to become productive and efficient, and the positive effects of change become apparent.

Like anything you logically know that the change is the next step in your personal development and career development, but you have an emotional attachment to your work place, your work colleges and feel safe in your environment.

But, there is a reason why you felt like this and why change will enlighten you and make you embrace your future.



Science behind happiness

According to Dr. Rick Hanson, a neuropsychologist, a member of U.C. Berkeley’s Greater Good Science Centrer’s advisory board, and author of the book Hard-wiring Happiness: The New Brain Science of Contentment, Calm, and Confidence.(2013)

 Our brains are naturally wired to focus on the negative, which can make us feel stressed and unhappy even though there are a lot of positive things in our lives.

True, life can be hard, and legitimately terrible sometimes. Hanson’s book (a sort of self-help manual grounded in research on learning and brain structure) doesn’t suggest that we avoid dwelling on negative experiences altogether—that would be impossible.

Instead, he advocates training our brains to appreciate positive experiences when we do have them, by taking the time to focus on them and install them in the brain.

The problem is that the brain is very good at building brain structure from negative experiences. We learn immediately from pain—you know, “once burned, twice shy.” Unfortunately, the brain is relatively poor at turning positive experiences into emotional learning neural structure.

As we remember the negative more than the positive in the brain it is important that when we experience a positive we have to take in that moment. Like Hanson says in terms of relationships it should be a 5:1 of positives to 1 negative if you want to have a successful relationship.

This can relate to you and your work and your day to day activities. So if you find five things in your day that make it worthwhile, it may make you happier at work or in your overall happiness.

https://www.youtube.com/watch?v=oHv6vTKD6lg – science of happiness and gratitude 


Thinking of a career move?

fish hopin

As I am sure you are all aware, we at Right International deal with the whole Insurance and Financial arena. We deal with all people from all backgrounds placing top talent and taking on the top jobs from our major clients.cropped-180x120-2.jpg

If you are looking to higher top talent, we know our stuff and have lots of testimonials on our website of the top individual we have placed.


If you are looking for a job?

Check out our website http://www.rightinternational.com/

and attach your CV or call us on 01932-837798.


brain sides

Try this questionnaire?


Are you happy at work?

This test is a rough guide. It explores your feelings about your boss and colleagues, the pressure of your workload, your autonomy and control, and work-life balance issues. Circle the answers that best fit the statements.

1. My boss tells me when I do a good job

a) Rarely b) sometimes c) often

2. I am given a great deal of discretion in how I do my job

a) Rarely b) sometimes c) often

3. There is pressure at the office for me to work long hours

a) Rarely b) sometimes c) often

4. My job provides me with a lot of variety

a) Rarely b) sometimes c) often

5. My work colleagues are very supportive

a) Rarely b) sometimes c) often

6. I look forward to coming to work

a) Rarely b) sometimes c) often

7. I am overloaded at work

a) Rarely b) sometimes c) often

8. I get stressed from my job

a) Rarely b) sometimes c) often

9. I feel secure in my job and in the organisation

a) Rarely b) sometimes c) often

10. I feel valued by my organisation

a) Rarely b) sometimes c) often

Award points as follows: 1. a)1 b)2 c)3; 2. a)1 b)2 c)3; 3. a)3 b)2 c)1; 4.a)1 b)2 c)3; 5. a)1 b)2 c)3; 6. a)1 b)2 c)3; 7. a)3 b)2 c)1; 8. a)3 b)2 c)1;9. a)1 b)2 c)3; 10. a)1 b)2 c)3.

23-30: You go to work whistling a happy tune, probably to the irritation of colleagues and friends.

17-23: Work can have its ups and downs, but by and large you make it through the day unscathed.

10-16: It might be time to start dusting off the CV and browsing the job ads – but then you probably already know that …


 I hope this helps you and your daily contribution to your own happiness. 



Abigail Pike


http://www.ted.com/talks/shawn_achor_the_happy_secret_to_better_work#t-1951 – video on happiness at work
http://www.ted.com/talks/dan_gilbert_asks_why_are_we_happy – the science of happiness video
http://news.bbc.co.uk/1/hi/programmes/happiness_formula/4783836.stm – science of happiness
https://www.youtube.com/watch?v=oHv6vTKD6lg – sciecee of happiness and gratitude ( good video)




Insurance Claims- 2014- Impact on the market?

Insurance Claims – Impact on us?


We have seen a lot of changes in the claims insurance industry in the last few months that have had a huge impact, we saw the change of the legal landscape of referral fees, reductions on fixed fees and government intervention.



8580178_l isnurance

Key facts

  1. The UK has the largest insurance industry in Europe and the third largest in the world.
  2. The UK insurance industry generates 22% of total EU premium income.
  3. The UK insurance sector is responsible for investments of £1.8 trillion, equivalent to 25% of the UK’s total net worth.
  4. Insurers paid out £12.5 million every day in property claims, of which £9.1 million were domestic and £3.4 million were commercial.
  5. The industry paid out £1.19 billion in domestic and commercial claims in 2012 as a result of flood and storm damage.
  6. Insurers detected over 124,000 cases of general insurance fraud in 2012, saving £1.1 billion, the highest amount ever recorded



 So what has changed?

Last April we saw the introduction of some of the most significant changes to the civil litigation framework that we have seen in a number of years. The Legal Aid, Sentencing and Punishment of Offenders Act (LASPO) 2012 came into force, introducing much needed reform to a dysfunctional system.

This act was put in place to change the behaviour/ Reform the “no win no fee” system and the “have a go” compensation culture it encouraged. Even though the Act has been in place just under a year, many in the market are still adjusting.

While a few law firms have ceased operations, others have merged which has led to greater economies of scale in the market.  It is more likely that law firm closures are to do with firms failing to adapt sufficiently quickly in the evolving legal market.

This could also be by the fact that there seems to have been no lack of willing buyers for the PI book of business of those firms that are looking to sell. The negative impact on access to justice that many claimant solicitors predicted has simply not happened.

 blue insurance

Referral fees

One of the most significant change of the LASPO Act was its ban on referral fees. The ban aims to ensure that in a fast-changing and regularly-evolving legal environment, the interests of consumers come first, both in accessing compensation and also in making the claims system as cost efficient and effective as possible. Giving consumers and stakeholder’s confidence in their insurers and the new legal framework.

Of course people are trying to get around this ban, due to referrals financial rewards by trying to find new schemes and way around the ban.

 insruance cost

Reduction in the fixed costs and exemption to the portal

Other major reforms that were introduced were those to the Portal. Fixed recoverable costs were reduced and the Portal’s scope extended to cover EL and PL claims and all claims up to £25,000.

The Government recognised the negative impact that excessive legal fees were having on premiums for hard-pressed motorists and consulted not once but twice on what the level of fees should be. And then had to defend their decision in court.

Insurers made the case for reform, supplied robust evidence and the Government took action on what was clearly an unsustainable fee model. 


Impact on premiums

There has been much needed reform introduced over the past year. But the Government’s objective has been to strip out unnecessary costs and reduce fraudulent personal injury claims, with the overall objective of reducing car insurance premiums while maintaining access to justice for genuine accident claimants. 

How has this effected premiums?

insurance premiums


According to Rob Cummings speech/ABI figures

Portal figures show the number of claims has fallen since the implementation of LASPO in April. It was no surprise that there was a 30% increase in claims through the Portal in March and April 2013 compared to the same period in 2012. And that needs to be remembered when considering annual claims numbers overall rather than simply claims numbers in the post-LASPO environment. 


And although claims frequency may be going down – and the overall picture is still unclear – the cost of claims has not seen a corresponding reduction. Fixed fees have reduced but that’s happened at the same time as awards for general damages have increased. The Judicial College Guidelines and the Simmons v Castle decision have together driven up general damages awards by around 20%.


Insurers are also reporting increases in the number of rehabilitation and psychiatric referrals since the reduction in fixed fees was introduced. This is an issue the Transport Select Committee are currently looking into.


These reports will often add little value to the claim, as the claimant will often have only suffered a minor soft tissue injury. Furthermore, they can add over £2000 in additional costs, which puts increased pressure on premiums. What’s more, they are often obtained from a medical agency within a claimant law firm’s business structure raising further questions about the report’s necessity.



Motor insurance claims for whiplash appear to be on the rise, with Britain becoming more litigious than the US, according to new figures.

The report also said that a number of claims made last year were for accidents in 2011 and 2010, suggesting that a high volume of back-dated claims have been filed. This is known as “claims farming”.

Mr Brown said: “The data we have collected for the last four years show a decrease in the number of accidents and you would expect that to correspond with a decrease in the number of TPI claims.

“Instead we have seen an increase in injury claims. This could mean that people are driving less safely. However, police data show that the number of motor accidents involving casualties has decreased. The other conclusion that you can draw is that claims farming is on the increase.”

The Government recognised the significant problem that exaggerated and fraudulent whiplash claims represent. Particularly the £90 that whiplash claims add to the average motor insurance premium. That is why the Government committed to working with the industry to help tackle the problem and is continuing to do so.

My thoughts?

ImageGen thoghts

I think that significant change has been implemented and the civil litigation landscape will continue to evolve. The ability to make the system more efficient and more effective is an opportunity not to be missed.

We need to continue to improve behaviours and strip unnecessary costs out of the system. In an environment where the cost of living continues to rise, consumers will see the benefits of continuing reform through lower car insurance premiums.


So how are these changes effecting you? Your company? What are your personal experiences on this? What are your thoughts on these changes?


Kind regards






The figures were based on analysis of third-party motor claims, looking at data from around 95 per cent of the UK motor insurance industry.