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Training: Learning flexibility from the professionals

Is lack of flexibility damaging your business? A new report from RADA Business, the commercial subsidiary of the Royal Academy of Dramatic Art, suggests that it might be.

In a survey of 1,000 workplaces for its Thinking on your feet report:

91% of respondents said they regularly experience situations in which employees fail to communicate flexibly and apply common sense to a problem.

An inability to think ‘in the moment’ and improvise a creative solution often manifests itself in impatience with customers (cited by 46%), unhelpfulness (45%), poor communication (38%) and rudeness (37%).

Almost nine out of 10 respondents (88%) said such behaviour tarnishes their impression of the entire organisation.

Professionals in the healthcare sector are thought to have the greatest ability to improvise and work well under pressure (40%), followed by counter staff in banks (23%) and admin staff in the NHS (23%). The least flexible are estate agents (9%), staff at utility companies (10%) and public transport workers (15%).

ADA Business delivers training and coaching to help improve employees’ communication skills and increase their ability to react to situations in a flexible way.