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Have you heard of Eddie yet? He can help inspire your social media communications. He’s a fifteen-year-old boy on work experience at Southern Rail. He was let loose for a short time on their Twitter account and managed to generate some positive engagement with customers who weren’t expecting that from their train company.

Close your eyes and hold a conversation. Really listen to the other person. Do they speak quickly, run their words together? Do they mumble or hesitate? Now imagine how you’d feel as an EU national speaking on the telephone.

It’s not easy to communicate well on the phone sometimes. Here are some points to check if you have overseas front of house staff.

Just one bad night of sleep makes it more likely that employees who already displayed unwanted behaviour one day at work will display a similar type of behaviour the following day, according to a study at Rotterdam School of Management, Erasmus University (RSM).

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