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Rawpixel Ltd A couple of weeks ago I was helping a group of successful, articulated and intelligent women to get started with stories at the workplace, and inevitably the conversation moved on to authenticity and vulnerability. The truth is that most of us are not trained to have honest conversations with our customers: we’re advised to keep a distance between ourselves and our co-workers, and told not to show emotion because it doesn’t look professional and to always keep an

In October 2019, Ana Botín, the  President of Santander Bank, spoke at the Santander International Banking Conference about trust. Bankers love talking about trust. No surprises here – the 2008 financial crisis seriously damaged their institutional reputation, and since 2011 trust has steadily become one of the most important factors in customer decisions on where to bank. When financial global masters of the world such as Ana Botín talk about trust you might find yourself ro

This winter my house flooded. I woke up at 2.30 am to the sound of the fire alarm. When I left the bedroom I realised that the water tank was leaking, and water was pouring through the ceiling to the first floor. I went downstairs and saw the water pouring like a river. I needed some help. I ran outside in my pyjamas. My socks were wet. It was freezing. Where should I go? I know some of my neighbours; many of them have small children like me and would relate to my situation.