Liggy Webb, behavioural skills expert, author and founder of The Learning Architect, an international consortium of behavioural skills specialists, joined BridgeTalks on January 26, 2016 to talk on “Service Excellence: The Human Driver”.

The talk was opened by Dale Smith, Director of Creation at Bridge Training & Events. Dale introduced the topic with some of his own experience with resilience.

Focusing on Resilience, Liggy shared findings from research for her latest book, “Resilience – How to cope when everything around you keeps changing”.

Liggy first introduced the idea of living in a VUCA world (Volatile, Uncertain, Complex and Ambiguous) and turning this around to be full of Vision, Understanding, Clarity and Agility.

The audience came to an agreed definition of resilience (including ‘staying calm’, ‘stickability’ and ‘confidence’) before Liggy moved on to the idea of a “Boomerang” vs a “Doom-erang” and how being resilient is about letting go.

Through her research, Liggy found that the three constant characteristics of a resilient person are:

– Accountability – the ability to take responsibility for a situation
– Agility – the ability to learn and relearn
– Attitude – keeping a positive mindset

Liggy went on to share the top 10 key strategies for building resilience – watch the video for more.

Delegates enjoyed drinks and canapés at the networking reception following the talk in the Courthouse Hotel bar.

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