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The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr

Customer service staff need to be problem solving not apologising

Traditional customer service is struggling as consumers solve problems online and expect options in person.
One of the paradoxes of wage policy is that ultimately governments are held responsible and blamed for poor results, but governments are but one player in a complex system of wage adjustment. Lukas Coch/AAP

Governments shouldn’t be so hasty in declaring victory on wages policy

History tells us governments do not always get what they wish for, and in fact often perverse outcomes flow from policy choices.
The Australian Prudential Regulation Authority has been criticised for pursuing stability in a manner that has killed competition. Mick Tsikas/AAP

Australia’s financial regulators need policing

Our financial regulators ASIC and APRA need a board of oversight, similar to what the UK has, to keep them in check.
Tasmania’s ageing population matters because as people get older they become more reliant on the services provided by governments (for example pensions, health and aged care). Dave Hunt/AAP

Tasmania can’t only rely on a growing population for an economic boost

Population growth for growth’s sake (as a proxy for economic growth), without consideration for the demands this creates might actually compromise Tasmania’s economy.
Research into workplace cyberbullying among nurses reveals that many also experience other forms of bullying. from www.shutterstock.com

What employers need to do to protect workers from cyberbullying

Workplace cyberbullying is a growing problem and can cause more harm than traditional forms of bullying. Employers need to take active steps to protect employees from it.