This little pearler compliments of a participant on a Vancouver workshop recently and we think it is a gem. It gets to the heart of what we talk about in our business when we make a... View Article
Service i.e. ‘sustaining’ role incumbents are really the unsung heroes of organizations. There are of course heroes in other roles who get accolades but it is the service role incumbents who get short shrift when it... View Article
Next time you task someone ask yourself whether they will know: What you expect back from them and To what standard and By when. These are the very minimum standards by which we should judge task... View Article
The question of how best to ’empower’ employees is one that has received a good deal of attention for several decades now. Whether one talks of liberating the capability of employees to fully contribute or employee... View Article
So do you think that the people reporting to you have a bad attitude? Well here’s an idea…the 100 small things that you do…or don’t do…without…or with deliberate intent actually shapes very powerfully the underlying beliefs... View Article
Managing culture is about closing gaps between current and desired behavior and then maintaining minimum gaps. For any change in behavior to be sustainable it is essential that leaders work on the level of underlying beliefs,... View Article
Hearing is a physical process of taking in sound and unless you are hearing impaired, hearing is in relative terms an easy process. Listening is more difficult; it is a cognitive process requiring ‘brain’ work! The... View Article
This is one of those potentially life modifying formulas as far as we are concerned. And all we ask you to do is reflect on this question: if you were to reverse the ratio of worry... View Article
There are certain roles in organization’s that have as their primary purpose the improvement of that business’ performance. We call these ‘support roles’. To be in a support role is to be in a position where... View Article
There is a certain type of nonsense in some organizations where everyone claims the external customer as ‘their’ customer. People in service i.e. sustaining and support i.e. improving roles should remember that: Their roles are needed... View Article