Learning from mistakes – the “oscar faux pas”
What will the impact of no risk taking be on individual’s and how we learn, on organisations and levels of competitiveness, and on whole countries and nations? Are we really advocating that we must stay within a known comfort zone? It’s one thing messing things up in private, where mistakes can be rectified and nobody […]
Trust Takes a Lifetime to Build and a Moment to Lose
Successful leadership and trust go hand in hand. Unless the leader has the trust of his or her team, leadership is likely to be ineffective and will probably fail on most levels. Earning trust takes time, losing it is quick. As leaders it is easy to find ourselves in situations that cast doubt over our […]
Stress is good – Well sort of…….?
When was the last time you walked into a train and saw people just sitting or standing looking into “space” or out of the window? When was the last time you walked in the street and everyone was mindful of where they are going, but not in a hurry to get there first? When was […]
Do Financial Bonuses Enhance Performance?
I read with interest the article in a recent Sunday Times (Business section) “Bosses: Is the Party Over?” by Ben Laurance. The article was about Neil Woodford of The Woodford Patient Capital Trust, who after many years of paying bonuses to his fund managers has decided to scrap them altogether. Woodford is compensating his team […]
Building Loyal Customers from Dissatisfied Customers
One of the biggest areas that I address with my customers through training and development of personnel is building and maintaining customer rapport and loyalty, whether that be from the very first contact with the customer or at any other stage in the customer journey, including when the customer is not happy with your services. […]
What is the impact of morale on productivity?
I have been working with a hotel client who has been undergoing a change in ownership from one owner to another. Any kind of management buyout, transfer of ownership, or change of direction within an organization is guaranteed to create unease amongst the management and staff. Fear of the unknown is always daunting irrelevant of […]
What does death, dying and change have in common?
I have just finished reading “On Death and Dying” by Elizabeth Kubler-Ross. Sadly this lady is no longer with us, however the work she did whilst on this planet is so very special in many ways. Through her medical work she not only created a model for working with the death and dying to help […]
How Are Your Listening Skills?
How Good Are Your Listening Skills? I like to listen. I have learned a great deal from listening carefully. Most people never listen. Ernest Hemmingway In order to manage the ever-increasing workload, our lives are focused to processing as much as possible in the shortest time,. This is further compounded by social media – Facebook, […]
Conflict Management
What is Conflict Management? I was looking at the term “conflict management” the other day and realized that it is often used interchangeably with “conflict resolution”. The difference, however is that the concept of conflict management is based on a premise that not all disputes end in resolution. Additionally, conflict management is the practice of […]