Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
change management
Mitigating the Cost of Living Crisis
Energy, food, fuel – the costs of all the basic essentials of life are increasing dramatically and rapidly. No wonder there is concern about inflation … Read more
Searching For Better
There can be little doubt that the world is in crisis. The number of issues humanity is facing seems to increase daily. Soaring inflation and … Read more
PONG – What a stench!
Unless you’ve been out of the UK for the past week or so, you will undoubtedly be aware that P&O Ferries has been in the … Read more
Adaptability: Key to Sustained Organisational Success
“In this world nothing is certain but death and taxes.” Benjamin Franklin may have been correct about the inevitably of death and taxes, but they … Read more
Motivation: The Key to Building Talent
“Motivation is the reason that people develop talent in the first place.” That line from Adam Grant’s book “Give and Take” really made me stop … Read more
How to Build Proficiency
To communicate effectively you’re going to need Information, which becomes Knowledge, which leads to Experience, which leads to Proficiency, which gives you Wisdom, which gives … Read more
Physics, Psychology and Business
Newton’s 3rd Law of Physics. You might not remember it is as that but you almost certainly know it or have heard of it: “For … Read more
Meeting The Need For Transforming Leadership
In his book, “Leadership” the Pulitzer Prize winning author, James MacGregor Burns defines leadership as, “The reciprocal process of mobilizing, by persons with certain motives … Read more
Transformation or Reformation
What’s the difference anyway? That is the question I found myself asking. I was reading the Pulitzer Prize winning author, James MacGregor Burns’ book “Leadership” … Read more