Organizational Synergy through Empowerment and Teamwork
Synergy. That is a word that may not seem to be as popular or prolific as it once was. Yet that doesn’t make it any … Read more
Customer Service
From Change Management to Change Mastery
Change is a fact of life. It is also a major factor in it. Increasingly so. Both the amount of change and the faster pace … Read more
Driving Enhanced Customer Experience
There has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.” This … Read more
Who Didn’t Voice Their Concerns?
If you think about it, no organisational failure of any magnitude can come as a surprise. Someone, somewhere, was aware that things were not right. … Read more
A Key to Optimising Your Human Capital
The perpetual balancing act between selfishness and selflessness, or self-interest and group-interest, is evolutionarily fundamental. So much so that it has been described as “The … Read more
The Power of Ownership
“Mine!” Who hasn’t heard a young child say that? The concept of ownership is one of our most primitive senses. Indeed, I once read that … Read more
Shape Sustained Organisational Success by Building it into Your DNA
In 1991 Charles Handy concluded that the basic purpose of an organisation is to perpetuate itself within the context of the environment in which it … Read more
How Love at Work Transforms Performance
“Fortune favours the bold.” Or, perhaps Queen Elizabeth I’s legendary rendering of the sentiment as “Faint heart never won fair maiden”, may be more appropriate … Read more
Why You Need Love at Work
The idea was novel. It had promise. It was exciting. Yet part of me still baulked. “People won’t take me seriously.” “I will be ridiculed.” … Read more
Good Leadership: It’s All about Value
Continuing with the recent theme of leadership and the question of whether or not you are a good leader, here is something else you can … Read more