How Management is Lobotomising Leadership

The divide between leadership and management is being perpetuated and exacerbated by our modern systems.
Increasingly sophisticated systems have accelerated business to the extent they have thrust decision-making ‘down-the-line’ and created what is popularly called distributed leadership or decision making. That is a good thing, but unfortunately, with their built-in and rigid controls to anticipate and cover every possibility, they have, paradoxically, also taken away the decision making capability from the people who operate them.

HR: The New Frontier

It’s been 10 years since I set out on a new career path with the mantra “HR is the new IT.” For me it was … Read more

Change Management Needs Leadership

The postman delivered my latest edition of “Best Practices in Change Management” this week. This is the Prosci Benchmarking Report following their 8th longitudinal study … Read more

Well-being, employee engagement and ownership

All these massive benefits begin by simply recognising that employees are people and not resources.

Light in dark times

Sustainability has to include sustainability of the organisation itself. Paradoxically that demands an external focus.

Poor Customer Service: What is it with banks?

It is not the customer who is the source of profit, but the service provided to customers.

Naked Nights: Diary of Customer Service on a Trip to Tunis (5)

Lessons: Service Hell versus Helluva (Good) Service My latest trip to Tunis was a marked contrast to my previous 3 which had all been uneventful … Read more

Naked Nights: Diary of Customer Service on a Trip to Tunis (4)

Day 6: The Return Thus it was that 5:30 a.m. the next morning saw me sitting on my computer bag trying to fit in all … Read more