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.

Ban the Rule Books and Performance Management

If nobody ever sets out to do a bad job, why do we need to spend so much time and effort controlling how people do/did their work?

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

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

Naked Nights: Diary of Customer Service on a Trip to Tunis (3)

Days 4 and 5: Plumbing the Depths. It seemed that my faith was futile. The next 2 days brought more of the same. I persisted … Read more

Naked Nights: Diary of Customer Service on a Trip to Tunis (2)

Days 2 and 3: The Saga of Socks and Shoes. Unfortunately over the next couple of days things got worse. At the end of Day … Read more

Naked Nights. A Diary of Customer Service on a Trip to Tunis. (1)

Arrival and Day 1     It has to be every traveller’s nightmare! Dread turned to disbelief and then rapidly to dismay as the luggage carousel … Read more