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
engagement
The Employee Engagement Profit Chain
The motherlode of wealth runs not through the executive corridors but through the vocational landscape of frontline employees.” I know I quoted this, from “Firms … 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
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
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
Strategy and Your People: How to Sustain Success
Recently I came across an article in the July-August 2015 Harvard Business Review entitled, “People before Strategy.” (I am not sure the link will work, … Read more
Talking Heads or Turning Heads?
Of course you are not a talking head. But are you – or any members of your team – in danger of becoming one or … 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 and Organisational Well-Being
Continuing with the last week’s theme and pursuing the subject of leadership and the question of whether or not you are a good leader, another … Read more
Nothing to Lose and Everything to Gain!
“Mine!” “No! Mine!” How often have you seen that scenario play out? I certainly found it a recurring theme over the holidays as I watched … Read more