Great Video for Getting to the Heart of Customer Care and its potential to transform a culture.
[youtube=http://uk.youtube.com/watch?v=tDrmFolx2wc]
And not a transformation plan in sight!
Just another WordPress site
by admin
Great Video for Getting to the Heart of Customer Care and its potential to transform a culture.
[youtube=http://uk.youtube.com/watch?v=tDrmFolx2wc]
And not a transformation plan in sight!
by admin
It seems that I can never over-estimate how hard many managers find it to give good feedback either affirming or adjusting.
If this sounds like you here is another resource that might help to give you the courage…
by admin
Reporting on a line in a blog post on the best small workplaces Wally Bock puts his finger on a small but critical nuance when thinking about motivation and engagement.
“”Motivating and engaging workers – and giving them opportunities for professional growth – helps a business retain the best people and ultimately boost the bottom line.”
That sounds pretty conventional. But read it again. It treats “motivation” and “engaging” as something you do to “workers” who, presumably, are different from you and need your help.
“Workers” are people. They can motivate themselves just fine, thank you. They’re quite capable of deciding whether or not to be engaged. “
Spot on Wally. If we have got workers who are not motivated and engaged the problem lies not with them, but with us and our practices of management and leadership.
You can read Wally’s full post here.
by admin
“One of the things I do is I create an atmosphere where I am so direct and so open and collaborative with people I trust that it brings out the same in them”
Hank Paulson – US Treasury Secretary
The US Treasury may seem like a strange place to look for advice….but this does work!
by admin
The key to understanding someones actions, and therefore being in a position to influence them and their behaviour in the future, is understanding their agenda.
The key to outstanding management is to recognise that it is not about your organisation, or you – it is about them and their agenda. The sooner you invest time an understanding this the sooner you will start to get a significant return on your investment in relationships.