The other day I was sent a report. It went a little like this… (The names have been changed to protect the guilty) World Class Performance It has been implied that our performance could be improved. All available data suggests that this cannot be the case Market Context We have the highest satisfaction […]
Why is it so Difficult?
The message I preach is very simple: I’m a little like a stuck record (I’m showing my age, do you remember records?), I bang on a bit, I even bore myself. The message isn’t rocket science nor is it brain surgery, but it isn’t common practice. What I see is: I bet you see exactly […]
Let’s Talk About Me
Words are powerful things; they can engage, they can sting, they can excite and they can bore. The impact words have on people is amazing, even every-day words provoke a gut reaction. Try these two definitions for size: Self-centred ~ chiefly concerned with one’s own interest Altruistic ~ disregarding one’s own welfare over that of […]
Are You Faking It?
Authenticity Where do you work? In a call centre? Or a call centre? Who do you serve? Customers? Or customers? Who do you work with? Are you part of a team? Or a team? Are you authentic? Are you faking it? Or are you the real deal? Because if you’re not, you aren’t fooling anybody […]
How to Kill Your Personal Credibility
For a while I worked for a company that had a stupid process Every year we would undertake a “forced distribution” exercise. We would hold a beauty parade for our employees, line them up from most capable to least capable and then give the bottom 10% the sack Each November we went through hours and […]