Sometimes it pays to listen to the minority view The recent D-Day commemorations have reminded me that last year I saw a great play about weather forecasting… don’t stop reading there because it was weather forecasting that made D-Day successful and that, in turn, made me realise how important minority views can be. Under pressure … Continue reading Listening to dissenting voices could be your organisation’s D-Day
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London last Saturday, you’d most likely have found 700,000 people getting in your way blocking the route from Park Lane to Parliament Square. The issue that … Continue reading Is democracy all it’s cracked up to be?
You need industrial strength processes to ensure bullies get the boot Hearing the phrase “a damning report” on the one o’clock news is usually enough to get me to prick up my ears, but when it’s a damning report on a culture of bullying and intimidation in the UK’s House of Commons, I’m definitely interested. … Continue reading Jerks at work – now running a country near you!
It’s a natural tendency, but you should worry about the consequences Like many people I’m sceptical about the labelling of what people – typically leaders of superpowers, or journalists – say or write as “fake news” or “alternative facts”, and worried that this kind of mud-slinging will lead to a general decrease of trust, when … Continue reading Is your business built on “alternative facts”?
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national average and the main reason given is a “toxic atmosphere” and bickering between two rival camps of surgeons. Since I’m an outpatient at the cardiology … Continue reading Jerks at work can seriously affect your health
Leading with compassion makes you a better leader How many times have you said “I couldn’t care less what they think” in relation to a work or personal matter? It feels good doesn’t it? You can stand alone, proud of your own position and invincible point of view? Unfortunately, it’s also the most corrosive attitude … Continue reading Could you care more? Avoiding the Guaranteed Formula for Failure
It’s not the structure that’s important – it’s ownership Picture the scene: 1994, a late summer evening in a scruffy office block on the outskirts of Vienna. It is the big one: my client team’s presentation to Herr F, the CEO. He has sponsored a re-engineering of their product management and introduction processes and we … Continue reading A question of ownership
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert complaints before they even happen. If a complaint does occur, it is so important to make sure it is easy for the customer to provide … Continue reading The missed opportunity in complaints handling that might save your marriage!