Change Management series: Engaging others
This article is a continuation in our series on how to effectively implement and manage change. I have found there are certain techniques that can be applied in order to encourage the support and engagement of others in implementing change. The most important of these techniques is in the area of communication. When initiating change, […]READ MORE
Business growth starts with pleasing customers.
Why do I write about customer service so often? Well, I am constantly surprised at the varying degrees of customer service within the same organizations, and the resulting impact customer service has on customer attraction and retention. After buying my wife a new smartphone, I phoned our local internet provider technical support line to obtain […]READ MORE
Changing a process? Consider this…
During a recent discussion with a colleague, our conversation turned to the failure in most organizations to consider process integration during the development of processes. For example, what do you think would happen if, when you went to McDonald’s and ordered a cheeseburger, there was no station (or person) to add the cheese to the […]READ MORE
Change Management series: Dealing with unexpected change.
Effectively implementing and managing change is vital to success, both personally and professionally. During the next two weeks I will be chronicling the most effective processes for dealing with, driving and managing change. Unforeseen change is an opportunity, not a threat. Change is most often represented in two forms; unforeseen change which is thrust upon […]READ MORE
Leadership Style Model: Where are you?
I have identified several leadership styles during the last 20 years, and have synthesized these into 4 categories, outlined in the double axis chart below. Interestingly, any of these leadership styles can be effective, dependent on the organization and culture in which it is executed. Over Collaborator (Highly effective, very little efficiency): Highly people focused. […]READ MORE