The Tea and the Stick
'The Tea and the Stick'
Two choices - both equally problematic. Which would you choose? A really good example of thinking outside the box, and challenging assumptions...
Storytelling
Short stories with key learning points for personal development and professional development. Often to make you smile, and always to make you think.
Fruit, Postcard, Keyring
'Fruit, Postcard, Keyring'
stickability... How three physical props, acting as metaphors, can significantly encourage and support individual development and change, and at the same time challenge and test commitment, honesty, teamwork and leadership
Involving the Customer in Problem Solving
'Hold That Call'
A problem that initially the supervisor thought had to be solved internally was easily fixed when she skilfully involved the customers, and which also resulted in a longer-term benefit!
When Technical Expertise & Leadership Clash
'Hotel Video'
If a technical expert is promoted into management, which one dominates – and how will it affect their own performance, and that of others?
What if Everything’s a Priority?
'The Prioritisation Pack'
The prioritisation jar is a brilliant metaphor for showing why and how ordering or scheduling priorities can make a huge impact on your personal effectiveness
Learning Strategies for Successful Change
'Multiplication Rap & a Bee'
learning strategies... Why learning strategies matter, and may be more important than either motivation or discipline in creating personal – and immediate - success and effective and sustainable organisational change
Feedback, Performance & Workplace Relationships
'A Small Problem of Size'
An example of how what’s wrong is easy to put right, if only there’s
appropriate feedback. If someone doesn’t know, how can they be expected to improve?
Customer Service Excellence Through Empowering Staff
'Spending Money & Keeping the Change'
delegating leadership style... Fine examples of how excellent customer care can result when front line staff are trusted with a budget and how to spend it
Vulnerability, Honesty & Being Human
'Searching for a Van'
One of my most embarrassing moments, professionally, and how through the empathy and support of those I let down, I learned some massive lessons…
Creativity & Customer Service Excellence
'Hearst Castle'
An excellent and powerful example of reversal, how changing the relationship between guides and customers generates a unique, memorable and superb customer experience.
Giving & Receiving Blind Spot Feedback
'Courageous Love'
A perfect example of blind spot feedback, and the difference it can make – where the feedback is given and received as a gift, rather than a criticism
Communication & Setting Success Criteria
'People on an Airfield'
Clear priorities are one thing - but what if they conflict? A great example of the need to connect top level strategy with ground level decision making.
