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.
Storytelling
Short stories with key learning points for personal development and professional development. Often to make you smile, and always to make you think.
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.
Habits & Embedding the Change
'Arm Folding'
A brilliant yet simple way of emphasising how the key element in effective change is not about making the change, but embedding it...
Habits, Commitment, Motivation & Context
'Finding the Lever'
Understanding someone's key motivation & drivers can convert repetitive failure to instant success...so focus on what they want, not just what you want.
Personal Development & Mentoring
'Learning from Mistakes'
Not all learning is formalised and planned. People talk about attending ‘the University of Life’ – and here’s an excellent example..
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