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
Leadership
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
Book Review:
The Checklist Manifesto
by Atul Gawande
How Little Things Make A Big Difference: how increasing knowledge and specialisation led to increased complexity and lethal mistakes... until the checklist.
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…
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?
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