Video:
The Everest of Excellence
This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.
Performance Management
Video:
Mind the (Performance) Gap
This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close 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.
Top Ten Tips on...
Challenging Conversations
challenging conversations... 3 key factors that make conversations challenging, including context, them and you, and how to manage all 3, before, during and afterwards
