Top Ten Tips on...
Performance Management
How to check that performance is truely poor, then identify the causes and address them, avoiding common pitfalls.
Performance Management
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.
Top Ten Tips on...
Managing Poor Performance
managing poor performance checklist... Your managing poor performance checklist: 4 key factors that are responsible for most poor performance, and how to prevent them and set up for success using the PIMST model.
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.
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...
Development through Delegation
Key principles of delegation, including a step by step approach on how to use delegation as a development tool.
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!
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..
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.
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