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.
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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.
Book Review:
Toxic
by Clive Lewis
Poor performance from a different perspective – toxic culture, rather than toxic people; but a toxic culture empowers toxic behaviour….
Top Ten Tips on...
Giving Feedback
giving feedback... How to decide what to say when giving feedback, and how to say it… So that the impact is positive and effective for everyone involved.
Top Ten Tips on...
The Formula for Success
Five key factors that together, make success more likely, and conversely, make failure more likely if any are missing.
