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We often talk about building culture as if it’s something you can design in a workshop and roll out like new software. But culture doesn’t emerge from what’s written on the wall (or your website), although it can be useful to share your values with the world. Building culture needs constant care, attention, and
Read MoreWe’ve all done it, arrived at the supermarket checkout, desperate to get out as fast as possible, only to be faced with the need to make a decision about which line to join. And, you have to decide quickly; hesitate too long and someone else jumps in, changing the whole dynamic. I don’t know about you, but almost without fail, I pick the wrong...
Read More“Never attribute to malice that which can be adequately explained by neglect, ignorance, or incompetence.” — Hanlon’s Razor
Read MoreFor as long as I’ve owned a house, I’ve had a ladder. They’re one of those things you don’t really think about - until you need one. Mine was the sort that could be used as a step-ladder or converted to a longer ladder, and in my little suburban house, it did everything I
Read MoreOver the last couple of weeks, quite coincidentally, I’ve had to contact a surprising number of customer service desks. This has included IT, hotels, airlines, banks, and stores etc. These required me to interact with FAQs, text bots, live chat, voice activated option bots (speaking/listening), and in most cases, I ended up 'communicating' in...
Read MoreTalk to any manager in companies these days and you will hear things like: Leaders know that success in today’s business environment depends on adaptability, responsiveness, and the ability to learn faster than the competition. And that, in turn, requires people 'to think' - not just follow instructions, and
Read MoreWhen I run Lean or Continuous Improvement sessions, I often explain that around 70% of our daily activity doesn’t add any real value to what we’re trying to achieve. That figure rarely surprises anyone. In fact, when I ask people to guess, they often land somewhere around that number
Read MoreThinking and acting strategically isn’t just about deciding where you want to go. By definition, strategy is an ongoing process of working to achieving your goal, reaching your destination, and navigating a series of waypoints along the way. Consider it as a journey into the future, and like any journey, there are bits of it that are under your...
Read More“There’s no I in team” is one of those phrases that gets trotted out whenever someone needs to be reminded that it’s not all about them. It’s catchy. It sounds wise. It gets printed on posters, stitched into corporate training slides, and dropped into motivational speeches. I cringe every time I hear it ..... it seems to gloss over the vital...
Read MoreYou may have heard the saying: “You are the average of the five people you spend the most time with”. When I first heard that, it struck a chord - it still does - and has now been adopted by that little voice at the back of my mind that keeps reminding me to constantly meet and get to know new
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