Articles

Customer feedback Two ways to see a customer complaint are: As a negative critique on what your organisation did or didn’t do to be defended or ignored As …

What is a “Team of rivals”? How can a team of people, supposedly opposed to each other, arrive at any outcomes over a period of time which are …

How well do your compensation methods match the needs of your organisation? Do your compensation methods create unintended consequences that deliver an observed strategy and set of tactics …

My son was a tad frustrated with a client last week and sent me an email to ease his frustration by writing it down. When we are frustrated, …

Principles of negotiation, conflict management and influencing are related, in that they draw from the same well of human psyche. There are five basic approaches which reflect the …

Changing Service Behaviours Changing people’s behaviour is hard work. Organisations which attempt to change people’s behaviour usually do not achieve as much change as they would like. One …

All organisations are exposed to risk. However, too many organisations only realise the risk that they were exposed to after an event occurs. It is a shame then …

I observe that people and organisations often confuse strategy and tactics. One might well ask, “Does it matter?” I believe it does. To explain why, let me begin …

Most small to medium enterprises are poor at understanding risk. Some large organisations are poor at understanding risk. For many, completion of a probability and impact matrix is …

Performance indicators in most organisations are not aligned to the goal of the organisation. In addition, they are rarely designed to measure a single process and be unaffected …