Early identification of disengagement among employees is a critical skill for managers. Engagement drives both rational and emotional commitment to an organisation, which are precursors to both discretionary …
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Read articles written by Kevin Dwyer, our Managing Director, on the vast canvas that is managing change.
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Managing resistance to change: Engaging and shaping
Managing Resistance
Without exception, all popular change management models tell us to expect resistance to change and for managing resistance to be planned for formally. Some models encourage us to complete a resistance to change plan identifying the likely sources of resistance, be that cohorts of people or general reactions to change activities completed, as part of the change or notions about the change. Additionally, we are advised...Learn More
Seven Deadly Sins of Strategy
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Senior executives’ responsibilities invariably involve making strategic decisions to manage positive and negative risks. If records managers want to be able to get enough interest from senior executives …
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For an individual who is underperforming in a role or is taking on a changed role, to adopt the change in behaviours needed to be able perform the …
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If you want to gain respect and have people trust you, being an active listener is a good start. Active listening is a combination of body language and …
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Frailty When a transformation is frail, it is not really transformative. It is considered an extension of the current way of doing business. The thinking behind the transformation …
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I Lead through Purpose
“This course has allowed me to understand who I really am” said the project engineer from Yap. “This course has taught me how to fish rather than giving …
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Customer service strategy
I groan whenever I hear the tell-tale signs of voice recognition response system ‘handling’ my service request. My latest experience was with a taxi company which, prior to …
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Standards of Customer Service
Potential clients frequently ask us to deliver training on customer service. My first question has always been, “What are the standards of customer service you want to offer …
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Leading a Goal-setting discussion
Managers and their direct reports need to collaborate in setting meaningful goals, tracking progress against those goals over time, and evaluating performance. Connecting an employee’s work with organisational …
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