IT projects are variously reported in both online and print media of having a failure rate approaching 70% when measured against their original objectives. Clients we have worked …
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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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When customers complain, the trigger and the reason for the complaint may be what the customer describes. The customer will be describing their transactional needs. Transactional needs include: …
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Responding to a complaint well takes into consideration three elements: The trigger for the complaint: Information/advice Price Quality Personal approach Follow-up. The reason for the complaint: Acknowledgement Apology …
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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 …
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The Basics of Supervision Upon becoming a supervisor, you have three choices in terms of your attitude; Remain being one of the boys “I’m in charge now boys, …
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Closing the loop – giving quantitative feedback
Types of quantitative feedback Employees need quantitative feedback on their individual and team performance so that they may experience a sense of self-achievement, a sense of belonging to …
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Communicating through transition and change
Change is a time when leaders need to communicate more than any other time. Here are some tips and observations about communication in times of transition. Communicate relentlessly …
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Negative brainstorming: using negative ideas to generate change
Most of us have been introduced to the concept of brainstorming. Brainstorming is a tried-and-true way to come up with ideas in a group. It can also be …
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Six things great leaders do
I don’t know that there are defined qualities of great leaders. However, I have observed six things that great leaders do. The vision thing All great leaders can …
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