In industries with a high proportion of one-to-many direct customer contacts, not enough attention is paid to training people to observe and interpret non-verbal customer cues. To explain, …
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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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The internet has changed the face of retail selling. Customers are able to search for information and evaluate alternatives online. In store retail sales processes have, in many …
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The most common denominator I see in poorly performing organisation is the tolerance of poor performance and poor behaviour. The impact of tolerating poor performance and poor behaviour …
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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 …
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A change management programme succeeds only when the change in processes and outcomes become embedded in day-to-day business. Embedding change in day-to-day business, requires a critical mass of …
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Designing training backwards
Most training design starts from something described as training objectives. The instructional designer starts with trying to understand what the line management proposing the training expects as outcomes. …
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Performance indicators for coaching retail staff to improve performance
Most retail stores would agree that they can improve their sales performance. What I observe though, is that store mangers and sales managers often do not know how …
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Using cultural models for changing corporate culture
Corporate culture is a label often used to describe the “what” about “why” something cannot be done. Peter Drucker is often quoted as follows; “Company cultures are like …
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Great teams; the three building blocks
Google the term ‘team building’. On the day of writing this article I got the response, “302,000,000 for team building. (0.08 seconds)”. Over 300 million web pages and …
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