Articles

Change management programmes, as reported in the literature (e.g. Kotter, 2007, Palmer, 2014, Song, 2009), have a high degree of failure. Indeed, it’s disappointingly easy to find lists …

It’s Saturday morning. It’s a sunny day in Melbourne. I’ve just had a pleasant breakfast, using that time to contemplate the whys and wherefores to something that has …

When I was growing up as a manager and a leader of people, I had many occasions to observe people getting it wrong when it came to managing …

“When you change the government, you change the country”, said Paul Keating. The 2014 budget, according to many commentators and analysts, brings with it as much ideological change …

One of the hardest tasks in managing change is developing a true customer service culture within organisations which have been internally or product focused. How many times have …

Managing change – no matter what the topic of change – has some essential elements which, if done well, augur well for the outcome of the change management …

I’m frustrated. Frustrated by the ignorance of managers at all levels of organisations of what it takes to undertake a business transformation. I have had a large number …

I will happily admit that I was sceptical about how social media could benefit organisations, but having now done some ‘research’ through observation (aka going on Facebook during …

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 …

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 …