Breaks like Christmas/New Year, Diwali, Chinese New Year and other communally observed holiday periods are a great time for reflection. It is a good time to reflect, not …
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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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What is a leader? Leaders are not people who have authority over others. Leaders are not people who subscribe to the tens or hundreds of leadership models as …
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Customer service is not customer satisfaction as reported by customer satisfaction surveys. Customer service, like a brand, is what the customer perceives and remembers of the service they …
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For more than twenty years the mantra in private enterprise and public enterprise has been “customer focus”. The phrase appears on mission statements, vision statement and “our values” …
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I read recently that the Palestinian Prime Minister had received support from militants to give up their weapons in exchange for government jobs. On face value it struck …
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What is a KPI? Are your KPIs Effective?
What is a KPI to you? A Key Performance Indicator (KPI) is neither a Goal, nor a Key Result Area (KRA), nor a Target, nor a Result nor …
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The benefits of scenario based training
The world that people live and work in is complex. The behaviours and skills required to solve a simple problem are always multi-dimensional. And yet much, or indeed …
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Making difficult decisions even more difficult
Decisions, it seems, are getting more difficult. It is getting harder to know what to make a decision about and it seems to be getting harder to make …
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Leaders awake: this is urgent and important
We have seen the headlines in every country from time to time. If something is not done about “A” then the country will suffer the bad consequences “B”. …
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