“Question for today.. How do you let go of outcomes without giving up on hope?” A very dear friend posed this question on Facebook. She is going through some significant life challenges at the moment and was asking for positive responses from her friendship group. My response was to try to describe my own approach […]Read More Mindfulness is being verses doing
“Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.” Leo Buscaglia After watching a TED talk from Buddhist roshi Joan Halifax on compassion and another TED talk […]Read More Compassion, Empathy and Altruism; which are you striving for?
It’s natural to feel down sometimes as life’s trials and tribulations wash over you, but if that low mood lingers day after day, it could signal that you might be suffering from depression. Wikipedia defines Depression as: Depression is a state of low mood and aversion to activity that can affect a person’s thoughts, behaviour, […]Read More Depression and Mindfulness
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos One of the biggest challenges in the world of customer services is understanding what type of service proposition you […]Read More FOUR TYPES OF CUSTOMER SERVICE STRATEGY PROPOSITION, WHICH ONE ARE YOU?
“Culture does not change because we desire to change it. Culture changes when the organization is transformed; the culture reflects the realities of people working together every day.” Frances Hesselbein, The Key to Cultural Transformation, Leader to Leader (Spring 1999) In the last post, I talked about the biggest positive impact in enabling change, Agility, […]Read More Management of Change – final research part – Enabling people to change
Even those who fancy themselves the most progressive will fight against other kinds of progress, for each of us is convinced that our way is the best way.” Louis L’Amour (The Lonely Men) In the last post, I talked about the accumulated impact of the change and that there is one driver of employee change […]Read More Management of Change – Latest research part 4 – Agility is the Key
“Human use, population, and technology have reached that certain stage where mother Earth no longer accepts our presence with silence.” ― Dalai Lama XIV I want to start by asking you a question. When was the last time you read a book that struck at your soul. That resonated so much with yourself that you […]Read More Altruism: Our impact on the animals and the world, from Matthieu Ricard
“The rate of change is not going to slow down anytime soon. If anything, competition in most industries will probably speed up even more in the next few decades.” John P. Kotter [Leading Change] In the last post, I talked about the impact of change and time that it takes to recover from the change. […]Read More Management of Change – Latest research part 3 – Accumulated Impacts
“Change is hard because people overestimate the value of what they have—and underestimate the value of what they may gain by giving that up.”— James Belasco and Ralph Stayer Flight of the Buffalo (1994) Continuing the outcome from the Corporate Executive Board webinar, this article is on four categories of change success and measuring the […]Read More Management of Change – Latest research part 2 of 5 – Change Burn Out
“One key to successful leadership is continuous personal change. Personal change is a reflection of our inner growth and empowerment.” Robert E. Quinn One of the aspects of working in a B2B – Business 2 Business – service organisation, is that there are organisations and research that the company I work for subscribes to and […]Read More Management of Change – Latest research part 1 – Embracing Change