Questioning is about curiosity and taking an interest in people and the world in order to unlock the unknown mysteries that surround you. Children are naturally curious, but their avidity for information wears off once they encounter rules, blocks and disinterest. We all need to develop constructive questioning techniques which help us to gradually understand […]
When you listen well you build trust and respect. Most people think they are good listeners, yet most people say others are not good listeners. When managers get feedback on their communication skills it is often about needing to be better listeners. The problem is that good listening is not always a skill offered in […]
Corporate and government appetite for collaboration is definitely growing, albeit unevenly. How many times have you come up with an idea only for someone higher than you to either shoot it down or claim the credit? There’s an excellent New Yorker cartoon with an executive telling the employee, “I know it was your idea but it was my […]
Problems are life’s ingenious habit of tossing a curly one in our path, just when things are going smoothly or when they couldn’t be worse. In business, people often adopt a very black and white approach to solving problems; too often, business rewards those who appear to “get things done” and fail to recognise that […]
Trust is the unseen but vital glue in all areas of life, and most certainly in business. But is it being eroded by the online world of disruption and snappy virtual interactions on social media? Trust is more essential than ever. It forms the heart of great work relationships and underpins every business and societal […]
Wounds from aggression and bullying can heal with time and absence from the source of the problem, but this won’t cause the issue to disappear of its own accord. Aggression in all its manifestations is exhausting. Some of you may feel “battle fatigue” and just want your lives back. Let’s try and understand what is going […]
Companies are struggling to find service success and the right balance of internet automation and skilled people who can manage complex service needs. Companies like KLM Royal Dutch Airlines are leading the way with their commitment to an one-hour response (when needed) and a 24 hour problem solving promise; KLM has been using social media as its cornerstone […]
I took two colleagues to lunch to an upmarket wine bar café in South Melbourne where the atmosphere is excellent and food usually good. My colleagues enjoyed their meals (fish and vitello tonnato), my first two bites were also enjoyable, until I spotted two short black ‘lines’ in the sauce over the chicken. I moved […]
Some company and bureaucracy inductions are dreadful; if you’ve experienced one, you’ll wonder just where their training dollar actually goes. The whole purpose of training is to impart viable knowledge and understanding so that people gradually take the reins and assist company progress, while acquiring valuable skills as they go. Model communicators – or are […]
