Most customers don’t care about you – they don’t care how good you proclaim to be. They feel nothing about the average experience and knowledge of your employees and they are really not that impressed with some of your veiled promises. Almost all customers want to experience great customer service and not just hear about…
When presidents play God, one is reminded of Martin Luther King’s words: “Our scientific power has outrun our spiritual power. We have guided missiles and misguided men.” Being a good leader in any context is tough – having a worthy vision, communicating with clarity, engaging authentically, empathising with compassion, providing hope, etc. One of the…
Citizens in so many countries are frustrated and even angry. Sometimes, and in reasonably good faith, these people have gone to election polls to vote on progressive policy which hopefully address issues of inequality and greed in the past. They put their faith in the said good intentions of party leaders, only to be disillusioned…
Trillions of dollars have been allocated worldwide to fight the COVID-19 pandemic and rightly so, as we are dealing with a pervasive threat. The money is being spent on personal protective equipment, medical supplies, new hospitals and quarantine centres, screening and testing projects, the development of a vaccine, information dissemination and so on. Very few…
In these extremely difficult times that the world is experiencing with the spread of the COVID-19 virus, populations have been asked to retain a physical distance between each other to prevent the transmission of the disease. The human being, however, is hot-wired for social interaction. It is a basic human need to feel loved, appreciated…
“Find your faith and your fears will starve to death” (Ona Brown) A new-born antelope, once released from the womb of its mother, struggles at first to get to its feet. The mother nudges her offspring with her nose, forcing the youngster to start moving. There are a few wobbly moments, a few falls, a…
There are a number of skills, in the eyes of many employees, which make a manager “good” – ability to articulate concepts well, knowledge of the industry, story-telling skills, humour, presence, listening ability, etc. All these skills are important indeed and work together to create a great employee experience. They probably also engender a sense…
One of the most persistent of all temptations as a leader when arriving at the workplace is to greet employees swiftly and then “escape” to the office to deal with the pressing needs of the day. E-mails, spreadsheets, reports and planning are all necessary components of managing processes and systems to get optimal results, but…
I have been driving vehicles for many years now and enjoy the experience. One of the big problems faced by any driver of all vehicles is the inherent blind spots – areas outside the vehicle that the normal rear-facing mirrors can’t pick up. To overcome this problem, most vehicles have split rear-facing mirrors to reflect…
One of the hallmarks of a good business manager is the ability to unlock creativity amongst other managers, supervisors and employees. There are many misconceptions about “creativity”. There is a body of people who believe that creativity is a loose form of self-expression, perhaps unrelated to anything going on in the business world. Some see…
Managers are employed to accomplish very specific project requirements (e.g. a sales manager has to guide and inspire the sales team to reach certain targets that the organisation has set; a call-centre manager must ensure quality and speed to enable customers to understand and purchase projects or get resolution to problems they are experiencing, etc.)….
It had been a long day for the New York City taxi driver and he was really looking forward to a shower and bed. The evening traffic had been busy and he was tired – he was satisfied with the day’s takings, but he now needed a rest after whisking couples off to restaurants and…
