management

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In Memory of a Leadership Pioneer – Warren Bennis

Bennis 2This summer saw one of the world’s most respected leadership experts depart our planet, heading off to join other past leadership giants. Warren Bennis died on July 31 at age 89.

 

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Leaders Pay Close Attention…and Then Act

Hardly any faculty is more important for the intellectual progress of man than ATTENTION. Animals clearly manifest this power, as when a cat watches by a hole and prepares to spring on its prey.
– Charles Darwin (The Descent of Man, 1871)

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Customer Service Meets Productivity

mechanic1We had a tough winter here in Eastern Ontario where I live. But then, so did much of Canada and many parts of the U.S. Lots of snow, strong winds, and what caused meteorologists to exhibit signs of unusual arousal, the Polar Vortex, which somehow got diverted from Canada’s Arctic for a couple of months to put the freeze on much of North America.

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Six Enablers to Building Organizational Change Adaptability

Desert

 

Have you had enough?

Of change that is.

As 86 year-old American poet and author Maya Angelou once said, “If you don’t like something, change it. If you can’t change it, change your attitude.”

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Introduce the Right Hand to the Left: 10 Lessons in Customer Service

Hands shakingI decided it was time to get a new smart phone. My three year-old HTC Evo, while a solid device, was getting increasingly slow, neurotic at times and heavy to carry.

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From Chaos to Clarity of Purpose

Circles

 

Do you like a world that’s orderly, where at work you know what’s about to hit you–basically a predictable environment?

Or do prefer the unknown, never quite sure what each day will bring, and not just at work but your personal and family time?

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Customer Service and the Role of Leadership

Streesed Employee 2You go to the grocery store, hardware store or a restaurant. You expect the staff to know what they’re doing, to be efficient, pleasant and to answer your (often) unreasonable or inarticulate requests.