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Recent Posts
- Snowden’s public resignation as a whistle blower: lessons for changing an organisation?
- As the raw material of the digital economy, are you worried about your privacy or your cut of the profits?
- To get better complaints: help the customer to complain
- Systems thinking for middle managers: workplace democracy in action.
- In the age of social media, will your Chief Executive sort your mail?
Top Posts & Pages
- RBS vs. Lehman Brothers failures in leadership, culture, and regulators.
- Snowden’s public resignation as a whistle blower: lessons for changing an organisation?
- More words and phrases that kill customer service
- Thoughts on Barclays, Diamond, and a corporate culture in crisis
- Why Facebook and Google’s strengths are their strategic weakness: privacy and search logic become their downfall.
Category Archives: leadership
In the age of social media, will your Chief Executive sort your mail?
The question is shocking, as it seems impossible. Yet, in today’s social media enhanced workplace, the potential is implicit within the technology. We would not expect a Chief executive to open a company’s mail, sort it and deliver it. Yet, … Continue reading
Need to improve your customer service? Have your Chief Executive sign the complaint responses
Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading
Four questions for George Entwistle at parliament on 23 October 2012
When George Entwistle answers questions before the Culture, Media, and Sport Committee on Tuesday 23 October 2012, the committee will face several challenges. First, the committee will show the public’s interest about the withdrawal of the Newsnight programme. On the … Continue reading
Are you aware of how your solution has unintended consequences?
In trying to manage, it is important to start by understanding the issue or the problem before trying to solve it. As Peter Drucker wrote, an effective executive asks, “What needs to be done?” Often times, a manager may believe … Continue reading
RBS vs. Lehman Brothers failures in leadership, culture, and regulators.
In January 2012, the Financial Services Authority published its report on the Royal Bank of Scotland’s (RBS) failure. The report is surprisingly candid. It is also a rarity. The FSA does not usually publish its regulatory reports. However, the size … Continue reading
Posted in coruption, culture, leadership, management
Tagged ABN Amro, Financial Services Authority, Fred Goodwin, FSA, Hector Sants, Lehman Brothers, RBS, Royal Bank of Scotland
2 Comments
Leadership is not a conversation
Despite the claims of Groysberg and Slind at Harvard Business Review, leadership is not a conversation because staff do not listen. The staff do not listen because what is being presented as a “conversation” or a “dialogue” is instead a … Continue reading
