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- More words and phrases that kill customer service
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Category Archives: learning organisation
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
Has horizon scanning failed the public sector by its inability to scan the financial crisis?
In 2008, I attended The February meeting of the FAN Club (Future Analysts Network). This was a meeting jointly hosted by Foresight Horizon Scanning Centre and the Cabinet Office’s Strategy Unit. The meeting was there to discuss the horizon scanning … Continue reading
Posted in change managment, information management, innovation, learning organisation, local government, path dependency Tagged Big Society, Future, Government of the United Kingdom, Gross domestic product, Paul Saffo, Public sector, Scenario planning, William Gibson Comments Off on Has horizon scanning failed the public sector by its inability to scan the financial crisis?
Public resignations do these change a corporate culture?
You chafe under an organisational hierarchy seemingly focused on the wrong goals, or behaviour, or even potentially criminal activity, and you dream that you can change it through a bold personal act. For some, it will be a report to … Continue reading
Posted in change, change managment, culture, leadership, learning organisation, management Tagged DNA, Enron, Goldman Sachs, Greg Smith, HBOS, leadership, Organizational culture, Paul Moore, Whistleblower 5 Comments
If you discipline staff more than you promote them, is it time to rethink your HR policy?
An organisation’s policies and rules show the internal culture. If the documents are written to protect the organisation first and the employee second, you know there may be a flawed culture. The policies set the framework for rewards and punishments. … Continue reading
Posted in culture, learning organisation, management Tagged bonus structures, Human resources, leadership, management, Organizational culture, Performance management, Senior management, unspoken dialogue Comments Off on If you discipline staff more than you promote them, is it time to rethink your HR policy?
Hierarchies are networks! Hyperlinks do not subvert hierarchies.
For many who believe in the web as way to transform society, politics, and human life, my blog may come as a shock. There is no evidence to support the claim that hyperlinks subvert hierarchies. When you check the evidence, … Continue reading
Which is more difficult? To admit your mistakes or to admit someone else was right?
Perhaps the hardest thing to do at work (and in life) is to admit when someone is right, especially if you disagreed with them. In many books on management and learning organizations, we hear about the need to admit when … Continue reading
Posted in change, culture, learning organisation, management Tagged Decision making, leadership, learning, Learning organization, management theorists, Organizational culture Comments Off on Which is more difficult? To admit your mistakes or to admit someone else was right?
More words and phrases that kill customer service
A few months ago, I wrote a blog about words that kill customer service. Words like “unfortunately” or “of course” and “obviously” immediately undermined the attempt to give good customer service. I am now returning to that idea with some … Continue reading
Posted in culture, customer service, learning organisation, management Tagged customer service, Education and Training 1 Comment
Is the future of work an aristocratic democracy?: Leo Strauss on Managment
Harold Jarche has a challenging post about the future of management and the future of work at his site: Enterprise 2.0 and Social Business are Hollow Shells without Democracy. Are the future of work and the future of management inherently … Continue reading
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