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The Customer Disservice Department
I am a member of the Europcar Privilege Elite Program. Due to an issue I was having with booking a car, I called the Customer Service Department and was told that due to the nature of my request, I had to email (they don't take calls) the…
Posted on January 07, 2020Failing Forward
John Maxwell wrote a brilliant book some years ago called Failing Forward but often, we see failure as a backward motion. I heard a story about champion ice skaters who, when falling on the ice, knew they were pushing their current limits…
Posted on December 17, 2019The Reward Is In The Writing
As my newsletter Mindful Motivation enters its fifth year, I have been reflecting on its origin and its meaning for both myself and those of you who read it, of which I thought I would share here with you. Mindful Motivation was born…
Posted on December 10, 2019When Crap Rains On Your Best Laid Plans
I read a story about a staff get together last week at Flinders Medical Centre in Adelaide. As the physiotherapists were meeting they heard a gurgling noise above. To their surprise, the ceiling ended up caving in, dumping a load of raw…
Posted on December 04, 2019Soul Weather
Years ago when going through a dark spot, a psychologist gave me a useful strategy. Every day I would give myself a “mood rating” between 1 and 10—1 being the lowest and 10 being the highest. I followed this process long after I came out…
Posted on November 27, 2019The Expertise - Teachability Model
At a recent workshop on Adaptable Leadership, I presented a four-quadrant model (below) that I developed to capture the relationship between an employee's expertise—associated to their job-related ability—and then the degree to which they…
Posted on November 13, 2019A Spinning Wheel Kind of Life
Ever felt like this fella in the photo? Most of us, from time to time, experience the feeling of being a mouse on a spinning wheel: running hard but going nowhere. And perhaps, this is the way life has always been. A frantic pace with…
Posted on October 31, 2019Endorsing Poor Performance
Having been involved in change management over the years, I have noticed that systems and process change, take place relatively easy. One of the major reasons is that these changes don't involve personality, ambition, power or will. A…
Posted on October 13, 2019Focus. A Fresh Set of Eyes
I recently had an eye test completed and subsequently followed through on the specialist's recommendation to purchase glasses. Little had I realised that over time, I had slowly become accustomed to blurred vision. Now, with a fresh set…
Posted on September 23, 2019Relational and Leadership Disconnects
I recall working with a client many years back who was the salt-of-the-earth kind of guy. He was heartfelt and easy-going, loved to personally connect with others, speaking gently and purposefully. On my drive to his office, I would…
