LEADERSHIP FOR DISTRIBUTED TEAMS
Leaders everywhere are grappling with their ability to be effective as more of their people wake up to a new 9 to 5. Despite the challenges, working from home has become for thousands of organisations a bitter sweet reality. It means they at least business continues and their people still
MAKE OR BREAK: ACTIONS IN TIMES OF CRISIS
In a perfect world, crises would never occur. Potential disasters would be averted thanks to our advanced technologies, stable infrastructures and ready access to ample resources. Intellectually we know that no one is fully immune from a crisis, but we take confidence in our ability to avoid or overcome disasters
TO DEGREE OR NOT TO DEGREE? THAT IS THE QUESTION
What do you want this new year – new decade – to mean for you? Is now the time to show your boss that you are ready for more? Or to finally leave the job you’ve been growing dissatisfied with for longer than you had realised? Or will you make
RETAIL: THE FORGOTTEN INNOVATORS
Published in Retail Wire, November 26, 2019 Few industry sectors have changed as much in the space of five decades as retail. The people who seem to least realise it are retailers. What hasn’t changed: sellers displaying their wares, using their skills in merchandising, marketing, service and sales to entice
WITHOUT HI TECH AND HIGH ENGAGEMENT, HOSPITALITY OPERATORS MAY NOT SURVIVE BEYOND 2020
In 1986 (June 30 to be exact), I worked a busy lunch shift that looked like any other lunch time in a Melbourne CBD restaurant. Except it was an hour after service was actually over and the restaurant was still full of besuited customers. The occasion was the introduction of a
TRANSFORMATION BLUES
The verdict is in: digital transformations aren’t going away. Digital technology’s ever-widening and deepening impact on the way we live is flowing on to the way we work, and the way customers want companies to meet their wants and needs. Competitive pressures mount as rival companies use digital technology’s reach
STOP CALLING CUSTOMER SERVICE A SKILL
Is there anything on a CV that could be less descriptive – or inspiring – than the all-encompassing ‘skill’, ‘customer service’? Is the person who claims that ability one who might have once ignored me when I entered their store? Or forgot my order until I gave up on receiving
EVERYTHING THAT IS WRONG WITH JOBS
Punished by the lucrative welfare-to-work industry: ‘I was contemplating suicide‘, a story published this week in The Guardian Australia, tells us “[t]he outlook for the most disadvantaged jobseekers is bleak: only a quarter will find work each year. The privatised system is leaving them behind“. Jobactive, the government’s employment program,
WHEN CUSTOMER SERVICE IS SO FORGETTABLE, IT’S MEMORABLE
Tourism Accommodation Australia‘s analysis of hotel construction activity indicates that Australia will be home to 272 new hotels offering as many as 45,000 additional rooms in the next 6 years. That is an average of 7,500 rooms a year – or more than 20 new rooms per day – of
WHY WE NEED POETRY IN THE WORKPLACE
Why are some physicians including poetry as part of their treatment of patients? Because they know people need to participate in their own healing. Intimidating medical terminology and clinical diagnoses can actually get in the way of the relationship between doctors and patients.fMRI scans show poetry has an immediate impact
