Corporate development blog

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Positive language and optimism in leadership

Ever worked with someone who always seems to have a reason why something cannot be done, won’t work, didn’t work, wouldn’t fit, does not make sense or any other similar phraseology?

Apart from having an impact on those around this approach has an impact on the wellness of the individual also.  Negativity, in whatever form – inflexibility, stubbornness, or refusing or holding fast on to something such as a process, procedure or idea is unproductive, unfulfilling and infectious, and can lead to a lethargy that ensures we remain in a “comfort zone”.


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Effective Teamwork and Leadership

Successful leadership and trust go hand in hand.   Unless the leader has the trust of his or her team, leadership is likely to be ineffective and will probably fail on most levels.  Earning trust takes time, losing it is quick.  As leaders it is easy to find ourselves in situations that cast doubt over our trustability.  For example:

Have you ever been:


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Stress management

When was the last time you walked into a train and saw people just sitting or standing looking into “space” or out of the window?  When was the last time you walked in the street and everyone was mindful of where they are going, but not in a hurry to get there first?  When was the last time you walked into an office and everyone was relaxed, thinking, planning, calmly listening to each other and discussing matters of importance, but not urgency?


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The plusses and minuses of financial bonuses

I read with interest the article in a recent Sunday Times (Business section) “Bosses:  Is the Party Over?” by Ben Laurance.  The article was about Neil Woodford of The Woodford Patient Capital Trust, who after many years of paying bonuses to his fund managers has decided to scrap them altogether.  Woodford is compensating his team members with a rise in base pay.  The question is “Will these actions enhance or discourage performance”?

Woodford  believes there is very little correlation between bonus and performance, which can lead to short term decision-making and wrong behaviours.  


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Customer feedback - staff training

Can someone tell me what happens to the feedback that customers provide companies via electronic surveys, brief telephone surveys at the end of a call as well as the odd hard copy feedback questionnaire?  I have completed many in the last three years, both positive and not so positive and to date have not received any follow up, comment, notification to say certain action is being put into place or indeed an apology, if due!


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Women Leaders

How interesting that the world is opening up to female leaders.  It is irrelevant what you think about them, but the fact is we see more female leaders stepping forward to run countries in what can only be termed a very troubled and challenging period.  Hilary Clinton in the USA – will she become the next president?  Teresa May slipping through in the turmoil created by Brexit and Angela Merkel holding strong in Germany as the German Chancellor.  Then the Prime Ministers of Thailand, Denmark, Iceland, Australia, Bangledesh and Trinidad and Tabogo are all women, as are the Presidents of Lithuania, Liberia, Costa Rica, Argentina, Brazil and Finland.


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Non assertive way in handling customer complaints

One of the biggest areas that I address with my customers through training and development of personnel is building and maintaining customer rapport and loyalty, whether that be from the very first contact with the customer or at any other stage in the customer journey, including when the customer is not happy with your services.

Assuming that everyone is in agreement with maintaining customers and building loyalty, rather than looking for new customers to replace them, what needs to take place when a customer complains? Here are two scenarios:

Scenario 1

Customer:    “Good afternoon, Mr X, I am calling about the recent holiday my wife and I went on which was organized and reserved through Sun Travel.”


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Leadership, productivity, staff morale

I have been working with a hotel client who has been undergoing a change in ownership from one owner to another.  Any kind of management buyout, transfer of ownership, or change of direction within an organization is guaranteed to create unease amongst the management and staff.   Fear of the unknown is always daunting irrelevant of how vital our position might be or how many times we have been through similar situations.


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Self Leadership

“There is more to life than just increasing its speed.”   Gandhi

Have you ever felt so overwhelmed with your workload and issues in your personal life, that you don’t know where to start?  Consequently, you find yourself dancing on the same spot, further increasing your heartbeat, cortisol and stress levels?


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Working with Change as Effective Leaders

I have just finished reading “On Death and Dying” by Elizabeth Kubler-Ross.  Sadly this lady is no longer with us, however the work she did whilst on this planet is so very special in many ways.  Through her medical work she not only created a model for working with the death and dying to help with, what for some is a very difficult time, the acceptance that their journey on planet earth is coming to a end, but also providing the corporate world with a model for handling change (Kubler-Ross Change Curve).  Who would ever put these two things together?

Whilst this book is not the easiest read, simply because of the subject, it highlights many things which as leaders we could do very well when applying it:

Communicate Openly