Posts in category: Relationships

Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...
Thank those who go the extra mile, because it probably cost them

Thank those who go the extra mile, because it probably cost them

Those who go the extra mile (to deliver outstanding results) are probably doing so on their own dime. This seems to be the unfortunate reality of work today. We have set up the organisations that run our government institutions, community causes, and private sector...
Empathy in electronic communications

Empathy in electronic communications

Empathy and connection works in electronic communications too. It just takes us a bit of time to adapt. I really do believe that the more we spend time on these communication channels, the more we will adapt our inherent empathy and connection abilities to them....
Constructive versions of lying techniques

Constructive versions of lying techniques

Here are the eight How to lie in a post-truth world techniques reframed as constructive actions. 1. Tap into an existing narrative. Building your audience’s existing knowledge and biases can be a significant timesaver. Your communication can be more focused on...
EQ visualised

EQ visualised

This is my visualisation of Daniel Goleman’s definition of Emotional Intelligence (EQ) as he described in the video...
Action-Impact gap

Action-Impact gap

The Action-Impact gap lies between our awareness of having done or said something, and the realisation of that action’s impact on others. When we have a large gap, we act without realisation of our actions. We may not even be aware of our actions. As our...
Over-marketing?

Over-marketing?

In the age of Brand You, is it possible to be too well marketed? At some point in the pursuit of marketing perfection, we risk crossing the line into in-authenticity. We see it in many personality-driven businesses. When everything is so perfectly and slickly done...
Ambiguity can be a strength too

Ambiguity can be a strength too

We hear a lot about the importance of precision in communications, especially in technical domains where ambiguity can lead to costly or deadly mistakes. But precision and ambiguity are two sides of the same coin. In the right context they can be equally powerful and...
Making THEM change

Making THEM change

I have sometimes joked that this is the ultimate change management tool. People I have said it to have generally found it funny. Because we recognise the underlying truth about change – no one likes to be made to change from the outside! Can you remember a time...
Inclusiveness and mental dexterity

Inclusiveness and mental dexterity

Practising inclusiveness keeps our brains flexible and supple; ready to meet new challenges more effectively and constructively. Inclusiveness requires that we maintain: A temporary suspension of immediate judgement and categorisation. We give ourselves the permission...
Indicating and (maybe) not turning

Indicating and (maybe) not turning

If you drive, you would be familiar with the practice of waiting for a driver indicating to change lanes or turn to actually execute the move. We wait because sometimes, an indicating driver doesn’t make the move in spite of the indicator. People don’t always do what...
What does your brand sound like?

What does your brand sound like?

I spotted this question on LinkedIn recently. I want my brand to be quiet. Because I want it to be about listening to what my clients have to say. I want it to be a quiet contemplative creative space they can grow new possibilities in. Much of branding can be pushy...
What drives a closed mind?

What drives a closed mind?

What would compel someone to be so rigid, inflexible and exclusive with their thinking that they end up disrupting discussions and alienating themselves from groups? I noticed these unhelpful and disruptive behaviours from someone in a group ideation session recently...
Let me tell you how it should be

Let me tell you how it should be

Recently in Amsterdam, I saw a young American woman telling a Starbucks staff that there was a lot more choice back home and she was not happy she couldn’t get her green berry yeast tea with unicorn dust hold the cats milk here in Amsterdam. They’re are...
Rapport in 10

Rapport in 10

Rapport is a powerful state to strive for in any relationship. More so in relationships during a difficult or crisis situation. Establishing genuine rapport with a complete stranger can be achieved in as little as 5-10 minutes. As a Lifeline crisis supporter I...
Address, appease or avoid

Address, appease or avoid

Here are three A’s for responding to a situation. Address: meet the current situation head on and call immediacy. “What is this elephant doing here?” “I’m feeling really uncomfortable right now; are you feeling the same way?”...
Pay attention to build connections

Pay attention to build connections

Thoughts after reading Is Facebook Making Us Lonely: If we were to describe Facebook to someone in the eighties, they would be forgiven for thinking that it’s mere existence will bring about a revolution in human connectedness, and forever banish loneliness in a...
Blinded by potential?

Blinded by potential?

Seeing the potential in a person or a situation is great. It is one of the strengths of being a problem solver, a designer, a fixer. But we mustn’t let that blind us to the reality: that potential we see so clearly may not ever be realised. And even it it were,...
Group size matters

Group size matters

In a certain group size (a small tour group, neighbours in a small apartment block, and the people sitting near us in a small classroom) we bond and become a familial group, looking out for each other. Beyond a certain groups size, however, we retreat within our own...
Evil Eights

Evil Eights

Life is too short to put up with toxic people. They sap our energy, drain our passion, and poison our projects. These sociopaths and narcissists create division and drive the good people away from our organisations. Dr Phil’s book Life Code – New rules for...
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