Avoid your ’emotional tipping point’
Avoid your 'emotional tipping point'

Avoid your ’emotional tipping point’

3 weeks ago 0 0 37

Summary: We all have ’emotional tipping points’ where we shift from a specific issue to having a globalised ‘problem’. Everyone’s tipping point and how they get there is entirely unique. There is a lot we can do to improve our lives by managing our ‘tipping points’ and how we allow things to build up to them. Emotional tipping points: How do you determine how much time you have to spend worrying about things that haven’t happened before you allow yourself to tip over into anxiety? How many times or how strongly must your borders be crossed before you kick off a full blown bout of anger or rage? How many times do you have to feel sad before you allow yourself to tip over into calling yourself depressed? If we want to break the cycle of emotions leading to powerful and unhelpful feelings and labels beyond the tipping point there

Read more

Making resilience real

10 months ago 0 0 292

In times of extreme change – as we have seen in 2020 – resilience becomes a key property of individuals, teams, and organisations that want to not only survive, but to thrive. Resilience is often used to describe an ‘ability to cope’ – like a spring that bends under pressure that then ‘snaps back’ when the pressure is released. As we have learned from the accelerated and amplified change of 2020 and the COVID pandemic, not everything that changes ‘snaps back’ – which means that the change pressure doesn’t go away, it remains in place and may even get greater. Consider your business circumstance through the pandemic, and in particular what has changed for your customers: What changes have occurred that will now remain as the new ‘normal’? What changes occurred that will ‘snap back’ to the way they were when the change pressure is removed? What changes have been

Read more

Why most sales reps aren’t built to perform

6 years ago 1 0 1493

Our customers today have access to overwhelming volumes of information, have so many choices and are ever more discerning.  The ability for our customers to truly understand what we can offer them can simply be lost in the white noise. How we connect to customers and sell them our purpose, our values and our offerings can be critical in cutting through this white noise and drive business success.  Great sales people are therefore a prerequisite of success – and you need them right across your business. As organisations become more social and customer centric, every person within the organisation not only becomes a brand ambassador, but a ‘salesperson’ of the organisation, and for the organisation, to its customers.  The old days of salespeople on the ‘outside’ and everyone else huddled within are definitely gone. So what really makes a great salesperson? If you had to identify the profile that would

Read more

Engaging four people for success

6 years ago 0 0 1127

There are only four people in your business. Regardless of the type of business that you have, your business only contains four people. That’s right – only four. Well, it really contains only four TYPES of people: Leaders, Employees, Customers and Community. To be successful, a business has to engage each of these four types of people. The Leadership needs to be engaged with the purpose of the business, to make the critical decisions that take the business forward in a thoughtful and purposeful way.  Leaders who are engaged with WHY the business exists make purposeful decisions that drive the organisation to be better.  Leaders that are disengaged from the bigger purpose will make short term and self-centred decisions, which often leads the organisation into problems (even crisis). The employees need to be engaged to drive high performance.  The literature is clear that an engaged workforce increases performance above and

Read more

The Path Back – 5 Steps to Happiness in Leadership

6 years ago 0 0 1255

Life provides us with challenges. Sometimes we suffer circumstances that leave us in a bad space. We may have lost a loved one, come to the end of a relationship, lost a job or had a major change. The only truth is that you cannot control what happens to you, only what you do about it. Every day we can be exposed to bad experiences. Every day we can suffer minor or major set-backs and traumas. The key to getting beyond these circumstances is to be aware that you can, and apply these five quick lessons from positive psychology to help you get back to your best. When I am coaching executives, I see that this group are often suffering and stuck, and searching for a path ‘back’ to feeling good and high performance. Here are 5 steps that they can take on this path: Step 1: Purpose. Having a

Read more

you get what you deserve

Leading Customer Service Excellence

7 years ago 0 0 2807

Leading Customer Excellence Sometimes common themes emerge which run through the work you are doing.  At the moment, there seems to be a deep need for engagement, for resilience and excellence in customer service. Perhaps they all stem from the same place – the environment that business exists in is tough – there are competitors, the customer has high expectations and the landscape is often changing through technology, regulatory change or economic pressure. We know that customers have access to unlimited information, often an overwhelming range of options and know their ‘power’ in dealing with organisations.  This makes the point of customer interface critical – we have to provide an excellence in experience which allows them to remain engaged and want to be our customer. How do we, as leaders, help our front line people consistently deliver great customer service?  This is one of the things I have been working

Read more

Melbourne’s Chief Resilience Officer: A big step and big challenges

7 years ago 0 0 5292

We can build resilience at a personal level, in teams, organisations and communities.  I applaud the City of Melbourne for seeing the importance of resilience, and implementing the role of ‘Chief Resilience Officer’, supported as part of the 100 Resilient Cities Project of the Rockerfeller Foundation. I therefore read with interest the article in the Age (http://www.theage.com.au/victoria/four-big-problems-for-melbournes-478088-chief-resilience-officer-20140730-zyf3p.html) talking about the challenges that Melbourne’s incoming ‘Chief Resilience Officer’ will face. In fact, the challenges are at least three times bigger than what is mentioned in the article. Firstly, the article really only covers preparation and management of crisis scenarios that impact upon the city.  Of course, the role of the Chief Resilience officer must encourage proper planning and preparation for crisis and stress events, but this is just the start. For Melbourne as a city, as a community, and a network of businesses and organisations, the new Chief Resilience Officer will

Read more

Deciding to play a bigger game

7 years ago 0 0 1043

When do you take the step to play your ‘bigger game’? – You know, the one free of the fears and habits that hold you back from what is really possible.   For most people, it is a realisation that the current way you are doing things is not enough any more.  Something drives us to see that things have to change if we are going to get a different- better- outcome. Because they say the definition of insanity is doing the same thing over and over and expecting a different outcome.  Whilst as we keep doing what we have always done, we will only get what we have always gotten. The realisation that its time to play a new game often emerges because something happens- either something in you changes, or something external to you changes- and you realise that you are not in the bigger game any more. Perhaps it

Read more