There’s a Dilbert cartoon I like where Pointy-Haired-Boss concludes a presentation on the company priorities for the year. One of his team asks whether it matters that none of his projects relate to any of those priorities, and Dilbert tells him he is overthinking again.
I often find that when people are trying to write their [...]

One of the key steps in team development that I strongly recommend to my client teams is to develop a set of ground rules for the team. It’s one of the steps in my team building model. Ground rules define a team’s expectations of its members, help new members to integrate quickly into the team [...]

I have just come from a five-star hotel where the customer experience left a lot to be desired. I have visited this property on numerous occasions and always found it to be well-run with a high level of service and hospitality. So what went wrong this time?

…well, here we are starting into another year. Someone asked me just yesterday why the website appeared to have ‘dried up’ since June last year; “Dried up????” I shrieked, horrified. The point, however, hit home. We have indeed been somewhat indisciplined about posting for the last six months. And so, with the new year comes [...]