Leadership 2: Vision, Values and Mission

18 July 2013

This is the second article in a series on Leadership(Click here for the first in the series) There is much confusion about visions, values and mission statements, and some use the words interchangeably. Some writers tell us that vision and mission statements are oversold, while others would have us believe that they are the biggest…

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Nelson Mandela: his choices, our future

27 June 2013

Nelson Rolihlahla Mandela — an Icon, our hero. We will be eternally grateful for the choices Madiba made in his life. As with all of us, some of those choices would have been regretted, some would be questionable, some would be just plain wrong. But the choices that shaped his life, and ultimately shaped this…

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Leadership: a journey begins

17 June 2013

Leadership has been the subject of study at least since Plato in the fourth century BC.  Since then, various theories of leadership have been developed. Some examine what a leader looks like, others what a leader does, while others, how he or she manages people. Modern studies tend to focus on the impact leaders have on…

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Mandela secrets and your business

12 June 2013

It is frustrating that the government conspires to keep us in the dark about our Tata Madiba. They simply cannot bring themselves to trust us with information. If that frustrates you, as a grown man or woman in charge of your own business, trust me, our employees are just as frustrated and insulted when we…

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Cher or Thatcher: Does grammar matter in the workplace?

10 April 2013

Why bother with grammar? Why do we need it? It’s too complicated. Who cares anyway? With Twitter and Facebook and SMS-speak, people understand what we are saying without our having to get all that grammar stuff right; and, of course, spelling doesn’t matter any more. Or does it? Well, Twitter exploded in a frenzy on…

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Managing discipline: a foreign country?

18 March 2013

Is the disciplinary process a foreign country for you? Owners and manager of small to medium-size organisations often keep away from discipline until an impossible employee needs to be fired. By then it’s far too late. Too much damage has been done. The employee has perhaps damaged relationships with clients, the manager has been driven…

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It’s not my fault: employees and managers missing each other

10 March 2013

 South Africans have a blind spot when it comes to understanding the difference between fault and responsibility. “It’s not my fault that my car’s brakes failed,” we say, and we think that’s the end of the story. If it’s not my fault, somehow I don’t have to take responsibility. I have found this to be…

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Taking employees with you

10 January 2013

One of the trends in customer service to which the gurus are pointing is an employee-first, rather than a customer-first approach. Ivana Taylor from DIY Marketers writes, “It looks like the tide is shifting away from putting the focus on the customer, to putting it on the employee who delivers that experience.” As I mentioned in…

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Customer Service: Finding the Key

11 December 2012

The quality of a customer’s experience has a direct bearing on sales and profits: insights from local companies

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What your boss wants?

29 November 2012

In a recent survey top South African CEOs were asked for three things they most valued and three things they least valued in their employees.  Passion, boldness and a positive, can-do attitude topped the list of valuable traits.  A strong emotional intelligence and a willingness to work hard were also valued attributes.  Skills and qualifications…

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