Part 1 of this series is What Do Consultants Do?, which defines a consultant (as Peter Block puts it) as someone who is trying to change another person, process, or organization, but who has no direct control over what they are trying to change. That post also listed numerous roles that a consultant might play. …

We can’t place enough value on the face to face interactions we have with our call centre staff. Making it a daily habit to ‘walk-about’ is a great one to establish early on when you’re leading a team. But ‘positive reinforcement’ comments can be double edged and you may be perceived as being ‘fake’ if …

Purpose of this Quality Management Blog This blog helps you improve your quality management by providing articles, opinions, commentary and many related resources. The blog is for a general audience, including beginners and those advanced in quality management. The benefits of quality management are many, including that it: Ensures products and services continue to be …

Thriving in Difficult Times In Training and Optimism We say our people are our greatest resource. Do we only say that in good times? Because in bad times, it seems people are the resources we cannot afford. When times are tough, why do managers cut back on training when that is precisely what they need …

Airline ignores opportunity to communicate and connect via social media You don’t have to look hard to see the prominent role Twitter is playing in major crises. When engine problems forced a Qantas Airbus A380 to make an emergency landing in Singapore last week, passengers were tweeting pictures of the damage as their plane sat …

Passionate Interaction: Key to Effective Training As a way of introducing myself to the Training and Development world, I’ve included the bio below. While a variety of skill sets take us in many directions, my strength has been as a passionate communicator. I apply my social psychology background and my verbal skills to my “day” …

This post examines some of the differences in thinking between managers and directors. It explains how to assist when a novice director needs help in making the required changes to their thinking.

Last week GlaxoSmithKline settled a claim with the US Justice Department for $750 million. However, what really made the news was that whistleblower Cheryl Eckard stood to receive $96 million for her efforts. The concern, as raised in today’s Wall Street Journal, is that with such a potential goldmine on the back end, potential whistleblowers …

One interview gone wrong can cause a crisis management nightmare for your organization. Bad interviews have been responsible for igniting countless crises. A few errant words, and what would have otherwise gone largely unnoticed is suddenly an international sensation. The latest example of this is the case of UK nuclear sub commander Andy Coles, who …

Search Engine Optimization & PR: Google Me This I am not a Geek. Let’s get that out there right away. I’m a former pop culture writer and editor and now a PR guy, a flack, a publicist (mostly, 8-5 anyway) with some good ideas and communication skills. And like most people I know, I try …