Mothers were dying In 1840’s Vienna they were dying of “childbed fever”. In one hospital the death rate was alarming, roughly 1 in 10 mothers perished after childbirth, some months this statistic climbed to a horrific 30%. A young doctor, Ignaz Semmelweis, working in the maternity hospital noticed that in a neighbouring hospital death rates were a far […]
What is the One Thing Your Staff Won’t Tell You?
Imagine that you saw a newspaper advert. It said that the psychology department at your local university was running a “memory study” and that it wanted paid volunteers for an hour-long experiment You were having a slack morning so you decided to give it a go At the laboratory you met two men; one, the […]
Why do Mission Statements Matter?
Yesterday I was writing mission statements. It wasn’t easy. We ended up with something that was designed by a committee, stuffed full of adverbs and instantly forgettable. Very frustrating A good mission statement makes a difference, it tells people what you stand for, what your purpose is. It is something to engage with. Read these, […]
How to Change Behaviour or Why Fish Don’t Ride Bicycles
It is a big challenge, maybe the big challenge. How do you sustain change? How do you get people to do something different, to change their behaviour? Here is a model to frame the problem… There are 5 stages people have to pass through before they will change their behaviour for good: Awareness Want Know […]
Do You Hold Morning Briefings Like a TV Star?
If you are of a certain age you will have Hill Street Blues burned into your memory. One of the biggest TV shows of the 80’s. It was horribly schmaltzy. Admit it, you watched it Now you might be wondering, what that has this got to do with running a service operation? At the start […]
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