The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

You are Not Listening to Me!

30 August, 2011 by James Lawther 4 Comments

Good Listening Skills

I am busy, I have a thousand and one things to do and now my daughter is in floods of tears because I wasn’t listening to her.  I was listening, she was prattling on about some craft fair event she was doing at school or something. Now, not only am I busy, but I have […]

Filed Under: Blog, Employee Engagement Tagged With: communication, listening

Poo in the Pool

20 July, 2011 by James Lawther 3 Comments

Imagine the scene, you won Euro Millions, you are a multi multi millionaire. To celebrate you bought a house high above Los Angeles in the Hollywood Hills.  It has fabulous views out over the city and a beautiful aqua marine pool.  You have been there a month and are holding a house warming party, all […]

Filed Under: Blog, Employee Engagement Tagged With: communication, motivation, teamwork, video

Do You Want Engaged Employees or Honest Ones?

30 June, 2011 by James Lawther 1 Comment

Engaging Strategy

Employee engagement is everything.  If your employees engage with your strategy they will work hard, go the extra mile, look after your customers, come into work when they are sick and at weekends… and generally push your strategy forward at pace. Employee engagement, you want it, right?  You want them to just get behind what […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, fessing up, reinforcing behaviour, strategy, trust

Clear Work Instructions, an Eight Point Plan

20 June, 2011 by James Lawther 2 Comments

When writing work instructions, you get points for clarity, not style.  Instead of waxing lyrical about the customer journey and decisive moments, just make your point.  Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: best practice, clarity, communication, error proofing, process control, service design, work instructions

Are you Really Committed to your Customers?

16 June, 2011 by James Lawther 1 Comment

Commitment

I spent rather too long at Glasgow airport this week.  Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, marketing, poor service, purpose, service design, trust

  • « Previous Page
  • 1
  • …
  • 10
  • 11
  • 12
  • 13
  • 14
  • …
  • 17
  • Next Page »

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Circles of Influence: Do You Want Your Team Flexing Their’s?

  • Should You Punish Mistakes?

  • Fish Bone Diagrams – Helpful or Not?

  • Do Slogans Work for You?

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in