Persistent insecurity has marked this year 2020 – our lives and livelihoods have been threatened by the COVID-19 pandemic. After many months of extreme uncertainty, many people are experiencing waves of anxiety and fear – even depression for some. Psychologists refer to these feelings of fear and persistent anxiety as an emotional tsunami – being…

“Today is one of those days when I could restore myself to the default factory settings” (Anon) It is easy to feel negative, anxious and disgruntled, especially at a time when worldwide the COVID-19 virus is on the rampage again. The pandemic has pulled the rug out from under our feet, disrupted life as we…

Most customers don’t care about you – they don’t care how good you proclaim to be. They feel nothing about the average experience and knowledge of your employees and they are really not that impressed with some of your veiled promises. Almost all customers want to experience great customer service and not just hear about…

“When employees are kept informed instead of projecting an attitude of ‘I just work here’, they come across to customers as ‘I can help because I am in the know’” – ANON Whilst it is true that any possibility of a “personal touch” and “face-to-face” experience has been taken out of customer interactions, almost totally…

“Roads? Where we’re going, we don’t need roads” (Back to the Future – 1985) So much has been written of late about the disruption and subsequent pain that the world has experienced as a result of the COVID-19 pandemic. Many people have died. Many are hurting. Still more are frustrated by the precautions that are…

When presidents play God, one is reminded of Martin Luther King’s words: “Our scientific power has outrun our spiritual power. We have guided missiles and misguided men.” Being a good leader in any context is tough – having a worthy vision, communicating with clarity, engaging authentically, empathising with compassion, providing hope, etc. One of the…

“The man who moves a mountain begins by carrying away small stones” Confucius When faced with the pressing problems of the day, like pandemics, poverty, hunger, a damaged environment, etc., it is easy to fall prey to feelings of helplessness and be overwhelmed by the seeming insignificance of one’s own contribution to finding solutions. Our…

“You can’t beat the smell of fresh ambition in the morning” (ANON) Some levels of ambition are needed for achievement – the desire or will to succeed at something or to realise a set goal. Channelled correctly, ambition can bring great results. Ambition often gets a bad reputation, however, where the very characteristic that encourages…

The newly-appointed CEO to a giant retailer sat down with his executive team to go through the finances of the group. Pouring through the budget, they came upon a line item with a large associated “expense”. The CEO questioned the number and the finance chief responded: “Shrinkage is included in the budget for theft. Our…

So much is being written about team collaboration and cohesiveness currently – perhaps more specifically, the electronic and digital tools associated with keeping team members in touch with each other and working towards the same goals. So Deloitte, The Digital Workplace, even notes this by means of a definition: “…to solve business problems and operate…

The coronavirus COVID-19 pandemic has impacted the lives of people worldwide in so many ways, not least of all by taking a serious toll on the emotional and financial well-being of its various population groups. In a recent online survey conducted by the South Africa Depression and Anxiety Group (SADAG), for example, the survey results…

“The future belongs to people who see possibilities before they become obvious” (Ted Levitt) Curiosity is a leadership trait that can transform a business to achieve extraordinary results. While some leaders seem to think that when they have found a solution to a particular problem they can stop looking for new ideas, great leaders carry…