Category: #EmotionalIntelligence

When swinging the lead is too heavy to bother

To swing the lead, according to the Longman Dictionary of Contemporary English, is ‘to avoid work by pretending to be ill‘. Having witnessed colleagues’ behaviour for over 30 years, I believe the lead often swings because people cannot be bothered travelling, or need an extra 

Customer Service Orientation struggles with failure-demand

As failure-demand increases to untenable levels, Customer Service Orientation suffers — struggling business’s first casualty. Outdated ‘leaders’ (the job title undeserved) intensify success-crushing behaviour; they revoke all niceties, blame everyone and reward ‘ungrateful’ customers with reduced quality. At the same time tightening their control over 

Demagogues’ indefensible business-as-usual practices

Besides their own wealth and power, demagogues disregard everything and everyone, especially when they can dump problems in somebody else’s lap. It is inexcusable to see personal gain as preferable to untenable causalities and economic catastrophe, despite solutions existing in their circle of influence. As 

Poor leadership rejects a trained and capable workforce

If leadership overlooks staff needs and provides inadequate support and training, should employees be accountable for an inability to complete their duties? While staff strive for self-improvement, new skills and comprehension, indifferent leadership that fails to listen abandons high-quality service, safety and effectiveness. Rather than