The home of Matsuda Mulville Thinking
If we are disrespected, do we disrespect in return? Or remain respectful and expose our integrity? A like-for-like response is ineffective in THIS situation. If we are respectful and expose our integrity, do we expect respect and integrity in return? Yes, we do. A low …
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 Outdated ‘leaders’ (the job title undeserved) intensify success-crushing behaviour; they revoke all niceties, blame everyone and reward ‘ungrateful’ customers with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 …
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 …
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 …