Making sense of change

If it aint broke, don?t fix it! As a natural default most of us opt for doing what?s easiest right now (also known as taking the path of least resistance) rather than doing what?s best long term. We prefer to do things the way they?ve always been done…so we?re not having to switch our brains on. And why not! If …

Make small talk meaningful!

Be consistent & do it often In my last written blog I talked about how I came to like people and I feel like this is a natural follow on from that. Leaders who are task focused often see small talk as annoying and a waste of time. And it is, if you?re looking for instant results. The benefits of …

The fluff that matters!

Building relationships, running staff engagement and team culture activities and even development conversations are often referred to as fluff! In 2018? Really, that can?t be! Yep it actually is. I?ve heard it used by several leaders over the past few months. Leaders who were in different states, different organisations and different industries?so yep, it?s still happening. If I?d just heard …

Overcome procrastination

And get moving! I don?t procrastinate over many things but when I do it?s exhausting. Most of my blogs, including this one, take around two weeks to complete. I spend so much time trying to work out the right topic, writing a little bit, getting distracted or finding a reason to stop, then rewriting what I?ve already written over and …

The role resilience plays in leadership

Outside of my own life experiences, I only understood the importance of being resilient when I became a mentor in the Juno Adaptive Leaders Program. The program partners working professionals with unemployed or disadvantaged community members for a twelve-week period with the objective of getting them back into sustainable employment. If you go with the definition that leadership is the …

Create your own chaos!

My first leadership role in a corporate environment was in a contact centre. From the minute the phone lines opened in the morning, through to closing off in the evening, it was manic. If I wasn?t really disciplined at prioritising my work I could spend the whole day fighting fires and have zero time to work on improving the business. …

Keeping your team busy

I had a conversation this week with a leader who, when I asked how work was going, said things were ?unusually quiet which is concerning?. It reminded me of the pressure many leaders face when trying to keep their people busy during quiet times. It?s not unlike the pressure we feel when it?s crazy-busy and we don?t have time to …

Contact Centres Uncensored with Shelley Flett and Simon Blair

In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair explore what are the critical components to having effective conversations. At the top of the list is not talking over each other! In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair discuss the components of a great call monitoring program. It’s not just about finding …

Ask permission before giving feedback

Giving feedback to staff is one of the most common challenges I support leaders to work through in their role. I see their relationships with staff deteriorating because ?real? conversations aren?t taking place and unwanted behaviours are being tolerated. At a recent leadership conference I was reminded of a powerful question that, when asked prior to giving feedback, leads to …

How well do you communicate?

To be a great leader you need to be an effective communicator. That doesn?t mean you should go out and get a degree in communication, just care a little more about your audience. We know, from yearly engagement surveys, that employees are constantly frustrated by confusing or unclear communication. And we solve this by setting up working groups to create …