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 …

2017 has been…

I’m assuming that a large number of you reading this blog right now are on annual leave and quite possibly recovering from the post-Christmas hangover that comes with over indulgence. So, I’ll keep it light-hearted and avoid putting too much strain on your brain. This week’s topic is typical of the ‘end-of-year’ theme and is about reflection and happiness. Now …

Building your leadership brand

How awesome is it when you’re tapped on the shoulder for a role? Even if it’s not a role you want, it’s pretty awesome to be considered for it. So what’s the secret? How is it that some people get tapped on the shoulder for role after role and others get crickets, that is, just the noise of crickets, nothing …

When is it unhelpful to ask ‘why’?

By now I’m sure you’re familiar with leadership expert, Simon Sinek, and his popular TED Talk about how great leaders inspire action. Simon talks about the golden circle with WHY being at the very centre. He says people don’t buy the ‘what’ or the ‘how’, they buy the ‘why’. It’s a brilliantly simple way of understanding what influences the decisions …

Intention > Action > Impact

Have you ever said or done something that you’ve immediately regretted? In your head it seemed ok, your intention was positive but it came out all wrong and had a negative impact. And when this happened did you… Try turning it into a joke – a really, really, bad joke Start rambling – and try to justify your actions Continue …

Stop making people wait

Like a large percentage of the population I like to be early. I can’t stand the thought of someone having to wait for me and so I’ll plan my calendar very carefully to ensure I’m on time. Now, I’ll admit there have been times where I’ve been late, but it’s the exception, rather than the rule. Arriving early gives me …

What do you value?

When I was younger and hopping from one job to another, in the pursuit of finding my passion, I never stopped to consider that what I was looking for was an alignment in values. On reflection, the most fulfilling roles I’ve ever had have been working for leaders who share similar values to my own. You see our values are …

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 …