November 25

Do you REALLY listen?

Do you REALLY listen?

In a business context, I often find when you say to an organisation that they should listen to their customer more, what they most often appear to hear is “you need to give the customer what they want, unconditionally”. In some ways this is understandable, given financial targets, personal objectives and pressures to deliver you can see why this is likely to be interpreted as “roll over and play dead”. In reality, what this represents is a failure to listen.

September 14

What has age got to do with it?

What has age got to do with it?

With life expectancy increasing and people expected to work for longer, we are increasingly working in an environment where workers in organisations have ages spanning different generations. So how much should we pay attention to the ever widening disparity of expectations between older and younger generations?