It’s not something we like to talk about, especially when we’re discussing organizational culture, but FEAR—of all shapes, sizes and sources—exists in the world, as well as hallowed halls of cubicles. Given that it does exist (we have far too many examples of it to deny), what should we do about it, if anything? On […]
Webinar – Inspiring Incredible Customer Service: Observations From A Gurney
Most organizations want to deliver effective customer service. Far fewer organizations truly deliver on that promise. Delivering exceptional customer service is not an easy undertaking. It’s not something that can be required, demanded or even expected. It’s something that needs to be inspired and nurtured. More important—and more challenging—is getting everyone to embrace and commit […]
Webinar – Embracing Uncertainty: Managing Complex Change
Project management is all about planning and control. Plan the work, and work the plan. The problem is, this only works well when you know exactly what you are producing, and can fully define the process of getting there. While this is possible for many projects, it is not possible for all. This is not […]
Webinar – Book Launch: Exercising Agency
This month our webinar will be a little different. But we don’t launch books every month, as a rule, so it seemed like a good idea. Mark Mullaly’s latest book, Exercising Agency, has just been published by Gower. This book takes on the challenge of translating his doctoral thesis into human-readable form. It also provides […]
Webinar (Mar 2014) – Living in a VUCA World
The world feels a little bit crazy right now. In fact, it has for a while. Our organizations feel like semi-organized chaos on good days, and on bad days-well-it’s just chaotic. Things seem no better in the economy, in politics or in every day life on the streets. We are unnerved by uncertainty, challenged by […]
Webinar (Feb 2014) – Managing Stakeholder Expectations
Project management is not only for project managers. While it is important to manage stakeholder expectations and to maximize stakeholder satisfaction, there is also a growing need to educate stakeholders about what it takes to enable project managers to do their job properly. Despite the great deal of meaningful, value-add work that project managers do […]