How Much Do You Trust Them?


In a fast-changing world, leaders and managers need to trust and empower their team members – especially in a hybrid workplace. This is especially challenging when we’re asking them to make critical decisions that affect our organisation’s reputation, brand, and bottom line. DOWN&...

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Know Your COI – The Cost of Inaction


When creating a plan, you calculate the return on investment, or ROI, for taking action. But unless you also calculate the cost of inaction, or COI, your plan lacks context. ROI answers the question, ‘What are the benefits of this change?’, and COI answers the question, ‘What is the cost of n...

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Clear Their Path


Although my first sporting love is cricket, I’m also a fan of Australian Rules Football. We’re in finals month now, so it seems like a good time to talk about it. A common defensive tactic in Aussie Rules is ‘shepherding’, where you assist a team mate from a distance. In brief, if a tea...

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Nobody Wants to Pay For Work Anymore


If you have been following the latest buzz around leadership and workplaces, you might have come across the phrase ‘quiet quitting’, which refers to employees who do what they are paid to do, and no more. Does that describe some of the people in your team? I think it’s a bizarre society when ...

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Are You a Future-Ready Leader?


I’ve recently been working with many leaders who are grappling with change, uncertainty, and disruption. Some are just battening down the hatches and hoping all that change stops soon. But that’s wishful thinking! If anything, we’ll seen even more change in the future, and you need new skills...

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Future-Ready Leaders – Online Presentation


A crisis doesn’t create leaders; it amplifies them. This time of crisis, disruption, and great uncertainty has put leadership in sharp focus. All leaders need to step up now. We can’t be future-proof, but we can be future-ready, and the best leaders give confidence and clarity to their team...

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When The Going Gets Tough, Involve Your Team


I’ve been working with many leaders recently who are doing their best to lead their teams through this time of great uncertainty and change. They know it’s their responsibility to take the lead, and they are doing their best, while still desperately trying to stay calm and collected for their t...

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Getting The Working From Home Formula Right For Your Team


I’ve been doing a lot of work recently with leaders and leadership teams, and the biggest topic on their minds right now is the future of the office. Specifically, how do you manage a team that doesn’t want to come back to the office full time? Early in the pandemic, when organisations with off...

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How Will You Leverage Something New?


Last week, I started working with two leadership groups – from two very different industries – who wanted help with thinking about their future. Both groups were smart enough to realise they knew a lot about their own organisation, but didn’t know enough about external forces that cou...

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Turn The Tables On Talent


Two weeks ago, I went to Bali to speak at a conference of HR professionals and executives from all around Indonesia. In addition to a keynote presentation to the entire group, I also ran a small invitation-only executive masterclass for senior leaders, sharing ideas about how they could be more fut...

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If You Don’t Ask, You Don’t Know


Last week, I spoke at a conference in Bali, Indonesia, for a group of 1,000 business leaders and HR professionals from all around the country. I was talking about one of my favourite topics: leading through change, disruption, and uncertainty. In my briefing call with the conference organisers, the...

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COVID-19 Has Made Your Customers More …


You might think you know your customers, but do you really? In the last two years – as a result of the pandemic and how it changed our lives – our customers’ wants, needs, and expectations have changed. If you’re still serving the ‘old’ customer, you might be completely missing ...

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Customers On Your Side


COVID-19 has changed the way customers engage with businesses. The new customer has different wants and needs, and the organisations that succeed understand the new customer journey and solve customer problems that really matter. In this practical session, I’ll share the NEW customer trends t...

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Your Customers Have Changed … But Have YOU?


At the start of every year, the consumer intelligence company Brandwatch asks people about their New Year’s Resolutions. In 2018, these were the top three resolutions: In 2019, these were the top three: So you probably won’t be surprised to know that at the start of 2020 (remember, this was b&#...

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It’s 2022 – Do You Know Where Your Customers Are?


What do these stories have in common? Early in the pandemic, the Stadt Hotel in Sweden converted its empty hotel rooms into private dining suites, so locals could still eat out safely with appropriate social distancing. Global consumer goods giant Unilever has made a commitment not to market food &...

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Treat Your Customers Like Partners


In 2020, Sandra Choi, creative director at designer footwear company Jimmy Choo, launched a competition for fans to design their own fantasy shoes. Anybody could submit a sketch to Choi, who posted her top ten choices on Instagram and asked the community to vote for their favourites. After almost 2...

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Do You Know Your Cost of Inaction (COI)?


When you’re planning an important change in your team or organisation, you might calculate the expected return on investment (ROI) before you go ahead. But there’s another thing you should calculate – and most people don’t. I’ll explain this using something we all know. It’s been mo...

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How To Get Things Done When Everything Keeps Changing


Change is a part of life – especially in our ‘living with COVID’ world that’s still full of chaos and uncertainty. Instead of trying to fight this change, we need new strategies to get really clear on what matters most, and then be proactive about managing change, so we can ...

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