Tag: culture

Right dress?

Meetings No Comments

In my 3 hour facilitation training module, I share 10 things that make for great events. As well as thinking about how to ‘dress the room’  I make the point about thinking of how best to turn up, dress wise – each sector (and country) can have quite different dress codes, in their normal work environment and their offsite settings too. I remember my first away day (as a participant) over 20 years ago where I got it completely wrong, dressing more formally, including a tie clip!

We tend to encourage our clients and their groups to come to our sessions to dress as they feel comfortable.

We try to be ‘average’. In these three photos taken over three consecutive days, whilst heading out when staying away last year, which sector do you think is which?


Learning from success #2…the importance of the crowd

Teams No Comments

One thing a couple of people have picked up following this blog is the role of the supporters in understanding Andy Murray’s victory (which by the way we think is a great example of the Front Foot working and organising – literally).
Technically all elite sportspeople are very close – so mastering the mental battle is a huge differentiator…that mental edge is often the BIG thing.
The importance of crowd support probably can’t be under-estimated in helping players achieve these small scale advantages. Teams win more often at home – the London Olympics were a testament to that. The Lions had 35k supporters in Sydney last Saturday – almost 50% of the attendance. And 90%+ backed Murray on centre court last Sunday.
This must be a big boost – and even if it is just a little one, it can make all the difference.
So, who do you support? Who do you follow? Who do you encourage?


Makes you think

Reflect No Comments

Is this teaching, community building, marketing, engagement, trust building?

This video on empathy from the States is powerful stuff.

A bit on the back story here.

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Getting rid of the mess

Values No Comments

The impact of the Francis inquiry in health care in the UK continues to reverberate. We like the very practical things (speak – act – lead) that individual doctors are being encouraged to do by a bunch of their peers.

And in a recent blog we posed the question of what can be done– and offered a teaser of an example to learn from…

We think the improvements that have led to a reduced nuisance of dog fouling is due to a number of ‘nudges’ that make it easy for people to do the right thing, every time.

Looked at through one of our favourite frameworks – SPP– there are a number of things that have helped sustain progress in cleaner streets and parks over the last few decades:

There was change in three dimensions:

1) STRUCTURE change – by laws to regulate some action, set a path and direction – with prosecution of (human) offenders

2) PROCESS change – town planners listened to local people and put in dog poop bins and systems to empty them+++

3) BEHAVIOURAL pressure for personal responsibly – from other dog walkers to do something pretty unpleasant with a plastic bag (even when no one is watching)

So, how does this help in thinking about getting rid of the mess in health care? For example, on improving compassion in health care, I think there are things to do at all three levels:

a) STRUCTURE: Promoting leaders for their values (plus thorough regulation of professions too)

b) PROCESS: Investing in the capacity for bottom up staff and patient led improvements – leaders listening and helping

c) PATTERN: Building a cultural campaign amongst staff for calling unproductive behaviour by peers on the wards, etc. This is something that is pretty hard for many to do – and not for just when others are watching. But it is essential to get beyond the sort of verbal ‘window dressing’ (“we are here for the patients”) that can happen in ‘noble purpose organisations’.

I walked over a verge in the dark the other night and realised I no longer worry about what I might stand in like I did when a lad delivering papers during early winter evenings. It reminded me again of this inspiration for health service improvement post Francis. An example based on 3 levels of ‘nudging’ – structure, process and pattern of behaviour. A model on what has helped eradicate dogs mess on the streets.

(btw, I think the process improvements of the bereavement system (with the one stop shop approach to cancelling passports, driving licences, etc) is another example of a study of success change/improvement with the SPP framework in mind: new integrated IT system, more time for registrars and a willingness of staff from hospitals to town hall to help make it work for relatives….but maybe that is another blog…)

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Noble…energy, this and that

Front foot, Organisations No Comments

You may have seen our recent blog and our book idea on Noble Purpose Organisations. We have had a great response. However, please do pass on the idea to others you know…and please say if you want to get involved.

Our intention is to write an entertaining and personally practical book – full of ideas for people to put into action in whatever role you have in a NPO (from volunteer to trustee, admin to CEO).

We want to do it with a really positive energy too….and on the importance of a positive stance, have a read of this.

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Global customer service??

Personal productivity, Values No Comments

From this hotel chain customer service programme (see the third section: People-ology) marketed nicely to staff with this high end video production (which, by the way, I think is making a difference to my experience of their hotel group)….

…to this concern for important consumer issues around the world from the campaigning organisation CI.

From the sublime to the ridiculous? From the service to the haves, to the exploitation of the have not’s?

Consumers? Users? Buyers? People?

‘Customers’ unite??

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The power of connectedness

Values No Comments

Two top TED talks on the power of connectedness…this one emphasises the importance of living wholeheartedly. The second shares some unexpected results when asking for help.

Thanks Gema for pointing them out.

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Now is the moment

Values No Comments

As you may know we have been interested for many years to see ‘values in practice’ – for example, a health care system that puts some of the stated concerns (quality, safety, kindness etc.) into practice (see this earlier pro-bono work).

We notice, post the seismic impact of the Francis Report into care failings in part of the UK National Health Service, more and more initiatives that are working to get ‘The Culture’ right, such as this which we see as helping the most critical level of activity in our values model – Level Four (where leaders work very hard and truthfully to model the values they want).

We are encouraged – and wish all those seeking to bring about positive changes for patients/clients/users/customers/consumers/parents/children etc. (in whatever sector) the very best.

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Complaint handling checklist

Checklists No Comments

You will know how much we like checklists to guide professionals as reminders to do what is known – be they surgeons, pilots or engineers or facilitators!

This checklist gives some useful pointers to anyone in any industry facing a complaint.

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TPS Curiosity #179

Think No Comments

Another phrase I hear a lot of in Australia, is one I am familiar with in the UK too,  from the work of Chris Collision and others:  The Tall Poppy Syndrome.

Curiosity in action takes us here – an interesting read.

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