A few months ago, I had dinner with a top HR officer who had followed one of our programs and wanted to provide me with a rich “exploratory feedback” (something highly value-creating as it is half way between feedback and questioning. It feels less threatening and...
My true education in “Change Leadership” and “Leadership that gets results” (with my apologies for borrowing the title of a Goleman article in HBR of 2000) dates back in 1998, when being challenged by a client: I was explaining that leading by fear and emotional...
For years, I have looked down at the notion of “Inclusion”. I rejected it, considering it was: A wrong priority: Business is about performance, not keeping everybody happy. In any corporate culture, Benevolence/Support are needed and have to be counterbalanced by...
I remember that, 20 years ago, the think tank advising the Government of an advanced thinking European country, had asked a famous consultancy to help them reflect on ways to reverse the flow of labour intensive work towards cheaper Asian countries. The consultants...
Jan Carlzon was C.E.O. of S.A.S., the Swedish national airline, which he has been widely credited for saving. One of his most famous legacy was the concept of identifying and performing on the “Moments of Truth” that S.A.S. employees would have with their customers....
