tag:blogger.com,1999:blog-95339122024-03-13T02:21:13.930+00:00SimplicityUnknownnoreply@blogger.comBlogger1099125tag:blogger.com,1999:blog-9533912.post-30991475282660468142012-11-01T18:35:00.005+00:002012-11-01T18:59:08.380+00:00Simplicity and our Church Cafe <div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvbszqqsnfQ6SNE6g6d40zBU91wlYAU8yNdl0NuFvJM5D1ISPDqQL0Qq9ArqsIXtiR-KbAKYK2O49_u3wkUlOxBIdE784aq1sdVLkPgrhfBCUNYUhHIy5c3P6Qj-H4gc_WGdt8/s1600/imagesCAXZ9ZAR.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvbszqqsnfQ6SNE6g6d40zBU91wlYAU8yNdl0NuFvJM5D1ISPDqQL0Qq9ArqsIXtiR-KbAKYK2O49_u3wkUlOxBIdE784aq1sdVLkPgrhfBCUNYUhHIy5c3P6Qj-H4gc_WGdt8/s1600/imagesCAXZ9ZAR.jpg" /></a></div>
<span style="font-family: Calibri;"></span><br />
<span style="font-family: Calibri;"><strong>How’s this for the effectiveness of Simplicity. <o:p></o:p></strong></span><br />
<br />
<span style="font-family: Calibri;">In our Church Centre Café we wanted to see an increase in our
takings by capitalising on our prime City Centre position and high volume passing
foot traffic. It seemed we were missing potential custom. We pondered involving
a marketing ‘expert’ to advise us. We racked our brains about how we might
attract more trade. Mass publicity, leaflet drops, all sorts of ideas were
mooted ….. Until someone suggested we try a handwritten menu on a chalkboard
A-Board outside the café entrance that people walking along the pavement could
not miss. We already had an A Board that looked boringly clinical and corporate
but our handwritten chalkboard really gives an authenticity to our café that
the other A Board did not offer. <o:p></o:p></span><br />
<br />
<span style="font-family: Calibri;"><strong>BINGO! .… it has worked and how!</strong> <o:p></o:p></span><br />
<br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">We have had record takings for the last month or so. New customers
are coming back and also telling their friends. What’s the evidence? - I can
say anecdotally that every time I put the board out someone walking along the
pavement will stop and look. I take the opportunity to do some live research
with those people and ask them if they knew previously we were a café – usually
people say “I’d no idea until this board appeared – but now I’ll pop in”<o:p></o:p></span></div>
<span style="font-family: Calibri;">The cost of asking some marketing expert would have been massively out of our budget range.</span><br />
<br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;"><strong>The cost of our authentic chalkboard was £35 from EBay<o:p></o:p></strong></span></div>
<span style="font-family: Calibri;">Simplicity works!</span><br />
<ul>
<li><span style="font-family: Calibri;"><o:p></o:p></span></li>
</ul>
Unknownnoreply@blogger.com4tag:blogger.com,1999:blog-9533912.post-78360319893735810482012-11-01T17:55:00.000+00:002012-11-01T18:39:30.374+00:00Simplicity and the National Health Service <div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOj6TPQurh_82n2JzRcd1AblWinDCSfmRDIRr2KcsLIo-Lt6tN8VUJHWMcMl17KwbxYZoW_rz1H5_oO0b4EevHlondNKWS014rMVOjjYbVDNcFvCtb9-rN5_Md5m-63WZZ0OgY/s1600/110402e847e0915389a55a18ad700a80b1b7d2.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOj6TPQurh_82n2JzRcd1AblWinDCSfmRDIRr2KcsLIo-Lt6tN8VUJHWMcMl17KwbxYZoW_rz1H5_oO0b4EevHlondNKWS014rMVOjjYbVDNcFvCtb9-rN5_Md5m-63WZZ0OgY/s1600/110402e847e0915389a55a18ad700a80b1b7d2.jpg" /></a></div>
<br />
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<span style="font-family: "Tahoma","sans-serif"; line-height: 115%;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">I spent 35 years working in National Health Service (NHS)
management banging the drum for Simplicity saying we make things far too complicated.
Having left the NHS 8 years ago it’s clear to me that my Simplicity mantra is needed
just as much today. <o:p></o:p></span></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">
<span style="font-family: "Tahoma","sans-serif"; line-height: 115%;">When we ring our NHS Doctor’s Surgery this is the simple
(not) greeting we hear: <o:p></o:p></span></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: "Tahoma","sans-serif"; line-height: 115%;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">“Welcome to the<strong><em> City of Coventry NHS Healthcare and Walk-in
Centre</em></strong>, how can I help you?” <span style="mso-spacerun: yes;"> </span><o:p></o:p></span></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">
<span style="font-family: "Tahoma","sans-serif"; line-height: 115%;">I felt like saying “I could provide you with oxygen because
you sound breathless after that little gem rolled off your tongue!”<o:p></o:p></span></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: "Tahoma","sans-serif"; font-size: 9.5pt; line-height: 115%;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>I rest my case for Simplicity.</strong></span></span></span></div>
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<ul>
<li><span style="font-family: "Tahoma","sans-serif"; font-size: 9.5pt; line-height: 115%;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong><o:p></o:p></strong></span></span></span></li>
</ul>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-9533912.post-16079700527288691332012-10-29T21:47:00.004+00:002012-10-29T21:47:29.409+00:00Simplicity .... Front line employees know all the answers
<br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">I estimate that <strong>98.9%</strong> of questions referred by front line employees
to a <strong>'more ‘senior person’</strong> are unnecessary as the front line employee will
already know the answer …. <strong>Maybe I am under-estimating</strong></span></span></div>
<ul>
<li><div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
</div>
</li>
</ul>
Unknownnoreply@blogger.com4tag:blogger.com,1999:blog-9533912.post-46279138302925386222012-10-28T10:22:00.001+00:002012-10-28T10:22:10.255+00:00Simplicity story number one .....
<br />
<div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">First story submitted by my friend Marilyn Jess in the US
– thanks Marilyn :<o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">She says “Here is one I heard about just recently:<o:p></o:p></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p> </o:p></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p></o:p>Cafe A --it seems like it's locally owned, and in a sense
it is--except the owner isn't involved in any hands on way. When you stand in line
to get service, such as a coffee, you're not greeted, and you can tell the
staff isn't happy working there. Body language is very telling. And
personalizing your food or drink order? Won't happen here. They actually turn
off their Wi-Fi on weekends to discourage people hanging out there. Their core
customers are tourists, and some local.<o:p></o:p></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><br />
<div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">Cafe B--smaller, locally owned and managed, with local
staffers. Anything you order here can be personalized. They encourage hanging
out, and have Wi-Fi every day. Their core customers are local, and some
tourists. They don't advertise much.”<o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><br />
<div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">My take on this ….<o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">
<o:p> </o:p></span></span><br />
<div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">No brainer – Café B wins every time. Café A might suit
the visitor who doesn’t care about that unmistakable personal service. Café B
might be ok for the busy business person passing through. If I were a tourist I’d
want to remember my whole experience in a locality and lack of personal service
would mark the place down for me thus reflecting on the whole locality. On the
other hand if I’m in Café B I suspect I’d feel valued and comfortable. <o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">
</span><br />
<div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p> </o:p><strong>Make your customer feel special – that is Simplicity in action.</strong></span></span></div>
<ul>
<li><div class="MsoPlainText" style="margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p></o:p></span></span> </div>
</li>
</ul>
Unknownnoreply@blogger.com6tag:blogger.com,1999:blog-9533912.post-83406189245573380262012-10-27T22:12:00.001+01:002012-10-27T22:14:10.791+01:00Simplicity and front liners <span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">Simplicity is .... Front line employees solving customer problems and that's
done by supervisors and managers keeping out of the way of font liners. My Simplicity
theory is …. ‘hands-off’ management results in front line customer service excellence.</span></span><br />
<ul>
<li><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p></o:p></span></span></li>
</ul>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-9533912.post-19443107311629981442012-10-26T23:24:00.001+01:002012-10-27T22:15:47.597+01:00Simplicity and whistle blowers<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">Thank goodness for those brave employees who blew the whistle on ill treatment and
cruelty in a home for people with disability called <a href="http://www.bbc.co.uk/news/uk-england-bristol-20092894"><strong>Winterbourne View</strong></a> near
Bristol. In my 35 year NHS career I enough never saw ill treatment of patients.
I would like to think if I had I would have reported it immediately to the bosses.
We should encourage whistle blowing in all care settings.</span></span><br />
<ul>
<li><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><o:p></o:p></span></span></li>
</ul>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-9533912.post-50170702729121422842012-10-25T23:54:00.002+01:002012-10-27T22:17:17.185+01:00Simplicity Blog is back ...<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">I’m thinking of blogging again.<o:p></o:p></span></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">I’m hoping to write stuff around Simplicity based on real people I
meet, talk to and work with. I was struck by a comment from my good friend Carlos
Pereira da Cruz in Portugal who suggested I might like to make my blog more real
rather than theoretical. <o:p></o:p></span></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">This is how Carlos put it:<o:p></o:p></span></span></span></div>
<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-language: EN-GB;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">“I wonder if you should re-open your blog but with
a condition, you will only write and speak of people and cases that are an
example. Not silly pink dreams but the result of the honest work of anonymous
people. You could invite others to write their own stories on your blog. After,
you can present your own ideas and how they relate to the case.”<o:p></o:p></span></span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">So here goes as a starter. <o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">Let me ask readers of Simplicity blog to let me have your story of simplicity
in action. I know there are thousands out there who see simplicity in action
every day performed by those anonymous people who seek no fame and just see simplicity
as the right way to do things.<o:p></o:p></span></span></div>
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 0pt;">
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Send me an email </span><a href="mailto:trevor_930@hotmail.com"><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">trevor_930@hotmail.com</span></a><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"> if you have a short Simplicity story I can share on my Blog and
comment on.</span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 0pt;">
<ul>
<li></li>
</ul>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-9533912.post-51941115390019120762011-10-02T21:31:00.001+01:002012-10-26T00:03:07.385+01:00More wise words from JK<span style="font-family: Verdana, sans-serif; font-size: x-small;">My friend <strong>Janardhanan Kannan (JK)</strong> from Bangalore asked me if he can post this on my Simplicity Blog and as always it is a great pleasure for me to do that. </span><br />
<span style="font-size: x-small;"></span><br />
<strong><span style="font-family: Verdana, sans-serif; font-size: x-small;">What is Simplicity??......................in simple words .... by JK</span></strong><br />
<br /><span style="font-size: x-small;">
</span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Peace is Simplicity.Happiness is Simplicity. Simplicity is beauty.Loving and Caring is Simplicity</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Choose a day as your "Day of Simplicity." </span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Speak little, and listen with attention.......i.e simplicity </span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Do something incognito and nice for a person you are close to. i.e.simplicity.</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Eat simple and natural food. i.e simplicity</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Create time periods for not doing anything – just walk, look around, live the moment........simply....i.e simplicity</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Have your mind open to a more profound and silent sensitivity.i.e simplicity</span></span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Appreciate each scene and each person as they are. In the evening, write down your discoveries. </span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Observe the state of your mind. i.e.simplicity</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">Simplify your needs and wants and thereby simplify your living.i.e. simplicity.</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Verdana, sans-serif;"><span style="font-size: x-small;"><strong>And be a part of "Simplicity blog" of my friend Trevor Gay and continue to associate with the Blog</strong>.</span></span>Unknownnoreply@blogger.com9tag:blogger.com,1999:blog-9533912.post-64063254558699571842011-07-15T23:53:00.005+01:002012-10-26T00:03:24.523+01:00Customer Service alive and well<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>Just when I think exceptional customer service (ECS) is dead from the neck upwards – despite the fact I teach it – I am sometimes positively impressed by fabulous, though small, practical examples of ECS shown by front line staff working on their own initiative.</strong></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">Yesterday I drove my car into <strong>Nationwide Tyres in Coventry</strong> because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local <strong>Nationwide Tyres</strong> about a mile from home.</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at <strong>Nationwide Tyres</strong> some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">All in all he probably spent 45 minutes on my problem in my two visits. </span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>‘It’s ok mate – I’ve done nothing’</strong></span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">I happily gave him £10 and told him to get himself a drink.</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>“I’ve done nothing”</strong> … And yet he did an awful lot for his own reputation and for the reputation of his company. </span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;">How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line. </span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.</strong></span></span>Unknownnoreply@blogger.com7tag:blogger.com,1999:blog-9533912.post-38388106758194969872011-06-01T08:51:00.000+01:002012-10-26T00:03:52.313+01:00School of Couriosity!<strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Take a look at the new </span><a href="http://schoolofcuriosity.wordpress.com/"><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">School of Curiosity</span></a><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"> Blog of my friend and Social Entrepreneur Malcolm McClean.</span></strong><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Malcolm makes things happen rather than waiting for things to come his way. </span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">I have a feeling Malcolm’s new blog will be as successful as his </span><a href="http://www.bearhunt.org.uk/"><strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Bearhunt</span></strong></a><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"> project and his </span><a href="http://www.itsagoal.org.uk/"><strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Its a Goal</span></strong></a><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"> project </span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>Good luck Malcolm and keep rattling cages!</strong></span><br />
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Unknownnoreply@blogger.com9tag:blogger.com,1999:blog-9533912.post-76004961675978349232011-05-15T19:06:00.002+01:002012-10-26T00:04:27.576+01:00Title number 19 .... United are the greatest!<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg39vnQaYepBi5-OzvtBZs0-FdXPfmWYJEwvhZtA5YeyI2ADVmCx8zZEjZbYSTLoWbptn09gGPt6nJddyhjrGgSvX8Tv056rac_6_HwE3FMUS-KFQ0vfi1XzD_gjXacvJvi-c9s/s1600/Manchester+19+Liverpool+18+pic.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" j8="true" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg39vnQaYepBi5-OzvtBZs0-FdXPfmWYJEwvhZtA5YeyI2ADVmCx8zZEjZbYSTLoWbptn09gGPt6nJddyhjrGgSvX8Tv056rac_6_HwE3FMUS-KFQ0vfi1XzD_gjXacvJvi-c9s/s1600/Manchester+19+Liverpool+18+pic.jpg" /></a></div>
<span style="font-family: Verdana, sans-serif;"><span style="font-size: x-small;">My beloved <strong>Manchester United</strong> under the inspiring leadership of Sir Alex Ferguson won our 19th Championship yesterday ... all the more special that we now overtake our great rivals Liverpool who have won 18 titles. We are now officially the best team in English football history and that is a FACT …. Can someone let Mr Benitez know … given how he loves <strong>FACTS</strong></span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">It was so popular they’ve created a special motorway sign on the M6 to commemorate the occasion!</span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Eat your heart out Liverpool FC </span></span><br />
<br /><span style="font-size: x-small;">
<span style="font-family: Verdana, sans-serif;">Happy Days!</span></span><br />
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Unknownnoreply@blogger.com10tag:blogger.com,1999:blog-9533912.post-60609122359292801252011-04-27T18:42:00.003+01:002012-10-26T00:06:20.430+01:00Tacit Knowledge - how to use it?<strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">My mentor Ken and I have been exchanging email thoughts about TACIT KNOWLEDGE. </span><span style="font-family: Arial, Helvetica, sans-serif; font-size: large;"><span style="font-size: x-small;">We'd love to hear your ideas about how tacit knowledge can be effectively captured and used.</span> </span></strong><br />
<span style="font-size: large;">
<span style="font-family: Arial, Helvetica, sans-serif;"></span></span><br />
<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif;">My understanding of tacit knowledge is knowledge that is difficult to write down or express. It’s kind of intangible and difficult to pass on because it’s so difficult to ‘get hold of.’ </span><span style="font-family: Arial, Helvetica, sans-serif;">I suppose an example might be how some people can play the piano by ear rather than by learning from formal piano lessons. Another example might be a footballer (George Best, Pele or Maradona as examples) who does things that can’t be taught on the training pitch and are not learned through coaching. It’s just part of the person – it therefore makes it virtually impossible to pass on or teach.</span><span style="font-family: Arial, Helvetica, sans-serif;">I love the idea that if we could understand it more and ‘bottle it’ we could use it as a force for good. <strong><em>So .....</em></strong> </span><span style="font-family: Arial, Helvetica, sans-serif;"><strong><em>Simplicity Blog reader ...... What’s your take on it?</em></strong></span></span>Unknownnoreply@blogger.com13tag:blogger.com,1999:blog-9533912.post-28286395453413813682011-04-19T08:21:00.003+01:002012-10-26T00:05:41.770+01:00Finding Why<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif;">The world of business is changing. There is a growing trend toward more honesty, more generosity, more just plain human behaviour. </span><span style="font-family: Arial, Helvetica, sans-serif;"><strong>My mad friend (his words not mine) Joel D Canfield</strong> would like to lead the charge toward something totally different. Today, he's shifting his focus from his various businesses to a philosophy he thinks will change the world. </span></span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Joel says: </span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><em><strong>"Too many people spend life stuck, going through the motions; believing they know what to do and how to do it, but never really clear on why. Finding 'why' makes 'what' and 'how' become clear. I want to help folks who are stuck being what the world expected to find their why, to find meaning and joy in life, and show the world who they really are."</strong></em></span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;">Visit his new website </span><a href="http://findingwhy.com/"><strong><span style="font-size: x-small;">http://FindingWhy.com/</span></strong></a><span style="font-size: x-small;"> </span></span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">As expected, there's honesty, generosity, just plain human-ness. 10,000 words already written and hundreds of thousands to come. Free downloads. Room for conversation. A little insanity.</span><br />
<span style="font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>Joel's putting out the welcome mat right now.</strong></span>Unknownnoreply@blogger.com8tag:blogger.com,1999:blog-9533912.post-61157686855397014232011-04-09T17:38:00.000+01:002011-04-09T17:38:15.746+01:00Managers and Leaders<span style="font-family: Arial, Helvetica, sans-serif;"><strong>I am honoured that my friend JK from Bangalore, India has given me this piece of wisdom to post on my Simplicty Blog - thank you JK.</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong></strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">========================================</span><br />
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</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>Please Read & amp; understand the contrast between the Managers and Leaders and then decide for yourself what would "YOU LIKE TO BE"?????</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>Managers. Leaders.</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">---------------------------------------------------------------------------</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Says "Go" Says "Let us Go"</span><br />
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</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Production oriented. People oriented.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Delegates Responsibilities. </span><span style="font-family: Arial, Helvetica, sans-serif;">Maintains Develops.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Shows who is wrong. Shows What is Wrong.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Administers. Innovates.</span><br />
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</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">A Copy The Original.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Asks "How" Asks "Why" & "What".</span><br />
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</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Drives Team Members. Trains Team Members.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Imitates. Originates.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Accepts the Status-Quo. Challenges the Status-Quo.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Short Term Results. Long Term Vision.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Plans & Budgets. Change & Risks.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Standards. Values.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Can be appointed. Should be accepted.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Talks a lot. Listens a lot.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Tells. Asks.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"> </span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Presumes. Explores.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Seeks control. Seeks commitment.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Orders. Challenges.</span><br />
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</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Works on. Works with</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Positional Power. Personal Power.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Keeps distant. Makes contact.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Says what to do. Shows how to do.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Demands respect. Commands respect.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Works in the system. Works on the system.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Gets the best out of the resources. Organises the best resources.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">System centric. People centric.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Professional (IQ). Emotional (IQ).</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Directional. Inspirational.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Systematic. Charismatic.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Have schemes. Have dreams.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Says "Some thing must be done". Says "I must do some thing."</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Doing things Right. Doing right things.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Moretransactional. More transcendental.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Creates Fear. Creates Confidence.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Creates resentment. Breeds Enthusiasm.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Says "I" Says "We"</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Fixes blame. Fixes mistakes.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Knows "How" Shows "How"</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Drives. Leads.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Has Employees. Has Followers.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">People need Managers. People long for Leaders.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>And.......................................................................</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
<strong></strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>The Ultimate Leader says.......</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
<strong></strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>"I did it".........whenever some thing go haywire.......says......</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
<strong></strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>"We did it"......whenever something is semi good and says........</strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><br />
<strong></strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><strong>"You did it":....whenever everything go Right.</strong></span>Unknownnoreply@blogger.com10tag:blogger.com,1999:blog-9533912.post-83301696492735532122011-04-03T21:10:00.003+01:002012-10-27T22:23:35.229+01:00Sir Alex - Genius and gentleman ....<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhuY9jtodMv0zv_I_6xY4pcwkutnEnHuwPPri5sg4DIOqcRcmrL9kSnOouZleeZ6xSFqSzzVPL6Ry4UzfYYnUOBQapwRdtDPkOh5vAikx5bqAytkTH5RSG0DNeva0JXTBG8u1bn/s1600/200px-Alex_Ferguson_by_FvS.jpg"><img alt="" border="0" id="BLOGGER_PHOTO_ID_5591452687989891762" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhuY9jtodMv0zv_I_6xY4pcwkutnEnHuwPPri5sg4DIOqcRcmrL9kSnOouZleeZ6xSFqSzzVPL6Ry4UzfYYnUOBQapwRdtDPkOh5vAikx5bqAytkTH5RSG0DNeva0JXTBG8u1bn/s320/200px-Alex_Ferguson_by_FvS.jpg" style="display: block; height: 300px; margin: 0px auto 10px; text-align: center; width: 200px;" /></a><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>Below is a list of trophies won by Sir Alex Ferguson as Manager of Manchester United Football Club in the last 21 years since 1990. </strong></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>Premier League (11):</strong> 1992–93, 1993–94, 1995–96, 1996–97, 1998–99, 1999–2000, 2000–01, 2002–03, 2006–07, 2007–08, 2008–09 </span></span><br />
<strong></strong><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>FA Cup (5):</strong> 1989–90, 1993–94, 1995–96, 1998–99, 2003–04 <strong></strong><strong>League Cup (4):</strong> 1991–92, 2005–06, 2008–09, 2009–10 <strong>FA Charity/Community Shield (9):</strong> 1990, 1993, 1994, 1996, 1997, 2003, 2007, 2008, 2010 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>UEFA Champions League (2):</strong> 1998–99, 2007–08 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>UEFA Cup Winners' Cup (1):</strong> 1990–91 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>UEFA Super Cup (1):</strong> 1991 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>Intercontinental Cup (1):</strong> 1999 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>FIFA Club World Cup (1):</strong> 2008 </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">That is an amazing 35 Major trophies won in 21 years and ….. With a little luck 2 more to add to that list in a few weeks’ time! </span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Quite simply there has never been a more successful football manager in the long and distinguished history of British football. I suggest there has never been a more successful manager anywhere in world football. </span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">When business authors look for successful people to use as examples of how management and leadership can be perfected I suggest they take a look at Sir Alex rather than the usual suspects from the traditional, boring, stuffy world of business. </span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: x-small;"><strong>I’ve been lucky enough to communicate directly three times in my life with Sir Alex and on each of those three occasions I found him to be a wonderful man who made me feel special. There was no pretentiousness or self-importance we see in some high profile people. Quite the opposite in fact, Sir Alex was genuine, humble, obliging and very kind.</strong> </span></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Sir Alex is now approaching 70 years old and has been in charge at Old Trafford, home of my beloved Manchester United since 1986 and shows no signs of losing his competitiveness. </span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>Long may Sir Alex reign at the Theatre of Dreams.</strong></span>Unknownnoreply@blogger.com12tag:blogger.com,1999:blog-9533912.post-40301545248626684642011-03-30T21:53:00.009+01:002012-10-27T22:24:23.114+01:00What might have been if .....<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Ever have mad moments of thinking about what might have been? After a Twitter exchange with my friend Tom Asacker from the US this evening I got to thinking about what might have been if UK Business Schools had as their leaders for the last 30 years, people like <strong>Sir Richard Branson and the late great Dame Anita Roddick</strong>. These two cage rattling, rebellious, unconventional business icons are - I suggest - the greatest entrepreneurs by a million miles that the UK has seen in the last 50 years. One thing they have in common is the complete lack of traditional or formal management training. <strong>I for one would love to have attended the fictitious “Virgin Business School” or “The Body Shop Business School” safe in the knowledge that the person leading and pulling the strings was Branson or Roddick.</strong> Instead we persist in a traditional UK model of teaching management from a formal, institutional and stuffy perspective rooted in past times as if it were the Holy Grail …. And then we wonder why the UK is no longer a leader in ANYTHING to do with management or leadership on the world stage; whilst younger, less traditional and less stuffy academic institutions elsewhere in the world innovate and lead. </span><span style="font-family: arial;"><strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">As someone once said ….. “If you always do what you always did you'll always get what you always got.”</span> </strong></span>Unknownnoreply@blogger.com4tag:blogger.com,1999:blog-9533912.post-56139304411348566212011-03-26T23:21:00.005+00:002011-03-27T09:22:06.081+01:00Einstein on Capitalism and Socialism<span style="font-family:arial;font-size:130%;"><strong>Albert Einstein of course was not commenting on Britain in 2011 but he could have been. This was the great man writing in his book “Why Socialism?” in 1949 just 6 years from the end of his illustrious and iconic life</strong>. Here is Einstein’s argument against what he calls the grave evils of Capitalism: <strong><em>“I am convinced there is only one way to eliminate these grave evils [capitalism], namely through the establishment of a socialist economy, accompanied by an educational system which would be oriented toward social goals. In such an economy, the means of production are owned by society itself and are utilized in a planned fashion. A planned economy, which adjusts production to the needs of the community, would distribute the work to be done among all those able to work and would guarantee a livelihood to every man, woman, and child. The education of the individual, in addition to promoting his own innate abilities, would attempt to develop in him a sense of responsibility for his fellow men in place of the glorification of power and success in our present society.” </em></strong>Thanks - I’m with you Albert!</span>Unknownnoreply@blogger.com8tag:blogger.com,1999:blog-9533912.post-70302167545151885892011-03-24T20:45:00.003+00:002011-03-24T20:49:09.680+00:00Reflections from a mentor<span style="font-family:arial;font-size:130%;">In one of my regular e mail discussions with one of my greatest mentors he gave me a wonderful insight about how people can be abused in the modern world of management. I have his permission to reproduce his comments on my Simplicity Blog and for me it is an absolute honour. I have learned a lot from this man – his opinions are ALWAYS worth listening to.<br /><br />Here goes – By the way I’ve changed names and initials to protect identities:<br /><br /><strong><em>“I've just had a very sad conversation with Jane. She, just like you and I were in those far off days before regime change, is absolutely passionate about this place and getting it right for the patient.<br /><br />It looks very much as if she is being side-lined and seconded to some non-post.<br /><br />Ever since JC left and successor appointed, this organisation has been slipping backwards to the behaviour and ethics that prevailed in the short fat bloke's reign that you and I remember so well - nothing so overt or aggressive just insidious undermining dishonesty/uncertainty/lack of trust. Jane is not the first that it has happened to and no doubt won't be the last.<br /><br />It got me thinking about how much we take our cues from our leaders and the impact, either direct or by implication they have on our work no matter how diligent we are.<br /><br />Jane was postulating about what she actually achieved and might it be better, or at least no worse, should she not be around. But like any leader I tried to reassure her that she sets the tone; its intangible, its unwritten, unquantifiable. An organisation reflects its leader's behaviour, standards, pace and direction.<br /><br />JC, for all his faults, brought a different and more agreeable feel to this organisation after the short fat bloke was ousted. I don't really have to tell you that. Just wanted a rant at the injustice of it but again, as I've told Shelly, you and I both ended up in a far better place.”<br /></em></strong><br />Thank you Mr Mentor!</span>Unknownnoreply@blogger.com8tag:blogger.com,1999:blog-9533912.post-21911744573624650482011-03-23T20:59:00.001+00:002011-03-23T21:03:10.722+00:00An oasis of tranquility<span style="font-family:arial;font-size:130%;"><strong>A positive comment from a person new to Simplicity Blog always re-energises me to write some more …… so thanks a lot Ralph!<br /></strong><br />Some of my rants are blunt and fired straight from the hip without too much thought but I want to share a calmer, more reflective few words.<br /><br />Today Annie and I performed a 6 minute drama sketch to a group of older folks in a residential home for people with dementia.<br /><br />It was just magical and an absolute delight to be a small part of.<br /><br />When we arrived the folks were talking, seemingly across each other, some were wandering around apparently aimlessly and confused. It was pretty clear some of these mature men and women are in the advanced stage of dementia.<br /><br /><strong>AND YET ……..<br /><br /></strong>During our very simple bit of drama there was just a fantastic 30 to 60 second ‘window’ when one could have heard a pin drop …. Such was the attention given to us by our audience. They were totally with us and engaged.<br /><br />I just don’t have the vocabulary to describe in words what a kick that gave us both. It was as if they found an oasis of reality, solitude and tranquillity in their seemingly, chaotically ordered lives.<br /><br /><strong>It made me ..... yet again ..... realise that generalisations about illness or condition are completely unhelpful and totally unfair. We have to look at individual circumstances and rest assured there can always be great joy, hope and understanding ..... however difficult that may appear at first glance. </strong></span>Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-9533912.post-47688680412244775962011-03-18T22:22:00.002+00:002011-03-18T22:30:51.853+00:00It's not Charity - its Justice<span style="font-family:arial;font-size:130%;"><strong>Capitalists - Please don’t insult and patronise me with rubbish and meaningless statements such as <em>“We can’t trust where the money goes” or … “Capitalism means the money trickles down”</em> … it’s just a lot of cobblers quite frankly. As I watch Comic Relief - and cry - I cannot help but think of the words of Archbishop Dom Helder Camara as follows “When I feed the poor, I am called a saint. When I ask why they are poor, I am called a communist”<br /><br />I read recently that if you are on the MINIMUM WAGE in the UK you are among the top 11% wage earners in the world.<br /><br />This is not about charity – it’s about justice! </strong></span>Unknownnoreply@blogger.com5tag:blogger.com,1999:blog-9533912.post-13673253366614728102011-03-15T22:55:00.005+00:002011-03-15T23:06:03.542+00:00Good bosses do the 'ugly stuff' well<span style="font-family:arial;font-size:130%;"><strong>Been thinking about leaders I’ve worked for and how they handled feedback about performance. The best ones knew how to criticise effectively. Many of them screwed it up and were lousy at giving feedback.<br /><br /></strong>I recall one particular boss in my entire 35 year career in healthcare who explained to me in a private 1-2-1 why I didn’t get the job I’d applied for. I had felt I had a good interview for the job and I was well qualified for the position. To be honest I was pretty angry when I went into his office for feedback. I came out half an hour later agreeing with him that I was not the right person for that job. He was right; I was wrong simple as that. The thing that made him stand out above the rest was he <strong>valued</strong> me by giving me time, in privacy. Though busy, he was not rushed. He allowed me to talk and asked me how I felt it went – he was clearly a superb listener. Most bosses I had were either: Too rushed; disinterested; too 'clinical' and cold; too personal; or too negative when giving uncomfortable feedback which made me feel even worse. </span><br /><span style="font-family:arial;font-size:130%;"></span><br /><span style="font-family:arial;font-size:130%;">People only expect (rightly) to be <strong>valued</strong> as a person - doesn't seem unreasonable does it?<br /><br /><strong>None of us accept criticism well. The good news is there are some bosses who do it well. Long may they reign!</strong></span>Unknownnoreply@blogger.com8tag:blogger.com,1999:blog-9533912.post-82185510870267239842011-02-28T21:47:00.000+00:002011-02-28T21:50:27.343+00:00For cryin' out loud I'm NOT 'system generated!!'<span style="font-family:arial;font-size:130%;">Twice in the last 5 days I’ve had ‘customer care managers’ (at least that’s what they laughingly called themselves) in two completely unrelated organisations say to me (paraphrasing slightly):<br /><br /><strong>“I’m sorry but it’s a system generated response. Sorry you are upset with its contents but because we deal with so many people it’s not possible to deal with people as individuals”<br /><br /></strong>How sad (tragic actually) is that?<br /><br /><strong>TWO SIMPLE QUESTIONS</strong><br /><br />1 What is the point of running ANY sort of business if you cannot be responsive to individuals?<br /><br />2 For crying out loud, why call it customer ‘care’ if you don’t actually give a toss about the individual?<br /><br />My suggestion is to disband the customer care department in such organisations and have a company motto that simply says:<br /><br /><strong>“We genuinely care for you … <em>Err that is</em> …. If you will be so kind as to fit into our ‘system generated’ profile of what we think a customer must look like”<br /></strong><br />It makes me sick to be honest but it also makes me even more determined to carry on ranting about it … If I don’t rant about it I’m condoning it at best; and at worst I’m encouraging really crappy companies to carry on ignoring individual customers. </span><br /><ul><li><span style="font-family:Arial;font-size:130%;"></span></li></ul>Unknownnoreply@blogger.com12tag:blogger.com,1999:blog-9533912.post-49223251772737906832011-02-25T21:50:00.001+00:002011-02-25T21:52:02.274+00:00Tom Peters - More Simple Wisdom from the Master!<iframe title="YouTube video player" width="640" height="390" src="http://www.youtube.com/embed/NE_iY_1MGCQ" frameborder="0" allowfullscreen></iframe><br /><br />Tom Peters has been the greatest influence on my management and leadership thinking since I read his first book the classic best seller “In Search of Excellence” way back in 1983 – WOW!! -was it really 28 years ago???!!!! <br /><br />Tom just gets better with age. This 3 minute video is his latest piece of pure wisdom about how to improve communications between teams in organisations.<br /><br />Is it about the latest cutting edge technology based software system? …. Nope<br /><br />Is it about sending all your employees on expensive communications workshops? …. Nope<br /><br />Aha … It has to be about great leadership – Yes? …. Nope<br /><br />You might be surprised with Tom’s simple solution. <br /><br />Well said Tom – Unsurprisingly I’m with you 100%Unknownnoreply@blogger.com4tag:blogger.com,1999:blog-9533912.post-70282157908874535072011-02-23T23:00:00.003+00:002011-02-23T23:12:00.981+00:00Why don’t you LISTEN to your customer?<span style="font-family:arial;font-size:130%;"><strong>I have said many times how much I love the modern technology and how it has made life so much easier. </strong></span><br /><span style="font-family:arial;font-size:130%;"><strong></strong></span><br /><span style="font-family:arial;font-size:130%;"><strong>But great customer care is still ALWAYS and ONLY about PEOPLE!!!!</strong><br /><br />I’ve had a huge argument this evening with my car insurance company.<br /><br />I’ve got 3 months to my annual renewal and I rang them to let them know my new address as we recently moved. I was told my new postcode comes up on their ‘information system’ as a higher premium area than my old postcode area – that’s fair enough I thought. They then tell me I have to pay £70 for the remaining three months because of this.<br /><br />£70 represents 26% of my current annual premium and if my maths are correct means I would be paying an additional £280 extra premium next year simply because I’ve moved 7 miles!<br /><br />I argued with the person on the phone who could only say <strong>‘That’s what the system is telling me.’</strong> So I asked to speak to someone higher up. After a while a ‘supervisor’ of some sort came on the phone and I had a similar discussion and a similar stonewall, immovable and totally inflexible, robotic, scripted reply.<br /><br />I asked why, as a loyal customer of this company for 15 years, I could not get any dispensation. All she could say was what the <strong><em>automatic information system</em></strong> was telling her. I repeated many times how this was appalling customer service – she didn’t see anything wrong with the customer service. The mere fact she cannot understand why I thought it was terrible customer service tells me all I need to know.<br /><br />In one fleeting moment of weakness she gave away that she was human after all by admitting that hands are now tied by processes and even the remotest element of initiative and flexibility has been wiped out by strict processes and protocols.<br /><br />It amazes me …. For all the years I’ve been with this company I’ve told friends, family and other people how good they are. I have always recommended them. Will I do that anymore? ….. What do you think?<br /><br />This ‘supervisor’ finally told me she could ‘escalate’ my compliant if I wanted …. Initially I said that frankly I couldn’t be bothered … I’d almost lost the will to live by this time …. But then I quickly reflected and changed my mind and said that yes I do want to escalate it. She said I will get a call back from a senior person in the next 72 hours about my complaint. I agreed to escalate it ….. Not because I think anyone in this organisation will change their position<strong><em> (I already know there is not a cat in hells chance of that happening) </em></strong>…… But I simply need them to know they now have one mightily unhappy and previously very loyal customer who, on principle, will not now renew with them come May after 15 years as a customer … <strong>And they clearly just don’t give a toss about that.</strong><br /><br />It is desperately sad how a ‘system’ has crushed the flexibility judgement and initiative of humans. These folks now have an ‘information system’ that gives them only exact and totally inflexible answers. It almost makes me cry that computers have been so ‘mis-used’ in this way.<br /><br /><strong>This company has taken away all emotion and human decision making. It has given in to the ‘machines rule people’ concept …. I am saddened.<br /></strong><br />Some questions to this company …. Unless I’m missing something very obvious this stuff is really not difficult …. Any 10 year old will understand this ….<br /><br />Give me one good reason why you upset a very loyal and long standing customer for the sake of a process?<br /><br /><strong><em>Why don’t you LISTEN to your customer?<br /></em></strong><br />Why the hell are your humans beings not allowed to make judgements based on emotion, common sense and the real world?<br /><br /><em><strong>Why don’t you LISTEN to your customer?</strong><br /><br /></em>Don’t you realise that customers treated badly and made angry will tell as many people as they can about you?<br /><br /><strong><em>Why don’t you LISTEN to your customer?<br /></em></strong><br />Where does your arrogance come from with your lack of customer responsiveness that implies “Oh well … he will stay with us” …. (By the way …I’ve got news for you … Oh no he won’t!!)<br /><br /><strong>Why don’t you LISTEN to your customer?</strong><br /><br />All summed up perfectly by business turnaround guru, Victor Palmieri who said:<br /><br /><strong><em>“Strategies are okayed in boardrooms that even a child would know are doomed to fail. The problem is there’s never a child in the boardroom” </em></strong></span><br /><ul><li></li></ul>Unknownnoreply@blogger.com17tag:blogger.com,1999:blog-9533912.post-39257136687247027602011-02-18T23:35:00.003+00:002011-02-19T00:00:18.208+00:00Gotta love this<span style="font-family:arial;font-size:130%;"><strong>Received a brilliant 'missive' today from a friend.</strong> It's about the Tory/Lib Dem Government cuts in healthcare expenditure in the NHS<br /><br /><strong>Yes ... Yes ... I know the Prime Minister says there are no 'cuts' in the healthcare budget …. I say just ask nurses and doctors at the front line - they KNOW the truth.</strong> </span><span style="font-family:arial;font-size:130%;"><strong>35 years working in the NHS taught me lots of things - one is NEVER trust what Tory Politicians say about the NHS. They want to demolish it - simple as that.<br /></strong><br />Don’t believe politicians - especially Tories. They are ripping our NHS apart for reasons of political dogma and not reality just so that the NHS is ripe for privatisation. Mark my words.<br /><br /><strong>Anyway, here is the missive for some Friday evening light relief ....</strong></span><span style="font-family:arial;font-size:130%;"><strong> E</strong></span><span style="font-family:arial;font-size:130%;"><strong>njoy.<br /></strong><br /><strong>Proposed cuts to the National Health Service</strong>.<br /><br />The British Medical Association has weighed in on the new Prime Minister David Cameron's health care proposals.<br /><br />The Allergists voted to scratch it, but the Dermatologists advised not to make any rash moves.<br /><br />The Gastroenterologists had a sort of a gut feeling about it, but the neurologists thought the Administration had a lot of nerve.<br /><br />The Obstetricians felt they were all labouring under a misconception.<br /><br />Ophthalmologists considered the idea short-sighted.<br /><br />Pathologists yelled, "Over my dead body!" while the Paediatricians said, "Oh, Grow up!"<br /><br />The Psychiatrists thought the whole idea was madness, while the Radiologists could see right through it.<br /><br />The Surgeons were fed up with the cuts and decided to wash their hands of the whole thing.<br /><br />The ENT specialists didn't swallow it - and just wouldn’t hear or speak about it.<br /><br />The Pharmacologists thought it was a bitter pill to swallow, and the Plastic Surgeons said, "This puts a whole new face on the matter...."<br /><br />The Podiatrists thought it was a step forward, but the Urologists were pissed off at the whole idea.<br /><br />The Dentists are fed up to their back teeth and may decide to extract themselves from any new contracts.<br /><br />The Anaesthetists thought the whole idea was a gas, but the Cardiologists didn't have the heart to say no.<br /><br />In the end, the Proctologists won out, leaving the entire decision up to the arseholes in London. </span><br /><br /><span style="font-family:arial;font-size:130%;"><ul><li><br /></li></ul></span>Unknownnoreply@blogger.com8