The Current State of Leadership

Top Communication Issues 0615

It's hard to identify why but there are currently major gaps in leadership, in Australia at least.   Actually, it's not that difficult to understand really. The things we want from work are not that different to what we are looking for from life in general. The difficulty is not in the knowing, it is in the application and doing. It seems that employees in the modern workplace are screaming for a certain style and capability of leadership, but current cultures are challenged in delivering it. The current state of leadership is not … [Read more...]

Does Leadership Intent Equal Business Success?

CoachStation: Leadership, People and Business Development

 Not really! The consistently large gap between behaviours, intent, desired culture and reality remains an issue. I was flying home to Brisbane last week and had the opportunity to read the latest 'Inside HR' magazine from cover to cover. It is always an interesting read with much that grabs my attention. However on this occasion, by the time I was towards the end of the magazine a theme had started to form in my mind. There were various articles and highlights within the content that rang alarm bells for me. Or maybe it was more that the … [Read more...]

Leadership Benefits: Self-Awareness and ROI

CoachStation: Self-awareness and Leadership Development

Does self-awareness and an understanding of leadership impact really matter to organisations? Nearly all managers and people in leadership roles believe they make a difference. In some cases, this is true. In reality however, the evidence continues to demonstrate that leaders overstate their value and influence. One of the core traits observed in the best leaders I have worked with is self-awareness. This is tightly linked to a willingness to be honest with themselves as well as others. There are also points such as decision making … [Read more...]

CoachStation: Contact Centre Leadership Case Study 2013-14

CoachStation: Culture and Outcomes

Steve Riddle was engaged in early 2013 to provide consulting, leadership and people development services and produce a report summarising the strengths and areas for improvement that existed at that time. The approach to undertake this review, prepare the report and provide recommendations was to engage stakeholders at all levels of the business including the contact centre, hardship, complaints teams and relevant people external to the centre. The original consultation period and subsequent review occurred between April and June 2013. A highly … [Read more...]

Customer 360 Symposium: Leadership and Your Customers

CoachStation: Customer 360 Symposium

Under the remit of my current contracted role as Head of Customer Service for Toyota Finance Australia, I recently attended an event in the Hunter Valley in Australia organised by Ashton Media titled Customer 360 Symposium. The opportunity to mingle and share ideas with like-minded professionals and customer focussed providers was genuinely excellent. There were many takeaways, some of which I felt it relevant to share via my blog as there are key points that relate to culture, leadership and creating an environment that encourages outstanding … [Read more...]