Adapted and expanded from the original article by David A. Bratton. For decades, organisations have focused heavily on downward feedback — managers evaluating employees, identifying weaknesses, measuring productivity, and monitoring performance. But one of the biggest blind spots in leadership is often ignored: Who evaluates the manager? It is a question many workplaces still struggle…
Inspired by original ideas from Ron Kaufman Economic pressure changes customer behaviour. When conditions tighten, organisations often look inward—cutting costs, streamlining operations, and in many cases, reducing investment in customer service. On the surface, this may appear logical. In reality, it is often the exact opposite of what is required. Because in difficult times, service…
Inspired by original ideas from Patricia Fripp The Familiar Pattern Most Professionals Experience Think back to when you first started your job. There was energy. Optimism. A genuine sense that this role could open doors, grow your skills, and move your career forward. Much like the early stages of a relationship, everything felt new—and full…
