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October 15, 2016

One of the most difficult tasks for new leaders is navigating the minefield of difficult conversations. Just the thought of being involved in one can cause anxiety, which often leads to avoidance of the conversations. Avoiding difficult conversations is not uncommon, and it comes at a cost. If the c...

October 15, 2016

Has your organization used Customer Journey Mapping to document and analyze the multiple scenarios that exist for your customers as they interact with the organization? Has your organization identified the key interaction points in order to ensure measurements are in place that gather the Voice of t...

November 8, 2015

Most organizations have them. The dreaded annual performance review. Employees get nervous, awaiting the one conversation that will sum up twelve months of their effort, hoping their manager remembers the good with the bad. Managers stress about having to find the time to write several reviews for t...

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Nanaimo * Vancouver * Victoria