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November 17, 2015

Anybody working within a public or private organization has probably encountered challenges with organizational hierarchy.  The structure of reporting relationships can be tricky for employees to comprehend, particularly in terms of who to communicate to, how best to communicate, what to communicate...

November 8, 2015

When I first entered contact centre management 15 years ago, I learned about something called the 3 rights philosophy of leading a team. It is quite simple, but a good reminder of the role of a team leader.

It goes like this:

Every team member has the right to 3 things…

  1. The right to understand the...

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Nanaimo * Vancouver * Victoria