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November 14, 2015

Every leader will encounter the need to deliver performance feedback to an employee at some point in her career.  Some managers choose to ignore the behaviour in the hopes that the employee will correct the performance without the need for a conversation.  This is rarely the case. It might seem easi...

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