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January 10, 2017

I learned early on in my leadership career that the environment I work in was just as important to me as the type of work I was doing.  I had been in jobs that just never felt right, and couldn’t quite understand why I was struggling to be happy.  Then an interview candidate asked me to describe our...

November 1, 2016

Quite often those that are in management positions sacrifice their own needs for the sake of the team.  That might entail working long hours, taking accountability when performance is low or when objectives aren’t being met.  Those in senior leadership positions might be looking for somebody to take...

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