Listen Now

This week we talk through a Case Study about a team transitioning leadership. It is a regular occurrence for the team but there is always a period of time where all team members wait for the previous leader to voice an opinion before they venture their own – even the new leader. What can be done to remedy this?

Are you concerned for a team member or colleague? This week’s discussion is a difficult topic despite the advances for mental health at work that are occurring. Kim and Fulyana explore some real life examples of valued team members and senior staff who begin to exhibit “out of character” behaviour. Whether it is overwhelm, lack of commitment or something more medically serious, we need to have these discussions and manage our teams accordingly.

How do you maintain momentum as a project leader for a long term project – one that may be more than 5 years away? This week Kim shares a project she is leading with an end milestone of 2026 with Fulyana providing the mentoring for this activity. What should you do to stop the excuses when momentum is lost and not even procrastination has taken its place?

Have you made experienced a change to a process or activity that had huge impact but have no idea where the change originated? Do you know how to acknowledge those who suggest change when they can’t explain how to implement the change? This week Fulyana provides us with a couple of examples of innovation/change where we may well not be aware of the person who actually provided the innovation or invention. What are some others you have experienced or learned about well after the event?

Do you wonder why your customers/clients never get your process right? Do you know if your automatic customer contacts actually work the way you think they do? What do you do with those recordings “for training purposes”? This week Kim and Fulyana explore what customer communication means from the customer perspective with some real life examples of what works and what isn’t working the way it should. When should a customer know your process?

Are you frustrated by team members expecting more than can be realistically accomplished? Do you struggle to manage customer expectations in a constantly changing commercial environment? This week Kim and Fulyana talk through some ways to manage both customer and team expectations. How are you approaching these issues?

Emotional Intelligence – Situational Awareness – Pain Point…..Have you been faced with any of these phrases yet? Apparently these are some of the management buzzwords for 2021. So naturally, Kim and Fulyana have a talk about these and others, what they mean and how they have heard them used, not just recently, but throughout their management careers. Do you take time to talk with your team about buzzwords and phrases?

Yes, as we record this COVID19 is still creating havoc in people’s lives all around the world. In spite of this, Fulyana has some heartening news about the positives for a new team leader in these challenging times. Her story is based on an actual situation. Have you taken on a team leader role recently? Is it different to what you expected?

This week, in the third part of our discussion with Rob Fahey, General Manager, Holiday Inn Express, Newcastle, Australia we explore what might be the permanent changes to the hospitality industry as it begins the recovery to business in the new normal after COVID19. How is your business recovering? Will you make permanent changes to your operations? Has there been positives for your organisation?

How would you manage a new handpicked team that has to be stood down indefinitely after 12 short months? How do you develop an organisational culture where everyone interacts with external customers? This week we continue our discussion with Rob Fahey, General Manager, Holiday Inn Express Newcastle (Australia) looking at the importance of the right choices and management of human resources in times of turmoil. We also learn why he is wearing those socks in the photo!!

This week we begin a 3 part discussion with Rob Fahey, currently General Manager of the Holiday Inn Express in Newcastle, Australia. If you have a young team, have moved “up the ranks” yourself to a management role or have had to manage in the tumultuous times of 2020 in a service industry, you will have something in common with this guest executive. In this episode we hear what is important when you are managing in an “experience” industry rather than a service or product industry.

This week in the final part of our discussion with Paul Cuatrecasas, Kim and Fulyana hear about Paul’s book as well as what the future might hold for education of the next generation of executive managers. Paul’s book – (This is an Amazon link – we will receive a small commission if you purchase the book using this link)

This week we continue our discussion with Paul Cuatrecasas looking at why actually making a decision is important and the value of entrepreneurial thinking for today’s organisations regardless of size.

This week Kim and Fulyana have a deep dive into the potential for disruption by information technology. Paul Cuatrecasas joins them from London for a 3 part series on exponential changes and disruptions to industries and what that means for senior executives and their organisations to survive and thrive. Part 1 covers some of the impacts related to the human element of organisations and their services/products. Here is a link to Paul’s book on Amazon (yes, we will be paid a small commission if you purchase through this link)

Do you have a shelf full of books and seminar notes? Have you implemented any of the ideas that were included there? This week, inspired by a comment from a guest during our 200th episode, Kim and Fulyana choose different paths to implementation of ideas whether this is for you as an executive or with your team. It is the ongoing battle of “list” versus “action plan”…….

Do you accept praise well? Does your team know how to accept praise personally as well as for the organisation? In this podcast, Kim and Fulyana share their experiences with giving and receiving praise. Do you practise “success sharing” and does it work?

Do you train your front line staff on the job? Do you know how your customers or clients perceive this? This week Kim and Fulyana look at some recent experiences from both a customer and manager viewpoint. Have you changed the way you train your staff in these days of remote working?

Do you have a workforce that interacts with customers? Have you experienced your service from the customer’s perspective? This week Kim and Fulyana look at recent examples and methods of determining what sort of experience your customers are having when they interact with your staff. Have you had bad service and not complained?

We continue with our tips from some of our guests of the past 5 years. This week we hear from Nick Gorman, Anna Mirzayan, Matthew Wenberg, Maura Sweeney and Jamie Wadley. If you haven’t yet listened to Part 1 with John Eddy, Josh and Krystle Hockley, Libby Pease, Geraldine King, Bishoy Tadros, Ken Wentworth, Trisca Scott-Brannigan, Bec Cofrancesco, Taylor Proctor and Lyle Tard – click here! Here are the links to the original discussions we had with each of this week’s guests. Nick Gorman Anna Mirzayan Matthew Wenberg Maura Sweeney Jamie Wadley

It’s a milestone episode this week – number 200! To mark the occasion and to give you some special insights, we asked our guest executives that have shared their expertise over the last 5 years, to give their two most important tips for senior managers in 2020. The response was very gratifying – so much so, that it is actually enough for 2 podcasts. So here is Part 1…..Part 2 will be on the air next week. Links to our guests original podcast with us are below. John Eddy Krystle and Josh Hockley Trisca Scott Brannigan Bishoy Tadros Libby Pease Ken Wentworth Bec Cofrancesco Taylor Proctor Geraldine King Lyle Tard Our guests for Part 2 are Nick Gorman, Maura Sweeney, Matthew Wenberg, Anna Mirzayan and Jamie Wadley.