Jonathan Mills

stretching people, stretching organisations, stretching nations

Tag

care

Leaders should be force-multipliers of commitment

‘Force-multiplication’ is a term used in military science and warfare and refers to an attribute or a combination of attributes that dramatically increases (hence multiplies) the effectiveness of an item or group, giving the troops the ability to accomplish greater… Continue Reading →

“Customers, we are here for you” – really?

The stated customer service value proposition in much advertising and branding endeavours differs from company to company, but fundamentally attempts to suggest to the prospective or current customer that “we are here for you”. We will do things smarter, better,… Continue Reading →

Helping employees overcome emotional exhaustion in the workplace

Getting bogged down by circumstances is probably not an uncommon experience for many – the stresses of life (one’s work and personal contexts) seem to close in on one and one gets “stuck”, immobilised and down-hearted. In spite of these… Continue Reading →

Leaders – care for those you lead

“In a child’s lunchbox are a mother’s thoughts” (Japanese Proverb) On occasion, I also took my turn as a parent preparing lunches for my children when they were in junior school. I was not that creative I guess in what… Continue Reading →

Motivation germinates in a recognition environment

In West Africa, I was enjoying working with and facilitating a workshop for a group of managers from a media company – having rigorous discussions about the topic ‘leadership style’. Many contended that “in that part of the world”, the… Continue Reading →

Engagement catapults the customer service ability of the organisation

“The success of your organisation doesn’t depend on your understanding of economics and organisational development or marketing. It depends, quite simply, on your understanding of psychology: how each individual employee connects with your company; how each individual employee connects with… Continue Reading →

A diet of customer-centric values produces an appetite for extraordinary customer service

A friend of mine had the unfortunate experience of having a heart attack. He told me that it was like having an elephant sitting on his chest – the pain, the helplessness, the debilitation. Upon recovery, the doctor who had… Continue Reading →

Communicating authentically in times of change

Business leaders are being stretched – having to make tough choices and subsequent changes for improvement, or even survival, in difficult financial times. These changes affect people, structure, processes, tasks and systems, so effective communication becomes essential during the whole… Continue Reading →

Closing the performance gap with effective performance conversations

Behind the problems that routinely plague teams and organisations are individuals who either can’t or won’t deal with failed promises – some have just not performed well, missed deadlines or behaved badly; others have broken rules or have been involved… Continue Reading →

Don’t crack under pressure

Jack William Edouard Heuer was born in 1932 in Bern, Switzerland, as great-grandson of Edouard Heuer, the original founder of TAG Heuer in 1860. He holds an Electrical Engineering degree and a master’s degree in production and management from the… Continue Reading →

Standing out from the competition by showing customers that you care

The gesture of showing appreciation seems to be a lost art. A simple “thank you” may go some way to add warmth to any relationship, but in reality just represents common courtesy. Authentically-demonstrated appreciation, however, develops the emotional connection in… Continue Reading →

Cultivating a sense of community at work

The door was open and I received a comforting welcome when I arrived at the potential client that morning. Whilst waiting for my presentation to the executive leadership and sipping on a needed cup of rather good coffee, I was… Continue Reading →

Getting back to leadership basics in business

I see it all the time – leaders abusing their power. Instead of enabling the business environment to enhance productivity and engender trust, they manipulate circumstances to suit their own needs. Because they have authority (and this is particularly true… Continue Reading →

Enterprise architecture and change leadership – a necessary marriage

Gartner Inc., one of the world’s leading information technology research and advisory companies, suggests that “enterprise architecture (EA) is a discipline for proactively and holistically leading enterprise responses to disruptive forces by identifying and analysing the execution of change toward… Continue Reading →

Managers, be mindful in your communication

I sometimes get mildly irritated, no, maybe seriously aggravated, by the following: mobile phone conversations held at full volume on public transport; 20km/h speed limits outside junior schools still applying at midnight, sometimes with a speed camera to enforce it;… Continue Reading →

Stimulating energy for productivity

In small and large manufacturing and production-type enterprises, apart from technical issues that may occur from time to time, one of the most pertinent issues faced by leadership is getting the various teams focused and applying their energy appropriately. Modern… Continue Reading →

People change when they interact, not when they are told

The human being is required to change through all stages of life – these changes are sometimes subtle in nature, but at other times, almost forced.  The changes include adjustments in approach, refinement to character, panel-beating one’s attitude and reversing… Continue Reading →

When leaders in government don’t listen

Citizens in so many countries are angry. Sometimes and in reasonably good faith, these people have gone to election polls to vote on progressive policy and the said good intentions of party leaders, only to be disillusioned over and over… Continue Reading →

The security of family stability & structure as an example for business leadership

Growing good citizens who contribute fully within society is perhaps one of the key goals of parenthood. Children who have been raised well realise that life doesn’t revolve around them – they treat others with dignity and respect, they attempt… Continue Reading →

Technology mythology that may hinder a quest for growth

The 20th century will probably be remembered for many things – two world wars, the hippy (peace) movement, democracy, the establishment of human rights, the space age, global financial crises,  exploration and the subsequent growth in knowledge. Perhaps, however, it… Continue Reading →

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