Jonathan Mills

stretching people, stretching organisations, stretching nations



Well-published and consistently-modelled values drive extraordinary behaviour in organisations

I use coloured flipchart markers frequently during my consulting sessions and workshop facilitation for companies, not only to record ideas and other thoughts for the groups, but also to depict concepts graphically and illustrate themes. I was recently introduced to… 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 →

Developing character excellence

“There is nothing noble in being superior to your fellow man, true nobility lies in being superior to your former self” (Ernest Hemingway) Character (or perhaps ‘honour’) is a trait that most would like ascribed to them and yet the… Continue Reading →

The principle of trust reciprocity triumphs over bureaucracy

I sometimes get frustrated by poor customer service – no, I get frustrated all the time when it is bad, especially when I am treated with disdain. In situations like the aforementioned, I attempt to keep my cool and offer… Continue Reading →

Using courageous energy to boost emotional capacity

Sarah is an intelligent and talented thirty-four year old woman – a graphic designer and skilled one at that. Her business is reasonably successful, but she constantly lives with the anxiety that she will one day be revealed as the… Continue Reading →

Improving self-esteem – creating probability for success

“Self-esteem is not a substitute for a roof over one’s head or food in one’s stomach, but it increases the likelihood that one will find a way to meet such needs”  (Dr Nathaniel Brandon) I love either watching my grandchildren… Continue Reading →

Arresting the “one step forward, two steps backward” routine

Sir William Edward Parry (1790 – 1855) was an English naval officer and record-setting explorer of the Arctic. He made one of the initial attempts to conquer the perilous trip to the North Pole and, in so doing, travelled further… Continue Reading →

Doing business “as if people matter”

In the early 1990’s, Frank C Nahser, Inc., an advertising company based in Chicago, did a 450 page study entitled “What’s Really Going On?” – the study was designed to provide business with a new method of determining what’s really… Continue Reading →

The question that every organisation has to answer

In the Arthurian legends, Sir Perceval, one of King Arthur’s Knights of the Round Table, was raised by a mother who taught him the importance of asking questions. The instruction was proved invaluable during his youth when he escaped from… Continue Reading →

What’s on your mind? Instilling company vision and values

Many years ago, I noticed a cartoon in a magazine relating to a family – what each family member thought of when one suggested that the family should get a dog. The mother had a picture of a little Chihuahua… Continue Reading →

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