Customer Service Is Not a Department
Customer service is not something organisations add on. It is what emerges from how work is designed, how people are treated, and how decisions are made.
Rob Lambert
How to Support Someone Doing a Difficult Thing
Whether it’s a conference talk or a hard moment at work, support matters most when it is offered with care, timing, and restraint.
Why Resilience Training Fails in Broken Systems
Wellbeing does not collapse because people lack resilience. It collapses when systems make good work impossible — and leaders pass the burden instead of fixing them.
How Leaders Move People Into Motion
Change doesn't happen because it is announced. It happens when people choose to move. Learning how to create motion — without force — is one of the quiet arts of leadership.
The Art of Noticing
Good leaders share a quiet but powerful trait: they notice. They see patterns in people, cracks in systems, and signals hidden in everyday work — and they use that awareness to guide others.
What a Children’s Puzzle Taught Me About Leading Change
A simple children’s puzzle reveals why clarity, focus, and removing obstacles matter more than force or instruction when trying to create meaningful change at work.
How Learning Really Works at Work: Two Learning Approaches
Learning is not about consuming more information. It is about changing behaviour. At work, the most effective learning happens when information, action, and teaching come together.