Working as a management consultant is not only about applying standards and implementing frameworks, it is mainly about change management. I will tell you why. When a consultant applies standards for whatever the reason was, he/she changes the status quo of this specific organization, hence changing the current situation. That means going through a challenge, […]
Every great service organization aims to train associates to develop magic, or as we call it in the hospitality language “WOW” service. Service oriented organizations that are constantly growing, evolving and succeeding are focused not only on the customer service per se, but in creating a culture where associates deliver consistently “wow” service. They realize […]
As the technology industry continues to grow its significance and dominance across the globe, an increasing number of companies are inclined to adopt digital transformation. The past year has witnessed massive growth in the landscape of technology in every aspect, and this will undoubtedly continue to flourish. Obvious Technologies, a pioneering scale-up developing a Command […]
“There is no limit to the amount of good you can do if you don’t care who gets the credit.” – Ronald Reagan Employees want to be recognized for their hard work and rewarded for it. In some ways it seems elementary to need a medal, but the truth is, we never outgrow wanting and needing […]
A key element of business strategy is the recognition that managers frequently represent the most critical component to successful business operations. In my “Contemporary People Management” MBA course, I frequently emphasize the fact that managers today have much greater responsibilities and expectations than their counterparts of years ago. Their jobs are no longer limited to […]
Talent Management is an interesting subject to explore today more than yesterday! Ever since the study of McKinsey in the late 1990’s & the subsequent “The War for Talent” by Ed Michaels, Helen Handfield-Jones and Beth Axelrod, this topic has been a hit over the last decade. However, are we exerting enough efforts to benefit from […]
November 22nd marks the Lebanese Independence Day. This small country that I call home has been through a lot in its young existence. Wars were waged, innocent people have died and people are constantly praying to see the light at the end of the tunnel. But, you’ll always find Lebanese citizens expressing their love for […]
As leaders and managers, all of us have dealt with issues of trust at work at some point in our careers – be it with our teams, our peers, the management, customers etc. Anybody who has worked in the corporate world will vouch for the fact that organizations that have a high ‘trust quotient’ in […]
The difference in behavior between the way an employee treats the customer and an employee interacts with team members can be vastly different. They may display the utmost courtesy in customer service, the friendliness you wish for, the radiating and beautiful smile, the “Yes I Can” attitude, and so on… only to later step out […]
Often, we hear management saying they have a strategy. This will change their position, whether in comparison to their competitors in the private sector, or how they are perceived as a government organization. It will be usually a paradigm shift from how they’ve been operating in the past. They usually lock themselves into a room […]
