Monkey management – helping you to help your team manage their own problems

Have you ever had a member of your team approach you with a problem with one of his/her colleagues and ask for your help? As a manager, you have a number of choices. Which is the right choice for you, for the supervisor, and for problematic employee? In a classic article in the Harvard Business Review in 1974, authors William Oncken, Jr, and Donald L. Wass offer a theoretical framework for seeing this situation in its true light and making the right decision. In the article “Who’s Got the Monkey?” the authors tell the tale of an overburdened manager who … Continue reading

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Harvesting your team’s creativity

This week is International Ideas Week, where organisations are encouraged to focus on creativity and innovation, understand that they have a vast untapped resource of creative ideas, and implement programmes to harvest employees’ ideas and turn creative thought into innovation.  Here we offer some tips on how to encourage your teams to tap into their creativity. Einstein said, “Every child is born a genius.” In most cases, the reason why most people do not function at genius levels is because they are not aware of how creative and clever they really are. We could call this the ’Body Builder effect’.  … Continue reading

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Making a great first impression – lessons for front of house

Have you ever stopped to think about how other people see you when they meet you for the first time? It is thought that a first impression can be made within as little as three seconds.  With such a limited amount of time, how much can we really do to influence it? Another thing to consider when meeting someone for the first time, including your guests, is their expectations. Guests and callers will come to you with a pre-formed first impression, due to their expectations of the organisation that they’re visiting, the building, or the service provided. Every day, we … Continue reading

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