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Category: Intervention
The Patient Experience
Throughout my career, I have worked as a consultant across a wide range of industries. However, my passion is for healthcare.It can be hard to have the trust and belief that there is a way to make change that will benefit patients and the organisation as a whole, and still ensure that everybody is able…
Leadership in Australia: an existential crisis
It’s incredibly damning to watch the Banking Royal Commission roll on, and see leader after leader give token responses to quite serious questions. The type of questions that try to uncover further abuse of a completely disenfranchised customer cohort. Reading some of the headlines, quotes, and transcripts, and even watching footage on the news breaks…
Want to learn something exciting about your customers?
Many organisations and their leaders nowadays think they know what their problems are. This can often be a bit of a trap, as they are often blinded by own personal drivers. Our personal experiences make us who we are, and they also frame the way we perceive the world. When it comes to understanding all…
Check-in, or check out
As a facilitator, you need a way to break into the group. Being the outsider, it is often that you are at a disadvantage. Entering a system that already existed before you even arrived can be challenging, daunting, and a bit intimidating. Even more so, bringing together a group of strangers in order to facilitate…
The power of a good customer story
Sometimes it feels as if the power of storytelling is ingrained in our DNA. Even before written forms of human history, tribes would pass down their learnings through story. Fantastic examples of this still permeating living culture today include much of the Australian Aboriginal dreamtime, or Canadian Inuit mythology. The most powerful of these stories…
Rewriting my relationship with the Closed system
I wrote this as a part of my original certification submission for Kantor Structural Dynamics – Level 2: Changing Behaviour in High Stakes. It’s as relevant now as it was back then, and is the reason why I share it with you all now 🙂 The insight reflected here is useful to catch sight of…
A United Fiasco
Air travel fascinates me. And, for the most part, I still find it glamorous. I do enjoy sitting in the lounge, glass of wine in hand and cheese platter at my side, watching all of the comings and goings of these giant winged buses. And I pay for the privilege – it’s eye-wateringly expensive to…
A place for perturbation
In many interventions, perturbation is often required at varying levels in order to shake things up, create a pull for help, increase engagement, or even shock the system. It can also come in all sorts of shapes and sizes, from wearing a brightly coloured tie into an extremely formal meeting, to switching that tie for…