Many of us aspire to great leadership. But how do we recognize what great leadership even looks like? What are the attributes that make leaders great? Here’s one of the most important: Highly effective leaders don’t rely on what they…

While conducting Staff Development Reviews (SDR) with a client and his management team last week, it became apparent that some participants were just going through the motions. Sure, they had completed the required paperwork and attended the review session and, on the surface, seemed engaged, but, as we delved a bit deeper, I realised that the answers were vaguely familiar. Then it hit me – I had heard the same answers and remarks six months earlier! So, in the eyes of the management team, and probably the employee, another box had been ticked and they could all get back to the “real” work of serving customers.