Blog Archives

Perspective on pandemic panic requires hope and resilience

Yes, we indeed live in unprecedented times – but haven’t there always been unprecedented times in human history?

There is no room for corona complacency during this current medical and economic crisis. Yet, in spite of cancelled travel, cancelled conferences and investment losses, I find myself safely at home, extremely concerned but relatively calm… possibly because of my work to help others be more resilient in times of change; and probably because I’m old enough – and lucky enough – to have survived previous stock market crashes, job losses, airline closures, toilet paper shortages, Ebola outbreaks and being stranded in third world hospitals, war zones and countries with border closures.

Shock disruption also happened with the tragedy of 9/11. On that fateful day, I happened to be the keynote speaker at the World Airline Conference in Brisbane. The topic: ‘Change is inevitable – Learning from change is optional’. You can imagine the mood among the 1600 delegates from around the world…

That same week, Ansett Airlines collapsed which made headlines, but many suppliers and event businesses also went under with horrendous fallout, including unreported suicides. Conferences were cancelled and the gaping hole in my busy schedule (and cash flow) prompted me to write a book, Hope Happens! – words of encouragement for tough times. As the title suggests, it’s the opposite of S%#T happens.

Fear is the thief of time, kindness and courage. There is no vaccine for the trauma of life; whether a bushfire, pandemic or loss of a loved one by tragic or natural causes. Yet knowledge and perspective may sometimes serve as a mild antidote to anxiety. 

And although admittedly not feeling particularly ‘motivated’ as a ‘motivational’ speaker, I learned a long time ago to focus on what I can do as an individual; and not waste excessive energy on what I am unable to change. So, although somewhat lengthy, here are some thoughts and lessons learned on my own journey that might help keep your spirits up, as the dollar and share market go down.

Read the full article

Until next time, I encourage you to stockpile… on resilience, optimism and kindness!

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Posted in The world @work

Why good service is good business

How often do you get frustrated as a customer? Working part-time in hospitality to put herself through university, Catherine DeVrye had a customer centric work ethic drilled into her. Later in her professional life working at IBM in Japan, she became totally ingrained in a culture where she lived and breathed service quality every day. Over the last 25 years in her career as a best selling author and motivational speaker, Catherine has helped organisations on five continents to become more globally competitive by embracing continual improvement.

In today’s competitive talent market, a job isn’t enough for most employees; they want to make a living and make a difference. These days Catherine says she seldom speaks just about customer service. Taking a holistic approach, providing a good service also means the service you provide to your team, your community and to yourself. In this video, she explains how to develop relationships for long-term repeat business and why you can’t take care of your customers, if you don’t take care of yourself.

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Posted in The world @work