One problem with ‘normal’ team leader, management and leadership training, is the minimisation of the human element. The only think more complicated than a human being is a collection of them – a team. Yes, I know it’s difficult. Yes, I know people don’t all react the same way. Yes, I know people rarely react the same way twice. Don’t run away from the challenge but relish it. When you get it right, those awkward, stubborn, people are on your side. Times will always get tough. Not every day can be sunny. You need your people to be stepping up to the challenge. Enjoy the video.

The Hawthorne Experiment is widely unknown. It was a long time ago and so many have refuted its findings. But it works! Watch to the end!

I like restaurants. Not just because I like to eat but my interest is in people and work. Watching people at work is fascinating. I stayed at a hotel while attending a two-day Customer Experience conference. The conference was mid-week and I wasn’t really looking forward to one of those “businessman on his own” type dinners. The restaurant was about half full and very promptly the manager, I assumed he was as he wore a suit, showed me to a table. After a short interval I was asked if I wanted a drink while chose my meal. Then, just as I decided, a waiter came to take my order. Something about the service so far piqued my interest. I am an expert in behaviour at work and this was starting to look remarkable.