Is business expecting too much from leaders?

By August 11, 2016March 13th, 2018No Comments

As business evolves at a more rapid pace than ever, we all seem to be trying to keep up. Pivoting often to meet the expectations of the customer and the broader environment, it’s easy to feel the effects of the hamster wheel as the pace of change, and the pace in which we do business, becomes increasingly fast.

Leaders have the ability to make or break people and teams based on the decisions they make. As we know, one of the most in-demand skills in business now is problem solving followed by (and gaining more momentum year on year) creative thinking. Leaders need to be able to guide teams through the complex needs of changing business models, evolving technology, competitor disruption and multi-generational workforces.

Some days you can feel like you’ve really got it, it’s all moving in the right direction, and then in a very short moment the goal posts can change. Try this, try that, do this, do that – these statements seem to be the new normal. There are days when we just have to settle for what is, while others we walk away with that winning feeling.

Will it ever change – is this the new normal? Are we conditioning ourselves to work at this pace more and more each day? Are we doing enough to equip ourselves with what we need to move with the changing business environment?

Leaders don’t often have time to get ‘off the job’ – to learn in a pro-active way and figure out the pivoting strategies required. A more ‘on the run’ mindset is becoming increasingly normal. Surrounding yourself with mentors, people with experience you need to learn from, and on-demand ‘how to’ content – is the ad hoc way we tend to absorb our information.

The power of connecting with likeminded people is the key to surviving the ever increasing and competing demands of modern work life. A network of people who may be experiencing the same challenges – the same highs and lows, the same pressures. Sometimes, for no other reason than to hear someone else say ‘I get it’ should we look to build a village around us.

Leaders also need to find some quiet time in all this busy, noisy, rapidly changing world. Not ‘stuff in more knowledge’ or ‘build this skill’ or ‘enhance this strength’ time either. Just some time to reflect and find solace in letting go. Even just for five minutes. I challenge you to give it a try.

Don’t worry everything will still be there, just the same as it was, after the five minutes is up.

The world won’t stop – but you can.

Ben Roulston – THINKA Co-founder, Growth

As follow-up, participants apply what they learn and leaders coach using the coaching cards provided, offering feedback to improve both team and individual performances. In due course, participants discuss what has changed, improvements or continued ‘roadblocks’ with their leader.

Follow up

(period defined by the business, with reflection and discussion)

A 5-hour workshop where we look at how leaders can work with teams on motivating, coaching and setting standards in effective ways.


Participants see how important communication and collaboration is when getting results. They learn how to work with each other to build positive store culture and design effective systems and processes.

Workshop 3

(5 hours, face to face)

As part of pre-work, each participant completes a survey that highlights what aspects of customer experience they’re comfortable with and what needs work. This influences the design of the program and its priority areas.


(30 minutes, online)

A 5-hour workshop where we work through the fundamentals of an outstanding customer experience from end-to-end.


Participants learn more about their ‘ideal customers’ and the typical journeys they go through, and how to design experiences that work for these customers.

Workshop 1

(5 hours, face to face)

A 5-hour workshop where we align the values, behaviours and actions required for an outstanding customer experience.


Participants see how to embed the values and behaviours of their business in practical ways – to improve customer interactions and promote long-term loyalty.

Workshop 2

(5 hours, face to face)

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