Wikipedia describes Empathy as the capability to share and understand another's emotions and feelings, and is characterized as the ability to "put oneself into another's shoes". This connection to others is both an honorable and natural feeling, but can also often drive us to do something that, is the completely wrong thing to do. Since joining the Fire Service I've seen many situations where peoples empathy for another has not only caused them to be unable to render help, but on occasions has actually put everyone in danger. In a blog post the other day Seth Godin talked about empathy and asked To View More >>

People with dirty jobs are happier In this movie Mike Rowe from Dirty Jobs does two things, first he talks about a day he worked on a farm and amongst other things docks lambs. I saw this show and couldn't believe he did what he did. I thought it was inhumane and as it turns out initially he did too, but in an entertaining fashion he talks through his learning and explains. The second thing he does is he makes the point that in his opinion people with Dirty Jobs are happier. He puts forward a strong case that following the advice "Follow Your Passion" might be bad advice. For some it will To View More >>

I'd like to think that I am more of a Greenie than some of the Greenies I know, so here is the good business stuff you can learn from the environmental movement. Only a little is about being green, and for some this might be only about the profit baby :-) I don't believe it's right to assume business is anti-environment, although our track track record could be better. But what we can learn from our environmental friends is that our environment is a reflection of us ... a reflection of our choices ... a reflection of our behavior and most importantly a reflection of our values and focus. Not the To View More >>

Why oh why do people find providing good customer service so hard? I guess probably for the same reason so many people struggle with relationships, that is that they co-exist, rather than truly throw themselves into the situation in the effort to find a real connection. Don't get me wrong, I don't believe that the customer is always right, they often aren't but in that moment they do deserve to feel significant and cared for... Often that just takes a little empathy and a smile. Why is it that when people talk about great business they can rattle of a list of companies specializing in various business To View More >>

Over the last 6 months or so I've been to France, UK (twice), Australia (3 times), Netherlands, Germany, Switzerland, USA (3 times), and if you are based in New Zealand like me that's a lot of flying. For a lot of people that sounds glamorous, and on occasion it can be, but seriously, the inside of a hotel room in Paris isn't much different from one in Las Vegas and if you don't get out of it you could be anywhere. I've just got back from a course in San Antonio (Texas) and by the time I left I felt like a caged rat. In 8 days I only got outside my hotel 4 times, and that was to cross the road To View More >>

Why is it that people spend so much time asking how, and so little time asking why? Did we as kids run out of some predetermined number of "Whys" we had been granted? I know my kids ask me constantly, why dad?, but why? ... Why after why, after why? Nothing unusual, I am sure you did it to your parents, I know I did it to mine ... The question is why did we stop? I am often asked for advice about starting a business, and in the early days would jump in and try to help. I'd give support, and maybe some direction, until I noticed how few people actually did something. I still helped, but only if To View More >>

Why can't you be more creative? well, maybe it's because we aren't having fun!. Play, according to Tim Brown, is a crucial part of fostering creativity, and in the following inspiring video he talks about "play", a topic he is obviously very passionate about.   From the TED website : At the 2008 Serious Play conference, designer Tim Brown talks about the powerful relationship between creative thinking and play -- with many examples you can try at home (and one that maybe you shouldn't). It's not just about "play" it's about having fun. Lets face it, through To View More >>

It's been a while since I shared a music video, so yesterday  spent a little time on YouTube and found: How Soon Is Now? by t.A.T.u from their album 200 km/hr In The Wrong Lane It got my attention because a couple of days ago I wrote a post "Be mischievous, Get Noticed", and you can definitely put these singers in that category. Lena & Yulya (aka Lena & Julia) are affectionately open about their relationship, which is great, but I am sure it also helps with publicity. This from their official website ... Brazenly, after promising not to kiss on the Tonight Show, they engaged in a long, To View More >>

Is it possible there is something to be learned from the Fire Service when it comes to handling customer complaints? I strongly believe so and share that learning here. Scenario: Imagine a car accident on a busy highway, multiple serious injuries and heavy traffic. You know there will be lots of screaming and emotion, and this really is a life and death situation for the people involved. The Question is ... What would you do? The amateur care giver rushes in looking for the sickest person, gets caught up in the emotion and most likely gets themselves injured or killed in the process. Not good and To View More >>

When I grow up I want to be just like House MD ... Not only is this such a wonderful show, but isn't he a wonderful and inspiring man? LOL I don't want to scare people, and I say this partly tongue in cheek, but I think it would be kind of cool to be like him. Think about it ... - he's incredibly intelligent - he saves lives when others can't - he's creative, and works outside the box - he knows how to differentiate between the "symptom" and the actual "problem" - he says exactly what he wants to say, when he wants to say it, and political correctness doesn't hold him back - he inspires (also To View More >>