Tag Archive for: collaboration

A View From the Other Side

I’ve always liked learning something new.

Last week was no different, when I got the chance to spend some time with my new buddy, Ruth Birrell, from Personal Insurance at Aviva in Perth. She was helping me understand what it’s really like to be a call handler dealing with travel insurance calls for Nationwide and Barclays.

I realised pretty quickly that, while I’ve spent years being the person calling into a contact centre, I’d never actually seen what it looks like on the other side.
It turned out to be a really eye-opening experience.

I listened in on a number of customer calls and saw first-hand how Ruth supports each person. In my 90 minutes of observation, I learned a lot!

She talked me through how calls are handled, the kinds of questions people ask, and how she makes sure each customers get the right cover and the support they need.

What really stood out was the level of care, patience and, most importantly, listening that goes into every single call. No two conversations were the same, and I began to recognise it takes real skill to properly understand what someone needs and then to explain things clearly.

There were a few moments where I realised I’d completely missed key details… and yet Ruth hadn’t missed a thing! She made it look easy (I’m fairly sure it isn’t).

And the multitasking…? Well, that was simply the next level. Her nimble fingers danced over her keyboard at lightning speed! ⚡

Spending time with Ruth definitely gave me a new appreciation for her role and I began to understand the impact the whole team can have on the customer experience.

Swap!

After that, it felt only fair to return the favour. I invited Ruth down to the Learning Centre to sit in on a Lead the Way session for an hour.

On Friday morning she joined us and, just like me before, she really enjoyed the experience. It was great to have her there and share a bit of what we do. The session she joined was all about role modelling leadership in our personal behaviours.

She even left determined to complete a learning exercise herself, which felt like a fun thing to do.

Overall, it turned into a really nice exchange. I got a better understanding of life on the phones, and Ruth got to see how we support colleagues through the Lead the Way programme.

It’s a good reminder of how much we can learn just by stepping into someone else’s world for a short time.

A simple swap, but a useful one and I think there were some real benefits for both of us.

When was the last time you swapped roles with someone for an hour to see things from their perspective?

The Breakfast TV Effect

At the end of a Lead the Way leadership session last week with Aviva in Perth, one of the participants came up to my co-facilitator Jackie with a smile and said:
“You two are like a TV hosting couple.”
Jackie and I looked at each other and laughed. 😆
In that moment, I thought about some of the hosts on BBC Breakfast and just smiled again!
Thankfully, no one asked us to read the weather or comment on traffic on the M90! 😉
The funny thing is, we’ve actually known each other for around twenty years, going all the way back to our days when Jackie worked at RBS and I was part of a management consultancy team acting as a thinking and delivery partner.
Like many professional relationships, life and careers took us in different directions for a while. But recently we’ve found ourselves facilitating together, helping leaders think, reflect and grow.
And it’s been great fun.
There’s something quite special about working with someone where there is already a shared history. Our conversations flow naturally. The rhythm of the room seems easier to read. One person picks up where the other leaves off. A question here, an observation there, a gentle challenge at just the right moment.
Perhaps that’s what the participant was noticing.
In my view, Breakfast TV hosts have that same dynamic.
They create a sense of warmth, energy and ease while guiding people through the morning’s conversations.
In many ways, good facilitation is a little like that too.
It’s not about performing or dominating the stage. It’s about creating a space where people feel comfortable enough to think aloud, challenge assumptions, laugh a little, and leave the room seeing things slightly differently.
I think that is what it felt like last week with Jackie.
When trust and familiarity are already there, the focus stays where it should be – on the learning in the room.
And yes… there was a healthy supply of Tunnock’s Caramel wafers involved last week too.
Some things never change.
It’s been a real pleasure working alongside Jackie again after all these years.
Who knows… perhaps we should start a “Good Morning Leadership” show next?!
Who is the colleague you’d happily host a “leadership breakfast show” with?

Clicker in Hand

This week I had the pleasure of co-facilitating a Lead the Way – leadership session with my colleague Nikki Bartlett of Korn Ferry at Aviva in Perth.
We’ve worked together often enough now to know each other’s rhythm and facilitation style. One of us steps forward, the other steps back. We build on each other’s ideas. We throw in the occasional spontaneous activity. We tease each other, laugh together, and all the while participants join in.
There was one constant from Monday to Wednesday.
The wireless presentation clicker.

The Clicker

The clicker moved between us throughout the day. My turn. Your turn. Step forward. Step back.
And in many ways, so did the learning.
In our facilitation world, the clicker is more than a tool. It’s a signal. Whoever holds it is guiding that stretch of the learning. It might be 30 minutes, or even an hour or two.
However, there was just one small issue…
Each of us must have misplaced it at least ten times – old age I hear you say!
It vanished onto tables. Slipped behind laptops. Hid on chairs. At one point, I’m fairly sure it developed legs. By Tuesday afternoon, we were casually asking the room during every pause, “Has anyone seen the clicker?”
It became our unofficial catchphrase!
And yet, somewhere between losing it for the sixth time and the tenth, something struck me.
The clicker kept moving between us all week.
But the learning moved even more.
It moved from us to the participants.
From one table to another.
From a question in the room to a story at the back.
And often, right back to us again.
And the funny thing is, every time the clicker disappeared, the learning didn’t stop.
The conversation carried on, the thinking deepened and the energy stayed in the room.
Which is a good reminder for those of us who work in learning and development.
Slides, models or tools don’t create learning and the clicker definitely doesn’t.
It is curiosity, dialogue and shared ownership that does.
The clicker changed hands all week.
But the real learning in the room wasn’t driven by a button, it was driven by each participant.
So, what moves learning for you?

The Missing Piece

Arriving at Kyle and Emily’s on Saturday evening, we found them busy with a jigsaw puzzle they’d been slowly working through for weeks. It wasn’t just any puzzle. It was a brilliant photo of Emily’s dad, Steve, leaning into a corner on his motorbike. A great Christmas gift and clearly a labour of love.

Early Sunday morning, I had a little time on my hands, so I sat down and decided I’d tried to fill in a few of the missing pieces.

My strategy was simple. Focus on one gap and find that piece first, patiently sifting through every spare piece on the table.

One by one. Carefully. Methodically. Thoroughly.

Sadly – none of them fitted.

After a half hour of effort, I reached a logical conclusion… “There must be a piece missing.”

Shortly afterwards, I announced over breakfast that the puzzle was clearly incomplete.

Emily calmly replied, “Did you look under the table?

I had not… Under the table was… a whole box of additional pieces.

Starting Over…

Another 15 minutes of careful searching. Still nothing. At this point I’d handled what felt like hundreds of pieces and was fairly certain the universe was against me.

Emily wandered over, glanced in the box, paused for a second, picked up a single piece and slotted it straight in.

Perfect fit…

I’d invested close to an hour.

She invested about ten seconds…. Grrr.

It struck me that this wasn’t really about jigsaws at all, rather it was a reminder about perspective.

I was focused on effort. If I just worked harder and examined every option, I’d eventually get there. Emily approached it differently. She looked at the bigger picture. The colours. The shape of the gap. The context. She wasn’t just searching pieces. She was thinking about the whole image.

In leadership, we often default to our own viewpoint. We double down. We try harder. We stay at the table longer. But sometimes the answer isn’t about more effort. It’s about a different lens.

The piece isn’t missing. It’s just in a box we haven’t looked in yet.

And occasionally, the smartest move is inviting someone else to look at the puzzle with you.

Different hands. Different eyes. Different viewpoints.

Same picture.

Usually, a much faster solution.

Who could offer a fresh perspective on a challenge you’re facing?

Meant to Be

Back in mid-December 2024, I met Ella Henricksen for the first time at BYU, in Provo, Utah.
She was a little excited about a possible internship in Scotland.
What I didn’t know then was just how much of a blessing she’d become for me personally.
Ella was set to become the first intern I was responsible for placing in Scotland.
It was a tall order with an extremely tight deadline, to find her a placement by mid-January, with the Christmas holidays in between.
The clock was ticking.
I’d found a willing museum in Edinburgh, but we soon faced challenges with HR and logistics when she arrived in Scotland, that left us scrambling for a plan B.
In those moments of uncertainty, what unfolded felt less like chance and more like divine help.

Plan B

I was hesitant at first to ask Ella to help with something so personal (Plan B) – the final editing of my own book, on top of her podcast work and a few tasks for the FoRB Foundation.
But the more I considered it, the more I realised she was exactly the person I needed.
Ella brought great editorial insight, discipline, and a sense of calm competence.
We met for lunch, mapped out what was left to do, and she got to work.
From there, something special grew, not just a productive collaboration, but a genuine friendship rooted in mutual respect and shared purpose.
We enjoyed many wide-ranging healthy conversations, which became a highlight of our time together.
Ella has made a real difference.
I know she’ll miss Scotland, and truth be told, I’ll miss her too!
As she heads back to the U.S. today, I’m grateful for the way everything came together, even those early setbacks seemed to have purpose.
Some might call it coincidence, but I’d say it was more of a God-incidence.
Thank you, Ella, for all you’ve given. 😊
What unexpected help have you been grateful for?

Bee-Inspired

Last night, I had the chance to meet up with some dear friends and fellow coaches, Philip Atkinson and Dave Kesby.
I joined with many other guests for the launch of Philip’s leadership book “Bee Wise” at the Royal Over-Seas League in London.
Philip is not only a remarkable Organisational Coach, but he is also a beekeeper and an accomplished one at that.
In his book he “lifts the lid on what happens inside a hard-working hive and uses this as a refreshing metaphor to examine working life.”
In essence, “the beehive is the ultimate business case of complex organisations and working life today.”
Philip gifted me a limited-edition hard copy of his book around Christmas time, and I’ve loved perusing it ever since.
The book considers twelve key topics relevant for leadership in organisations today, including change, communication, continuous learning, decision making, diversity, purpose, productivity, teamwork and many more, all through the fascinating metaphor of an industrious beehive.
I’ve discovered a few favourite chapters and understand a little more about the life of bees, and the lessons they can teach us.
Dave was one of 12 guest writers who Philip partnered with to share additional or alternative views, helping to create a community of shared thinking or in other words some hive-logic!
Last night was not just about celebrating the launch of a book; it was about celebrating friendship, shared learning, and the power of collaboration.
Spending time with Philip, Dave, and so many like-minded professionals reminded me of the importance of community and the strength we find in exchanging ideas.
Philip’s ability to weave wisdom and leadership lessons from the natural world into our working lives is truly inspiring.
I wish you every success Philip with “Bee Wise” – may it continue to spark meaningful conversations and insightful reflections in organisations far and wide!
And to all those who have yet to pick up a copy, I wholeheartedly encourage you to dive in and discover the buzz for yourselves! 🐝
Bees thrive on teamwork; just as great leaders foster collaboration – I have a free limited edition signed hard copy to give away!
Tag a colleague, mentor, or friend who embodies the spirit of teamwork and share why they inspire you below.
I’ll pick a winner and send the signed copy to one lucky participant!

Collaboration

Working together, with a group of returned missionaries is such a joyful delight.
Last night, despite being geographically dispersed, literally thousands of miles apart, through the marvel of technology, we were focused, unified and purposeful in the pursuit of a new book project.
Our working title – “𝑫𝒂𝒊𝒍𝒚 𝑺𝒂𝒍𝒕 – 𝑬𝒗𝒆𝒓𝒚𝒅𝒂𝒚 𝑷𝒂𝒓𝒂𝒍𝒍𝒆𝒍𝒔 𝒕𝒐 𝑮𝒐𝒔𝒑𝒆𝒍 𝑻𝒓𝒖𝒕𝒉𝒔”
It is a collaborative effort.
Collaboration: “is the act of working together to produce a piece of work, especially a book or some research.”
I certainly liked the feeling of being a team again.
Any successful collaboration requires our time as well as effort to communicate and gain understanding.
Whilst serving in Belgium and the Netherlands, each of them learned that to be successful in their work, they must be together, as one.
Creating a culture of collaboration was essential in the mission field, and now a new opportunity has arisen for them to co-create in a collaborative way.
Together they shared their views, we heard different perspectives, and received a broader understanding of the project at hand in a respectful and loving way.
It was captivating, engaging and quite frankly just so exciting to be working together again.
I was so grateful to sit in counsel once more with so many of my dear friends.
Individuals brought their own unique perspectives to our discussions, which is of course highly desirable in any great collaboration.
I count it a great blessing and privilege to work with each one of them.
It was as if we’d switched on a powerful divine light as we collaborated and shared ideas.
We began to understand each of our roles and how the project work will move forward.
Through experience, we all know the best collaborators also need to be great communicators.
We learned that successful collaboration allows for lots of benefits to emerge that are essential to success, including delegation, innovation, planning, persuasion, agility, and speed.
And we got off to a marvellous start!
It feels that all of this experience didn’t just happen by accident, or random chance, but rather by divine design.
I can’t wait to meet again in two weeks’ time.
How do you feel about working in a collaborative team?

United we stand, divided we fall

“𝐔𝐧𝐢𝐭𝐞𝐝 𝐰𝐞 𝐬𝐭𝐚𝐧𝐝, 𝐝𝐢𝐯𝐢𝐝𝐞𝐝 𝐰𝐞 𝐟𝐚𝐥𝐥”
It is a familiar phrase, used to express unity and collaboration.
Meaning – if we don’t stand together, ultimately, we will not succeed.
It is a phrase that has been used throughout history to inspire and lift couples, groups, teams, political parties, countries and many more.
Biblically, in Matthew 12:25 and also in Luke 11:17, the scriptures convey the common message that a house divided against itself will not stand.
In modern culture, J.K. Rowling uses a variation of the phrase in Harry Potter and the Goblet of Fire, when Albus Dumbledore says, “We are only as strong as we are united, as weak as we are divided.”
The Bundle of Sticks
I love the moral of this story.
“AN OLD man on the point of death summoned his sons around him to give them some parting advice. He ordered his servants to bring in a bundle of sticks and said to his eldest son: “Break it.” The son strained and strained, but with all his efforts was unable to break the bundle. The other sons also tried, but none of them was successful. “Untie the bundle,” said the father, “and each of you take a stick.” When they had done so, he called out to them: “Now, break it,” and each stick was easily broken. “You see my meaning,” said their father.”
𝑼𝒏𝒊𝒕𝒆𝒅 𝒘𝒆 𝒔𝒕𝒂𝒏𝒅, 𝒅𝒊𝒗𝒊𝒅𝒆𝒅 𝒘𝒆 𝒇𝒂𝒍𝒍.
Recently D. Todd Christofferson said regarding unity, that “…we cannot be one unless we all bend our efforts to the common cause.”
The common cause could be in the home, in our marriages, in our missionary companionships, in our workplaces, or in our teams.
He went on to say that “… unity does not require sameness, but it does require harmony.”
David O. McKay taught “Unity, harmony, goodwill are virtues to be fostered and cherished in every home.”
I accept that unity of ideals and purpose is often hard to achieve.
So how do we build that unity, that harmony with one another?
My favourite piece of counsel and direction comes from Gordon B. Hinckley, he said “somehow forgiveness, with love and tolerance, accomplishes miracles that can happen in no other way.”
For all of us in life, there comes a time to confront ourselves with ourselves – it is a compulsory part of learning and growing.
A time when each of us may have to concede the error of our ways and pride gives ways to humility.
We move forward by standing together, talking together, listening together, working together, serving together, sharing together and by doing good together.
Amid all the hardships of human life, if we can understand a little more of the principle of unity and establish it in our hearts… then our homes, our marriages, our communities and our workplaces, will be much more harmonious.
If you were to explain unity to someone, what would you say?