For New Leaders


For anyone new into a leadership role or for anyone who has taken over the leadership role of a new team taking the time out to build up a pen picture of each team member is a good first step.

One suggested approach is to create a grid with team members name down the vertical access in the first column and then create a number of other columns across the page where you can note useful information that can help you flex your leadership style in order to get the most out if the individual. Effective leaders have the ability to adjust their approach and leadership style regularly to adapt it to differing situations and the unique differences of team members. Firstly however you need to understand these unique differences and this grid exercise is a way of doing this?

The sort of information that could be useful for the new leader to collect in a systematic way would be

  •  Personality preferences eg Myers Briggs extrovert/introvert sensing/intuitive/ feeling/thinking judging/ perceiving .
  • Motivational and de-motivational indicators for each person
  • Development level eg their current way of working from dependent to interdependent
  • Have they got a clearly defined and understood job description
  • Key objectives
  • Key areas of development
  • Any other useful misc notes

If this grid is compiled and used as a management tool it is useful as a “My Team on a Page ” part of your leadership tool kit . It  can be a useful refresher prior to 1-1 discussions.

Another useful activity to schedule with each team member in the initial few weeks is to allow them un- interrupted time to talk about their personal goals long and short term, for them to share how they prefer to receive feedback and also how happy they are with their current personal development plan. Are they in need of more challenge or more support in their current role. How can you as the new leader be helpful for them.

By taking a genuine interest in what makes each person tick and also how things are currently working out through their eyes it will let them know that you care about them all individually.

Armed with all the above information it will not only allow you to adjust your leadership style accordingly it will also help you understand which developmental opportunities are best suited to which individual in your team. As an effective leader the development and growth of your team should be a key objective.


Sandra works with both businesses and private clients as a coach and trainer. She is also author of the book Own It – regain control and live life on your terms. More information can be found at or 



The Customer Journey Good and Bad


This wasn’t the planned blog subject matter but it has been such an experience that I felt compelled to capture the learnings.

How can some organisations get it so right while others get it so wrong?

Looking after customers or clients , whatever your terminology, with care, effective communication and the personal touch throughout the entire journey is vitally important. I have had two experiences in the matter of weeks which were as contrasting as black and white.

The first experience started well or so I thought with me signing up for a service that appeared to be offering a timely and cost effective solution to my problem (the old saying if it seems too good to be true it probably is now comes to mind). The first problems started to occur when I discovered the timelines of the service provision were very different in actual terms than the one that was originally offered. In hindsight this should have been a warning sign however I proceeded and agreed to a delayed appointment time. The first appointment was conducted but a solution wasn’t fully available at that point so a second visit was required. This is when the problem started as on numerous occasions the second appointment was cancelled, rearranged, not communicated which resulted in time off and loss of earnings by me (the customer) After an official complaint which wasn’t followed up correctly I eventually cancelled the contract and was back where I started 2 months ago.

The second experience couldn’t have been more different with clear expectations, loads of communication, appointments that were kept, problems resolved and a solution in place within an acceptable timescale.

In the theory of customer care training which we deliver as an organisation there is always a chance of “recovery” – taking some action to recover the situation and leave the customer less dissatisfied. To date the first organisation has not taken this route, even after an official complaint and a withdrawal of the contract no one has got in touch to either apologise or offer compensation for inconvenience caused.

If you are responsible for delivering products or services at least learn where the problems are within the system of processes otherwise customers talk and share their experiences good and bad. It’s ok if customers are happy and recommending your services however if they are in the other camp they could be putting potential future customers off and they will look elsewhere. Customer cancellations should always be followed up to find out if “things could have been done differently” and if so extra training or process changes might be required so that the same doesn’t happen again.



Sandra works as a coach and trainer for both businesses and private clients. More information regarding coaching can be found at She has also published a book Own It – regain control and live life on your terms available from Amazon

Taking The Lead In Adapting


Adapting behaviours in order to build better relationships with others is a subject that regularly comes up in both the coaching work I do and also the training workshops.

Regardless of the originating subject matter the topics of relationship building or improving communication between specific individuals is routinely discussed as one of the challenges faced by people in and outside of work regardless of age, gender, sector or situation.

So why is it we often need to take the lead and adapt our approach to improve our interaction with others?

  •  The first thing to realise is that, unless the other individual has done a lot of self-development work in the area of understanding and respecting the individual differences, we can’t rely on the other person in the equation to change or try a different approach
  • If they do then great but we have to assume the adaptation has to be down to us.
  • The second thing after realising some changes are necessary is that you have to WANT to experiment with a different approach and you have to WANT to try and improve the relationship. If this isn’t genuine then any adaptation from your standpoint might come across as false or inauthentic.
  • The third thing is be prepared to experiment with a few different approaches until you find one that works. It helps if there is a strong reason as to why you want to improve the communication or relationship so that the persistence in trying a few times or with a few different techniques is worth the effort in the long run.
  • Try looking at any situation through the eyes of the person you are trying to improve the relationship with. If you were them what might you be thinking, what would you want to change?

I have seen many times relationships between two parties that initially have been very strained and difficult move to a completely different harmonious level once one person has taken the initiative to either be very brave and confront the situation with a very honest and open discussion or tried a different approach (often a few) until a breakthrough was achieved. Often having worked through this initial difficult beginning strong partnerships are forged with much greater appreciation of the differences each party brings to the relationship.


Sandra works as a coach in businesses and with private clients. For more information look at