Customer Focus

Our Thinking

Better Education

The purpose of education can be lost in bureaucracy. Educators become so busy with administration and issues about themselves, their focus moves too easily away from the students. A truly student-centred approach to education requires a heartfelt motivation to nurture – and a steely resistance to overcoming issues that stand it its way.

Kindness

The missing ‘sauce’ in many service processes is the free value that can be delivered through the expression of kindness. If given from the heart, in a way that is valued by the receiver, it builds relationships and goodwill. 

Who is being fooled

Whether it be Donald Trump, a bet on a ‘sure thing’ or the tail of the peacock, it is tempting to be attracted to outrageous displays on the premise that they might deliver something that gives us an advantage. But invariably they are a façade, a false promise or a pretense. Like the slot machine, they are programmed to make us lose and the ‘displayer’ win. Advertising and flashy people know how to manipulate us – and to fool enough people to make the show suck us in and our money, time and heart out. The track record is that most of these ‘shows’ fail and are hated in the process of failing.
Yes, I am cynical about much of what is pushed towards us. The solution is to seek evidence of the offer – and if it seems too good to be true, it most probably is.

This Spaceship Earth

Futurist David Houle has come up with another provocative book – http://thisspaceshipearth.org – and it sets up action we can take as individuals. And this must be the key for many of the issues confronting us. Whether it be financial, political, environmental, health, bushfire, etc, the more we can do as individuals the better WE will feel about a situation.

Natural Management

The social life of African wild dogs is like a masterclass in organisation, where cooperation is the name of the game, and survival is the ultimate prize. These packs aren’t just wandering the savanna by chance—they’re operating with military precision, making them some of the most successful predators in the wild. You’ve got a tight-knit team here, with a clear hierarchy, coordinated hunting tactics, and a level of group cohesion that could put most human teams to shame.

Pack Composition:

An African wild dog pack typically numbers between 6 to 20 members, though you might find smaller squads of 2 or larger coalitions of up to 40. The core of the group is a dominant breeding pair—the alpha male and alpha female—backed by their offspring and other adults, who might be relatives or just good allies.

The Alpha Pair:

The alpha pair runs the show. They lead, they breed, and they make the big calls—like when it’s time to hunt or move to greener pastures. The alpha female is usually the only one having pups, and the whole pack chips in to raise them. It’s a well-oiled machine where everyone knows their role.

Subordinate Adults:

The rest of the pack isn’t just lounging around—they’re the support crew. These adults, often the alpha pair’s older offspring, help with hunting, defending the territory, and taking care of the young ones. While they might fancy starting their own families, the alpha pair usually has other ideas, keeping things in check through social cues or, let’s face it, more direct methods.

Cooperative Hunting:

When it comes to hunting, these dogs could teach us a thing or two about teamwork. They’re all about strategy, with each member playing a specific role, whether it’s leading the chase or flanking the prey. Communication is key here, with vocal signals and body language keeping everyone on the same page.

Pup Rearing and Care:

Raising pups is a collective effort. The pack practices alloparenting, meaning everyone pitches in to feed, guard, and teach the young. The pups are the VIPs at feeding time, with the adults regurgitating their hard-earned meal to ensure the little ones get the nutrition they need to thrive.

Pack Hierarchy:

There’s a clear pecking order in the pack, with the alpha pair at the top. The other members respect this hierarchy, which helps maintain order and stability. Conflicts are rare, and when they do pop up, they’re quickly resolved with a bit of submissive behaviour to keep the peace.

Communication:

Communication among African wild dogs is sophisticated. They use a mix of vocalizations—including a distinctive “hoo” call—and body language to express intentions and keep the group united, even over long distances.

Dispersal and New Beginnings:

When the pack gets too big or when younger dogs are ready to start their own packs, they disperse, usually in same-sex groups. These adventurers will eventually meet up with others, form a new alpha pair, and kickstart a new pack.

Territoriality:

African wild dogs are territorial creatures, fiercely defending their large home ranges. They mark their turf with urine and faeces, sending a clear message to rivals and predators: “This land is ours.”

Now, what does all this mean for us humans? Well, the social structure of African wild dogs holds a treasure trove of lessons for modern organizations. If we pay attention, we can learn how to build teams that are just as cohesive, effective, and adaptable.

Learnings for Human Teams:

  1. The Power of Teamwork: Just like these dogs, human teams excel when everyone knows their role and works together towards a common goal. A bit of collaboration can go a long way.
  2. Balanced Leadership and Delegation: The alpha pair leads but relies on the whole pack. Human leaders can take a cue here—delegate responsibilities while keeping the big picture in mind.
  3. Investing in the Future: African wild dogs ensure their young are well cared for, highlighting the importance of nurturing the next generation in our own organizations.
  4. Conflict Resolution and Harmony: Low aggression and quick conflict resolution keep the pack stable. Human teams can learn to resolve issues swiftly to maintain a harmonious work environment.
  5. Adaptability: Flexibility in hunting strategies keeps African wild dogs on top. Similarly, adaptability in problem-solving can help human organizations stay resilient in changing conditions.
  6. Effective Communication: Clear communication is key to successful hunts and pack cohesion. In the workplace, open channels for communication are essential for achieving shared goals.
  7. Inclusive Leadership: While the hierarchy is clear, every pack member’s contribution is valued. Organizations should strive for a balanced hierarchy that respects leadership while valuing everyone’s input.
  8. Embracing New Beginnings: When wild dogs disperse to start new packs, they bring their learnings with them. Human organizations should encourage employees to embrace new challenges and apply past experiences to drive innovation.

By embracing these lessons from the social structure of African wild dogs, we can create human teams that are not only effective and cohesive but also well-equipped to thrive in an ever-changing environment.