Entries by artkenya

The great and the dreadful of customer engagement

I have written before about the extremes of customer service, stimulated by either positive or negative experiences I have encountered. In Kenya, by and large we do better than many other countries on this front, accepting that as everywhere there’s a whole spectrum from the outstanding to the awful. (Let’s not even mention elements like […]

Being responsible leader in the era of tech advances

In my last column I challenged readers with a series of questions on the meaning of responsible leadership in how leaders behave with their staff. I largely held back on answering those questions until today, and I hope that merely listing them was helpful. Here now are some responses from me. Being responsible to those […]

What it means to lead responsibly

As we enter the new decade, more and more leaders of organisations are thinking about what it means to act responsibly. For it is an increasingly significant factor in ensuring sustainability, and this expectation of acting responsibly applies to how one treats all stakeholders. Today, in my first article of 2020, I focus on what […]

How good are you in dealing with strangers?

Please do yourself a favour and read Malcolm Gladwell’s latest book, Talking to Strangers, whose subtitle is What We Should Know about the People We Don’t Know. It is deeply thought-provoking on every single page, now making us imagine we judge strangers too kindly, now too harshly. Either way, so engagingly, Gladwell shows us how […]

BBI report goes beyond the usual divisive politics

The media are filled with coverage of matters BBI – for and against; Raila and Ruto; waste of money and money well-spent. We’ve all been advised to read the entire 156-page document, but given what has been highlighted I was far from tempted to do the responsible thing. Then a few days ago, one of […]

Let’s be optimistic despite the flood of negative news

From time to time my colleague Frank Kretzschmar and I host what we call “Leaders Circles,” where our guests tell personal stories relating to the theme of the day. For our recent one we selected the topic “Holding on to optimism – we can set an example.” In Kenya as elsewhere these days it’s not […]

After MCAK launch, focus turns to building linkages

Along with nearly 50 bright young local management consultants I recently spent an uplifting evening at the Pallet Café in Lavington (where all the very helpful waiters are deaf), to participate in the launch of the Management Consultants Association of Kenya, MCAK, reachable at info@mcak.or.ke. I wrote a column on the imminence of this launch […]

Leaders ought to be fair and avoid short-term wins

I’m recently back from London, where for a few days I witnessed up close the vacuum of responsible leadership in relation to the endless Brexit saga. Ironically, I was following the daily conflict and confusion while being there for an event to launch the Institute for Responsible Leadership, of which I am a founder. How […]

How to align universities with the new curriculum

Last week I ran a session on transformative leadership at a four-day workshop for vice chancellors and principals of Kenyan universities. It was organised by the German Academic Exchange Services (DAAD), the Kenya DAAD Scholars Association (KDSA) and the Commission for University Education. Today I will be reviewing the main issues that emerged from our […]

Beliefs that can keep you stuck in a maze

Many of you are familiar with that wonderful fable by Dr. Spencer Johnson, Who Moved My Cheese?, which was published in 1998 and has since sold nearly 30 million copies – having been translated into over 40 languages. The book told the story of two mice, Sniff and Scurry, and two LittlePeople, Hem and Haw, […]