Enter the world of change and transformation

You’ve reached the Gateway Page to help you navigate this web site. Watch and listen to videos and podcasts from Paul Levy and CATS3000. Read some of Paul Levy’s articles and essays. Find inspiration in our quotes realm. Read Paul’s poems Read the short stories. .

5 Ways to Refresh Your Thinking

The start of a new year can be a good time to refresh your thinking about your business or creative project. We can all get stuck in our modes of thought. We can end up recycling the same ideas and this can stifle needed innovation. The world is changing all around us and our business…

The Radical Shake Up

Are You Ready for The Radical Shake Up? This three-day process will turn your business or organisation on its head. This is one of the most revolutionary processes in becoming a conscious business. A radical shake up is rarely easy, can be hugely painful,  but also releasing and invigorating. A radical shake up can save the…

The Man in the Red Suit

For many people, Christmas has become an almost meaningless repetition. Present giving is about “getting things” for other people, often from high street stores or from online retailers. The act of generosity in the giving of a present can vary from being a well chosen gift that lights up another, to the same bath salts…

Defining Compassion In Action – The Case of Health

Compassion is a state of feeling where an emotional reaction of sympathy or empathy is aroused in you by the state or situation of another person, group or community. That’s my opening definition. Compassion doesn’t only mean feeling “sad” for someone, though it often does. It can mean feeling happy for someone. But the “Com”…

Finding the right coach or mentor

In recent years, a vast number of people have become coaches, mentors, therapists. personal trainers – you name it, there’s now a helper for it. Some of these people are highly “qualified” and have taken formal routes through universities and colleges to get qualifications that are recognised by professional bodies. Others have gained various kinds…

Paying a Visit to Number One, Rock Bottom

  I once went to a two-day conference on the theme of “suffering”. Why would anyone want to spend two days focused on suffering? Well, it was one of the most inspiring conferences I have ever been to. There was a singer from Somalia who had found her singing voice and an ability to create…

Burying Your Head in the Clouds

For many people these days, doing the ground work has become boring. For others, the will power needed to ground things simply isn’t there. We’ve grown up in an age where many things are immediately available, where waiting for things is unacceptable and even uncool. Patience is beyond many people, and setting firm foundations seem…

The Dangers of Compulsive Light-Heartedness

Humour can be a wonderful thing. When all around us (and maybe inside us) is falling apart, humour and the resulting smiles and laughter, can make our world more bearable. In the world of social media, Tweets and Facebook statuses are loaded with such self-deprecating wit. I’ve read people on a daily basis updating their…

Being heard in your Team

Not every member of a team is self-confident. Some are quieter. Some are more shy and less able or willing to speak up. Teams are diverse; we have different personalities and styles of communication. Sometimes people with a more extrovert personality can dominate a group. Yet the loudest or most outspoken people may not be…

Customer Needs – Known and Hidden

The following is inspired by a model called The Johari Window, created by Joseph Lutt. Here’s a useful way of looking at how to meet customer needs.The model has four different ways of viewing a tenant. 1. The customer as needs that they make known to you and are aware of them as well “I know what I…

Making Hidden Diversities Visible

Often someone’s real needs are hidden behind their stated ones. A person may come into complain, but really they are just seeking someone to acknowledge and listen to them. A person may be complaining about a letter they received, when in reality they need help with managing their finances. A person may be asking for…

Behavioural Flexibility – The Key to Working with Hidden Diversity

Recent research by a team including a colleague of mine, Ray Richards, showed that people who get stressed at work often have less behavioural flexibility than those who don’t get stressed. Behavioural flexibility is the ability to respond in different ways to different situations. You might choose to be more assertive, or to step back…

Approaches to Dealing with Difference and Diversity

Approaches to Managing Diversity We’ve worked with the following model a lot over the years and it can be applied both “behind the scenes” inside the service delivery organisation and also directly on the customer front line. Work through the list and identify where your organisation, department or team sit along the “line of quality”….

Some Killer Diversity Quotes

Here are some of my favourite diversity quotes. They are useful for discussion in training sessions and as a warm up for a meeting about diversity. “If we are to achieve a richer culture, rich in contrasting values, we must recognize the whole gamut of human potentialities, and so weave a less arbitrary social fabric,…

Diversity Collisions

We call the colliding of one person’s culture with another a diversity collision. A diversity collision occurs when there is a lack of knowledge and a lack of role clarification. In a multicultural environment there are so many conflicting values and messages about the way to do things that communication and job performance may be…

All About Identification – The Diversity Mix

Identity is my sense of who I am. Identity is my sense of my self. Identity is what I associate myself with, link myself to. Identity is what makes me me. Often, identity is what I call myself, and, if I am influenced by it, it is what others call me. Identity can be a…

The Real Challenge of Equality and Diversity

Businesses are well aware of their responsibilities to comply with equality and diversity legislation. For example, in social housing, various frameworks exist to help with this. Yet, I’ve often been witness to high level conversations where the differences between equality and diversity are not clearly understood. The danger of using the phrase “equality and diversity” is…

The Hidden Diversity Workshop

                The Agenda for the Workshop This workshop starts with the baseline. Customer care needs to ensure that staff are informed and also have “bought into” the underpinning values of equality and diversity and gone beyond the minimal legal requirement of making “reasonable adjustments”. There’s a difference between technically…

Managing Diversity – Hidden and Visible

Overview Quite a few years ago, I co-authored a book that reported on our research into Equality and Diversity. That book identified a conundrum that lies at the heart of delivering quality service to those who are variously labelled as “disabled” or “with special needs” among other politically more or less correct terminology. In our…

Email Time Stealers

                  In this short audio talk, Paul Levy highlights the three most damaging stealers of our personal and working time, that can add up to months or even years of our lives wasted. Listen to Email Time Stealers

Refinding your Mojo

“Relighting the spark and getting your energy back” There’s a tiredness running through many people but often is rooted in their will force. Even getting up can be a problem for some, and depression has never been more prevalent in the world. For many, they are more than able to function on a daily basis…

Responsiveness and Responsibility

                    “She’s not responding!” – a line from a TV medical drama as an emergency team try to revive a person rushed into the emergency room in a hospital, whose heart has stopped. Drastic attempts are made to get that heart going again. Flip over to…

A Day in the Life of a Consultant

An free, unmissable virtual workshop on essential consultancy skills with experienced business consultants Mark Bellamy and Paul Levy Vital practical knowledge and advice for your future career in consultancy. High value learning before you graduate. To reserve your place you’ll need to sign up via my.wbs. Would you like to find out more about a…

The Importance of Being Digitally Lost

Lost and Found in the Digital Realm A major effort has been taking place on planet Earth to ensure that the human race doesn’t get lost. This effort was aimed at the developed world but is also increasingly turning its attention to developing countries as well. This effort has centred around the word “search”. Search,…

Developing Real Responses in Customer Service

Many organisations tend to create processes that force their staff to default to a standard “system” response. It might be a cold, detached response from doctors (seen as more scientific or professional), which can be experienced as uncaring “apathy” by patients. It might even be a sympathetic response, for example, in call centre staff dealing…

Ego and the Small Business

Here’s a paradox: It is ego that often launches a successful new business, realising the vision of a single individual or small group and turning into an energetic, fast growth enterprise. It is also ego that can kill off a struggling business, stopping it from changing, recovering and redefining itself. Without the strong will, focus…

How Unleashing Your Potential Might Just Turn You Into an Asshole

This is an ugly story, though personally I think it is rather beautiful… Greetings. I’m an asshole (spelled arse-hole in England). I’m not speaking figuratively. I’m speaking literally. How am I managing to talk to you? Out of my ass? Certainly not. There is no ass for me to talk out of – just the…

Plundering Language in the Name of Performance

Do we really redeem language from safe mediocrity when we allow superlatives to flow like water, rather than wine. We have created the language equivalent of a European wine lake, devalued or even unvalued, only fit to be washed down the sink hole of hyperbole. If just about everything is “awesome” then a real sense…

Square Hedz on Change 3

One of my cartoons… (Cartoon by Paul Levy, drawing by Jakki Talmadge)   Visit the Change Management Zone

There’s a Stranger Who Wants To Meet You

There’s a stranger who wants to meet you. And that stranger is you. There’s a belief that, after you die, a part of you survives and continues in a new state of consciousness, transcending the three dimensions of the physical world. That part of you is the “stranger”, and if you don’t get to  know…