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CONTENTS CONTENTS 12 on the cover


SPOTLIGHT ON MEREDITH BELBIN


The father of Team


Roles, Meredith Belbin reflects on his long learning journey that still continues


feature 22 26 feature METRICS IN CALL CENTRES


Doug Taylor and Andrew Anderson


on using data to improve customer service environments


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JULY 2017 LEADER


4 FROM THE EDITOR IN CHIEF OPINIONS


5 DONALD H TAYLOR This month, Don Taylor advises us to start with the people


6 COOK LOOKS Jo Cook focuses on working as a virtual team in the 21st century


FEATURE


7 FIX THE ROOF WHILE THE SUN SHINES Any organisation can find itself at the centre of a crisis. Steve Macaulay and David Buchanan ask: is your company ready to cope?


TJ AWARDS


10 STILL TIME TO ENTER With the TJ Awards closing for entries on 14 July, Debbie Carter urges you to get your submission in now


FEATURES


16 HELPING PEOPLE CHANGE Tess Robinson outlines how to avoid the 10 mistakes of behaviour change


18 ONE-TEAM CULTURE How do you create a team culture in a global company? Christina Norton reveals the tips and techniques that allow multinationals to build a sense of belonging


LEADING ON MENTAL WELLBEING


Tim Scott on how to support employees’ welfare by prioritising mental wellbeing in the workplace


30 THE FOURTH INDUSTRIAL REVOLUTION Steve Wells, Alexandra Whittington and Rohit Talwar ask: What might the future of work mean for HR and L&D?


33 INFORMATION INTO INSIGHT UK employees want to learn more about data, and they want to do it now, says James Eiloart


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