Business Problems Solved Podcast

Join Lee as he talks about the critical theme of choices and their impact on personal and professional growth. He emphasises that every decision we make, whether automatic or deliberate, shapes our future and the outcomes we achieve. Lee introduces a framework for making effective choices, highlighting three key components: awareness, evaluation, and commitment. He also shares practical strategies for making better decisions, such as aligning choices with core values, prioritizing long-term benefits over short-term gratification, and seeking diverse perspectives. Additionally, he warns against impulsive decision-making, avoiding responsibility, and clinging to the status quo out of fear. Tune in to discover how to empower yourself and your team to make informed choices that lead to meaningful results. KEY TAKEAWAYS Importance of Choices: Life and business revolve around the choices we make. Every decision, whether big or small, influences our future and the outcomes we achieve. Three Key Components of Making Choices: Effective decision-making involves three steps: Awareness: Recognising that a decision needs to be made and understanding the available options. Evaluation: Weighing the pros and cons of each option and aligning them with personal values and goals. Commitment: Taking action on the chosen option and being responsible for the outcome. Best Practices for Making Choices: To achieve desired results, focus on: Aligning decisions with core values and long-term goals. Prioritising long-term benefits over short-term gratification. Seeking diverse perspectives to gain insights and avoid blind spots. Avoiding Poor Decision-Making: Steer clear of: Acting on impulse, which can lead to poor outcomes. Avoiding responsibility for decisions, which limits personal growth and learning. Sticking to the status quo out of fear, which can hinder progress and innovation. Creating a Supportive Environment: Leaders should foster an environment where team members feel safe to make choices. This involves providing clarity on options, encouraging evaluation, and supporting commitment to decisions, ultimately leading to collective progress towards goals. BEST MOMENTS "Do not leave your change initiatives to chance. You need to really think about the choices that you're making and the choices that you're enabling." "A choice is a deliberate act of will, shaped by your values, beliefs, and the circumstances you find yourself in." "Making a choice is not just about selecting an option, it's about committing to it and taking action." "The best choices are those that are aligned with your values and your goals." "Every choice you make is a step towards shaping your future, the team's future, your business's future."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the crucial topic of behaviours and how they impact our daily actions. He introduces the concept of ACT - Attitude, Choices, and Technique - as the key components of behaviour. He emphasises the importance of having the right attitude, making conscious choices, and executing tasks with the correct technique to achieve success in business and personal endeavours. By framing behaviors in this way, Lee encourages listeners to reflect on their own actions and consider how they can improve their attitude, decision-making, and skills.  KEY TAKEAWAYS Behaviour Definition: A behavior is defined as an observed act, emphasising the importance of actions being visible and tangible. ACT Framework: The ACT acronym breaks down behaviours into Attitude, Choices, and Technique, highlighting the key components that influence actions. Attitude: Having the right attitude, whether positive or negative, plays a significant role in shaping behaviours and outcomes. Choices: Making decisions, whether right or wrong, is crucial as it allows for learning and progress while making no choice hinders growth. Technique: The execution of actions with the right technique is essential for success, emphasising the importance of honing skills and capabilities. BEST MOMENTS "The best thing you can do is make the right choice. The second best thing you can do is make the wrong choice."  "And if we're here to influence habits and behaviours in everybody, then we need to help everybody act in the right way every time."  "So just by thinking about making the right or wrong choices, having the right or wrong attitude and the right or wrong technique, makes me think about and perform better."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Business Problems Solved's 300th episode features host Lee reflecting on his personal transformational journey of running the London Marathon and completing a 100-kilometer ultra challenge. Through his experience, Lee introduces the SMART FIRST method for setting and achieving goals, emphasising the importance of strategic, meaningful, ambitious, real, and targeted goals. He also discusses the FIRST method, focusing on fueling the body and mind, being in the moment, preparing adequately, having a supportive team, and taking one step at a time to achieve success. Lee shares how these methods have not only helped him in his physical challenges but also in guiding his son through a goal-setting process. The episode concludes with Lee's commitment to applying these principles to further grow and improve the podcast in the next 100 episodes. KEY TAKEAWAYS Episode 300 Milestone: The episode marks a significant milestone in the podcast's journey, reflecting on personal achievements and setting the stage for future goal-focused content. SMART FIRST Approach: Introduces a refined version of SMART goals, emphasising strategic, meaningful, ambitious, real, and targeted aspects to provide the right motivation for goal achievement. The FIRST Method: Outlines the FIRST method for achieving SMART goals, focusing on fueling the body and mind, being in the moment, ensuring proper preparation, having a supportive team, and taking one step at a time. Future Podcast Direction: Lee plans to apply the SMART FIRST approach to the podcast's content, aiming to help senior leaders and change professionals navigate challenges and achieve desired outcomes. BEST MOMENTS "I never expected nearly six years ago to ever get to 300 episodes. I thought I was gonna run out of content. But here I am sat 300 episodes later with still quite a few ideas."  "The A should be for ambitious in smart goals, and not achievable because if we say that it's achievable then it's limiting what we can actually achieve." "The more that I verbalized the challenge with those people around me, and the more that they could see me training, the more that people started to support because they started to believe in the challenge." "So are you thinking smart first to achieve your possible dreams? That's what I would encourage you to think about." "My aim in every single episode of this podcast is to make you think some stuff, and make you think enough stuff that you do something different, or you try something new."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee talks about an unconventional yet thought provoking analogy between cleaning and successful change initiatives. Lee draws parallels between the four key components of cleaning—movement, cleaning solution, heat, and time—and the essential elements required for effective change. Through this insightful comparison, listeners are encouraged to apply the same rigour and methodology to their change initiatives as they do to everyday cleaning tasks, ultimately aiming to create sustainable and impactful transformations in their working environments. KEY TAKEAWAYS Four Key Components of Cleaning and Change: The four key components of cleaning (movement, cleaning solution, heat, and time) are paralleled with the components needed for successful change (movement, support, heat, and time). Importance of Agitation and Movement: Lee emphasises the importance of agitation and movement in both cleaning and change processes to bring about effective results. Need for Support and Heat in Change: Having support (cleaning solution) and introducing heat (conflict or challenge) in change initiatives to drive progress and improvement. Time as a Critical Factor: Lee stresses the significance of allowing the relevant amount of time for change to take place and for new processes to be established and sustained. BEST MOMENTS "We clean something to make it look good or to return it to its original state or to make it last longer, to maybe remove something from it that shouldn't be on it." "Do we really have the relevant amount of time? Do we really create enough heat warmth of relationship or challenge to create the most optimal ways of working?"  "Are you applying those four things to your change initiatives? Or are you just doing it when you get in the shower in the morning?"  "Saying you know how to do it is not doing it. Saying you know how to change is not changing."  "We only really improve when we do something different."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the key insights from Carlo Ancelotti's leadership book, "Quiet Leadership." He reflects on the importance of relationships, connection, and authenticity in leadership, drawing inspiration from Ancelotti's approach to managing world-class football teams. The episode highlights the three Cs to becoming a champion: capability of tasks, cultural fit, and contribution to the team. Listeners are encouraged to apply these principles to enhance their leadership skills and team performance. KEY TAKEAWAYS Importance of Relationships: Building strong relationships with team members, support staff, and superiors is crucial for effective leadership. Authentic Leadership Style: Being authentic in leadership, maintaining emotions, and connecting with individuals on a personal level can lead to success. Three C's to Becoming a Champion: Focus on capability of tasks, cultural fit within the team, and contribution to the team to create a high-performing team. Capability: Clarity of tasks, support, and learning opportunities are essential for individuals to be capable in their roles. Cultural Fit: Aligned values, supportive environment, and clarity of vision are key components for fitting into the team or organisation. Contribution to the Team: Clear roles and responsibilities, empowerment, and clarity of goals are crucial for making a valuable contribution to the team. BEST MOMENTS "He leads by understanding the person... around the importance of connection."  "There's three Cs to being a champion... how capable are you to do the task?"  "So how much of a contribution to the team do you make? How much of a contribution do each member of the team make?" "He would make a point of understanding the person, but then also leading in that way."  "So the three Cs to being a champion are those three Cs... what you are doing for yourself to make sure that you are as capable as you can be."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee's latest episode talks about the intricacies of maintaining change momentum and combating loneliness within change management. He shares insights on understanding individual journeys, building belief and trust, leading with connection over tools, and the importance of habits in driving change. Through engaging anecdotes and actionable advice, Lee encourages listeners to embrace the challenges of change management with enthusiasm and purpose. KEY TAKEAWAYS Understand that everybody is on a journey, including yourself, and recognise where individuals are on their journey to create the right conversation. Build belief, confidence, and trust in yourself, the solution, and the organisation to understand and address potential barriers to progress. Lead with connection rather than tools to tailor your approach and make it more relatable and effective. When creating or breaking habits, focus on the cue and reward, not just the routine, to facilitate lasting change. Help individuals move away from pain or towards pleasure, considering the neutral zone as a stepping stone to transition effectively. BEST MOMENTS "Lead with connection not with tools because that allows you to tailor your narrative about the tool, the solution, the technique, the thing in a meaningful way and vary your presentation."  "Don't just focus on the routine and document in the process because if you just create a process and ask people to do it, not everybody will do it."  "Fundamentally, we're trying to get people to create and have the right motivation, the right reasons for action so that they do the right thing at the right time every time."  "The toothpaste manufacturers made the reward feel so amazing that everybody then wanted, okay, your teeth are now clean, your mouth feels so fresh."  "It's not our approach that's broken, it's our approach to change that's broken. And I think just by applying a few different strategies to what we do and how we do it, it can help us overcome some of the challenges that we face today."HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee talks about the complexities of leading change within organisations, focusing on maintaining momentum and limiting loneliness in the process. He emphasises the importance of understanding where individuals are on their change journey, addressing resistance, and building belief, trust, and confidence in the solution, approach, and organisation. This episode serves as part one of a two-part series, offering practical approaches to make positive strides in the ever-evolving landscape of change management. KEY TAKEAWAYS Change can be both the best and worst job, with feelings of loneliness and loss of momentum being common challenges. Understanding where individuals are on their change journey and addressing their beliefs, confidence, and trust are crucial for successful change implementation. Change and improvement should be viewed as everyone's job, but not everyone sees it that way, leading to challenges in driving change. It is important to view situations through the eyes of others, considering their perspectives on consistency, connection, and credibility in relation to the proposed solutions and organisation. By recognising and addressing resistance, maintaining momentum, and limiting loneliness, change practitioners can deliver successful change initiatives in a people-focused business environment. BEST MOMENTS "Change for me has been and is the best and worst job that I have ever had."  "Everybody is on a journey. So if they're on a journey, we're on a journey, and people are saying these things."  "All change starts with belief. So like Santa, we believe in Santa, don't we?"  "I shared those four quads because those four quads are what I've heard a lot and I asked a group which one of these four quotes have they heard the most." "And that's where his lack of belief, confidence or trust came from."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he talks about the importance of considering three key factors before implementing tools in business change initiatives. Lee emphasises the significance of prioritising connection and understanding the audience before introducing tools, drawing parallels to the world of comedy where connection is paramount. He highlights the need to assess the problem the tool aims to solve, the design principles behind it, and the predictability of results in the current environment.  Listeners are encouraged to think critically about their approach to tools and change, aiming for meaningful connections and tailored solutions for optimal outcomes. KEY TAKEAWAYS Connection is Key: Prioritise building a connection and relationship with the individuals you are working with before introducing tools or solutions. Consider the Problem: Before applying a tool, identify the problem it aims to solve and ensure that problem exists in the context you are working in. Understand Design Principles: Learn about the design principles behind the tool to determine if they still align with the current situation and if they may be constraining your solution. Predictability of Results: Evaluate how predictable the results of the tool are in the environment you are in and if it effectively addresses the problem at hand. People First: Remember that success in implementing initiatives relies heavily on how well you connect with and understand the people you are working with. BEST MOMENTS "Any fool with a tool is still a fool."  "People protect what they build. If you turn up with a ready-made tool, then it's got to absolutely fix the issue that they've got in the best way that they perceive for them to have any ownership or belief in that thing."  "Change is not easy. If it was, everybody would be doing it."  "When you lead with connection and relationship and build an understanding of who you are delivering, supporting these initiatives with, then it allows you to vary your performance based on who is in front of you."  "I think by understanding those three things, it can give you a better understanding of the tool that you need to apply."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee's latest episode explores the concept of change as a journey, emphasising the individual nature of each person's experience. Lee discusses various models like the Kubler-Ross change curve and Bridges transition model, highlighting the importance of understanding people's past experiences and emotions when leading change initiatives. The episode underscores the significance of making individuals feel positive, safe, and supported throughout the change process, ultimately expressing the need for empathy and gradual progress in navigating the complexities of change. KEY TAKEAWAYS Change is a journey that individuals go through, and it is important to understand each person's unique journey. Resistance to change often stems from past experiences and habits that individuals are comfortable with. Making people feel positive, safe, and supported is crucial when leading and delivering change initiatives. Change requires breaking old habits or creating new ones, which can be challenging but necessary for progress. Understanding where people are coming from, collectively working towards a common destination, and moving forward gradually are key aspects of successful change management. BEST MOMENTS "Change is not easy because we are creatures of habit. Every single day, the majority of the things that we do are habitual." "We need to make people feel positive. We need to make people feel safe. We need to make people feel supported."  "Everybody is on a journey. Not everybody wants to be on a journey. We may face resistance."  "Change is a journey for everybody... Changing anything is often not like flicking a switch."  "Mayor Angelou said, 'I'll forget what you did, I'll forget what you said, but I'll never forget how you made me feel.'" HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee reflects on the first six months of 2024, sharing his personal achievements, including running marathons and launching online courses, attributing his success to the intensity and frequency of his nine-month challenge. He discusses the importance of structure and rhythm in achieving goals, emphasising the concept of intensity times frequency equals connection. The episode concludes with a challenge for listeners to apply intensity and frequency to their endeavours for a successful second half of the year. KEY TAKEAWAYS Reflect on Your Progress: Take time to reflect on your achievements and progress at regular intervals, like at the end of six months, to see how successful you have been. Set Big, Ambitious Goals: Setting big, scary, and ambitious goals can provide the structure and intensity needed to achieve them, allowing for creativity and engagement throughout the process. Intensity and Frequency Create Habits: By combining intensity (strength of reason and feeling) with frequency (repetition), you can create new habits and connections, whether in personal goals or professional relationships. Strive for Connection: Building connections, whether with yourself, others, or within an organization, requires intensity and frequency to strengthen the bond and achieve common goals. Consistency is Key: Consistently applying intensity and frequency to important tasks or goals can lead to success and achievement, as seen in the example of training for a marathon. BEST MOMENTS "I absolutely believe that this has all been achieved through the consistency in my nine month to 100km challenge." "Intensity times frequency equals connection. Connection is the first of the four C's, so connect, converse, calibrate and celebrate."  "Whatever fires together, wires together. But the only wire together, if you do it continually and repeatedly, and you've got a strength of feeling, strength of reason, and then you do that repeatedly, it will then become habitual."  "So last week we spoke about how we're connecting everything together from the bottom all the way through the top and connecting from a best perspective."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode explores the crucial concept of connection in the realm of leadership, change management, and organisational success. Lee emphasises the significance of connecting people to the purpose, vision, and initiatives of a business to drive sustainable performance excellence. Through the framework of the four C's - connection, conversation, collaboration, and celebration/reflection - Lee explores how fostering strong connections among individuals and aligning behaviours with organisational goals are essential for achieving desired outcomes.  The episode underscores the necessity of aligning values with behaviours, fostering emotional connections, and continuously striving to improve connectivity within organisations to drive success. KEY TAKEAWAYS Connection is Key: Connection in leadership, change management, and overall business is essential for success  The Four C's Framework: The four C's framework - Connection, Conversation, Collaboration, and Celebration & Reflection - is a high-level process for delivering sustainable performance excellence. The Best Model: The Best Model focuses on connecting strategies and improvement initiatives to influence leadership behaviours, employee engagement, customer satisfaction, and ultimately, business targets. Behavioural Alignment: Aligning company values with expected behaviours can be challenging, there is a need for clear communication and understanding to create a cohesive environment. Future-Framing: Encouragement is needed to envision the future state of the organisation in terms of what will be seen, heard, and felt, and align improvement initiatives to create that desired future. BEST MOMENTS "Connection is absolutely key. And I guess if I was to do a word cloud of all of the podcasts, the nearly 300 podcasts, I think the word connection and connected would probably feature quite highly."  "Connection is key. Why am I banging on about connection?"  "Engagement is largely influenced by the behaviours of the people that we are working with." "We need to connect the behaviours of all of our people. The environment that is being created to engage our employees."  "Connect the dots to achieve success. Start with the behaviour and how we wanna be in it actually."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode explores the intriguing debate between maturity and ownership when implementing solutions in organisations. Lee reflects on his experiences and conversations, emphasising the importance of balancing these two factors. Through engaging storytelling and practical advice, Lee navigates the complexities of decision-making in organisational improvement, offering a thought-provoking perspective on achieving long-term success. KEY TAKEAWAYS Ownership Over Maturity: When introducing a solution, prioritise ownership over maturity. People are more likely to protect and improve something they have built themselves. Balancing Act: Striking a balance between maturity and ownership is crucial. Sometimes compromising on one for the other is necessary. Long-Term Success: Focusing on ownership and developing a habit of continuous improvement leads to sustainable success in the long run. Context vs. Control: Depending on the situation, decide whether to lead with context (ownership) or control (maturity) to address the problem effectively. Infinite Game: Emphasise playing the long game rather than a finite one. Encourage continuous improvement and sustainability for lasting impact. BEST MOMENTS "I cannot believe that we are nearly at episode 300. When I started the podcast, I believed after about 10-20 episodes, I would run out of content."  "One of the things that I am a big advocate of and we have spoke about before is that people protect what they build."  "The right answer is ownership. But I'm not sure that when things play out, when the pressure is on, when we are trying to help people get better, I think that inadvertently a number of people might push the maturity button."  "So when you are introducing a solution, consider maturity and ownership. And sometimes you can't have both. You might have to compromise one for the other." "It's not about what you would like it to. It's about whether they own it and they know how they can develop it continually. That is successful. That is sustainable. And that is how you win the long game." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Business Problems Solved's latest episode discusses the concept of operational excellence and high-performing environments. Lee emphasises the importance of engaged and empowered people in driving business performance. By focusing on the interactions and engagement of team members rather than just metrics and tools, Lee highlights the true essence of operational excellence - making people and driving performance simultaneously. Listeners are encouraged to consider the impact of their leadership style on creating a culture of growth and development within their organisations. KEY TAKEAWAYS Operational Excellence: Focus on creating high-performing environments, engaged and empowered people, and effective leadership to drive better performance. Purpose of Performance Boards: Emphasise that the purpose of performance boards is not just about the visuals or metrics but about driving engagement, conversation, and improvement within the team. Creating Engaged People: Highlight the importance of creating an environment where people feel comfortable being vulnerable, discussing feelings, and addressing challenges openly to drive growth and performance. Watermelon Reporting: Address the issue of superficial reporting where problems are covered up due to fear, emphasising the need for honesty, openness, and acceptance of mistakes to drive improvement. Focus on People and Environment: Emphasise that true operational excellence is achieved by focusing on developing people and creating an environment that fosters growth, challenge, and continuous improvement for both individuals and business performance. BEST MOMENTS "I believe, are working towards the same destination. Because all of these things done correctly help the team, the function, the business perform better than they are today." - "And following observing this conversation with the two change folk, I went for a cup of coffee and I reflected on what I had just seen unfold in front of me."  "Watermelon reporting. I've often spoke about so it's it looks green on the outside or it's green on the outside. So we're reporting green." "Do they all feel like they've just watched the best film or TV programme that they've had an opportunity to do at the end of every meeting?"  "You can't just keep hitting people over the head to get them to work faster. You have to help your people grow."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the concept of creating an innovative and engaged workforce by challenging the traditional notion of "ask for forgiveness, not for permission." He discusses the importance of leading with context, giving permission, and encouraging behaviours like challenge, conflict, failure, and problem-solving within a safe environment. Listeners are encouraged to embrace failure and conflict as opportunities for growth and improvement, ultimately fostering a culture of continuous learning and development. KEY TAKEAWAYS Encourage Creativity and Risk-Taking: Instead of asking for forgiveness, not permission, create an environment where people feel safe to try new things and be creative without fear of failure. Lead with Context, Not Control: Provide clear expectations and direction while allowing individuals to define their own approach. This fosters creativity, innovation, and empowerment. Give Permission: Allow individuals to challenge, confront, fail, and solve problems. Make it acceptable to hold each other accountable and provide constructive feedback. Role Model Behavior: Leaders should demonstrate the behaviours they expect from others, including being vulnerable and embracing discomfort. Check-In and Reflect: After encouraging action, follow up to ensure individuals act on their thoughts and feelings. Address any barriers preventing them from doing so and reinforce a culture of continuous improvement. BEST MOMENTS "Ask for forgiveness, not for permission. Ask for forgiveness, not for permission. And you say that when you want people to try new things."  "Lead with context, not with control. And when you lead with context and not control, then that is encouraging people to define their own how." "We need to give permission and lead with context. Give permission for people to do certain things. Give permission for people to hold people to account, but lead with context."  "The more we do it, the easier it becomes. So don't just say to people, ask for forgiveness, not for permission. There's some ground rules, there's some Things you need to do to make that possible."  "Let's create this environment where failure, challenge, conflict and problems are recognized, identified, and actually reinforced that actually the good things, they're not bad things, they're good things."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the concept of operational excellence through the lens of two renowned entrepreneurs, Steve Jobs and Richard Branson. He talks about the importance of connecting the dots in operational excellence, drawing on the wisdom of Jobs and Branson.  Through examples and practical insights, listeners are encouraged to connect the dots between tools, behaviours, and environments to drive success in business operations. The episode underscores the need to start with the end in mind, as advocated by Stephen Covey, and to always be connecting dots to create a conducive environment for achieving business goals. KEY TAKEAWAYS Continuous Improvement: The key habit within operational excellence is the habit of continuous improvement, engaging people, and striving for excellence in all aspects of the business. Connecting Dots: The importance of connecting the dots between different elements in a system to achieve a particular destination, as emphasised by successful entrepreneurs like Steve Jobs and Richard Branson. Reflecting Backwards: Understanding that one can only join the dots looking backwards, as plans may change and evolve, highlighting the importance of reflection and learning from past experiences. Creating the Right Environment: Focusing on creating the ideal environment through connecting the right dots, including leadership behaviours, visual performance boards, and metrics, to drive engagement and achieve business targets. Start with the End in Mind: Emphasising the concept of starting with the end goal in mind and connecting the dots looking back to create a path towards success and making a difference in the business. BEST MOMENTS "Fundamentally, it's about the habit of continuous improvement and the habit of engaging people."  "You can only join the dots looking backwards... the plan's out of date."  "Always be connecting dots... you have to stop at a particular point."  "If you create the right environment, then people will behave in a particular way." "Start with the end in mind, connect the dots looking back."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee delves into the common issue of setting vague deadlines and lack of follow-through in business meetings. Lee challenges the practice of assigning generic due dates like "next Friday" or "end of the month," urging listeners to prioritise specific times for completing tasks. By emphasising the importance of committing to realistic deadlines and actively prioritising key activities, Lee highlights how this approach can lead to increased productivity and successful task completion.  KEY TAKEAWAYS Prioritise specific deadlines: Instead of setting vague deadlines like "next Friday" or "end of the month," prioritise specific dates and times for completing actions to increase accountability and likelihood of completion. Gain commitments: By asking individuals when realistically they will make time to complete an action, you can gain commitments and increase the chances of the task being done. Avoid procrastination: Proactively scheduling specific times to complete tasks helps avoid procrastination and ensures that important actions are given the attention they deserve. Major time on major things: Focus on spending major time on major tasks rather than major time on minor tasks to prioritise activities that will make the biggest impact on achieving goals. Challenge and improve: Continuously observe and challenge the way deadlines are set and actions are prioritised to improve efficiency and effectiveness in completing tasks. BEST MOMENTS "When realistically are you going to make time to complete this action? That question provides a different answer."  "If somebody says to me that they didn't have time My response is you're telling me the action wasn't important enough."  "How can you spend major time on major things? and minor time on minor things and that is through prioritisation."  "Don't be lazy with setting your due dates. Be disciplined. You can do better."  "Saying you know how to do it is not doing it."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode delves into the importance of intent, intensity, and impact in achieving desired outcomes. Lee introduces the concept of the three I's - intent, intensity, and impact - as key factors in determining the success of actions and conversations. Listeners are encouraged to look inward, assess their approach, and strive for greater effectiveness in their interactions to achieve the desired impact. KEY TAKEAWAYS Intent, Intensity, and Impact: The three I's discussed in the podcast are crucial for achieving desired outcomes in business interactions. Clarity of Intent: Having a clear purpose and motivation before taking action or engaging in conversations is essential for success. Intensity and Frequency: Applying the right level of conviction and doing so consistently are key factors in making a significant impact. Reflect and Learn: Analysing the gap between intentions and outcomes provides an opportunity for reflection, learning, and improvement. Personal Responsibility: Emphasising the importance of taking ownership of one's intent, intensity, and frequency to drive impactful results. BEST MOMENTS "Are you really putting enough in? Do you have clarity of intent of all of your interactions, of all of your conversations, of all of your actions?" "Intent is personal to us. Impact is what happens as a result of our intentions."  "If your intent is the motivation and purpose for your action and conversation, if you have that conversation or do that action and you do it with enough intensity, feeling, strength behind it..."  "So, intent is around motivation or purpose of your actions or conversations. Intensity is the level that you apply, I guess, of your conviction of your action, of your conversation."  "Often we look through the window at other people and think that actually they have not done what we expected them to do, so they are in the wrong. I believe it's down to the inputs that we put in..." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee delves into the importance of not just doing tasks, but doing them well to make a real difference. He emphasises the four levels of performance: not doing it, doing it, doing it well, and doing it well to shift performance. Drawing parallels to driving a car, Lee explains how simply completing a task is not enough; it must be done with the aim of achieving a specific goal or destination. He challenges listeners to consider their internal motivations and the impact of their actions on reaching desired outcomes.  KEY TAKEAWAYS Strive for Excellence: It's essential to aim for doing tasks well to shift performance and make a difference, rather than settling for just completing them. Focus on Destination: Align behaviors and activities with the end goal or destination to ensure contributions count towards achieving it. Internal Motivation: Understanding individual motivations and connecting them to the overall goal can drive better performance and results. Continuous Improvement: Emphasise the importance of doing tasks well to drive continuous improvement and exceed limits set by oneself. Clarity and Alignment: Ensure clarity on expectations, behaviours, and performance goals to align everyone towards a common destination and purpose. BEST MOMENTS "Saying you know how to do it is not doing it." "We want people to do it well, and we want them to do it well to shift performance, to make a difference, to make their contribution count." "Are you and your teams focused on doing whatever it is that you're doing well and to shift performance, to make a difference, to achieve your destination and your goal." "We've got to strive and aspire to do everything well to make a difference." "Have I made you think differently in order to make you do differently to achieve a different result?" HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode of Business Problems Solved, Lee reflects on his recent completion of the London Marathon and shares five key takeaways that helped him achieve this milestone. Lee draws parallels between lessons from his marathon experience and their applicability in business settings, emphasising the significance of proper fueling, being in the moment, perseverance, support, and training to achieve success.  KEY TAKEAWAYS Fuel Brain and Body Properly: Focus on providing the right fuel through food, thoughts, and sleep to ensure optimal performance. Be Present in the Moment: Embrace each moment fully to enhance the experience and make better decisions. Keep Moving Forward: Continuously take steps forward, overcoming obstacles and challenges along the way. Support and Encouragement: Provide the right level of support and encouragement to foster accountability and motivation. Train Properly: Ensure proper training and development to equip individuals with the skills and capabilities needed for success. BEST MOMENTS "I had a dream the night before the marathon, in the dream, I didn't complete the marathon. I just couldn't get to that distance. I couldn't do it."  "I really did enjoy running 26 miles in front of all those people. It was just an enjoyable experience because I was in the moment."  "Nobody comes to work to do a bad job, but are we helping them do the best job they can? And to do that, they need to fuel their brain and their body properly."  "What can we do to keep moving forward? Sometimes moving forward, I mean, suggests that if something's not working, we need to keep doing it."  "What can you do to ensure and encourage everybody that you're working with is fully trained and is able to do the job that they need to do every single day."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee reflects on his recent completion of the London Marathon and shares five key things that helped him achieve this milestone. Lee draws parallels between these lessons from his marathon experience and their applicability in business settings, emphasising the significance of proper fuelling, being in the moment, perseverance, support, and training to achieve success.  KEY TAKEAWAYS Fuel Brain and Body Properly: Focus on providing the right fuel through food, thoughts, and sleep to ensure optimal performance. Be Present in the Moment: Embrace each moment fully to enhance the experience and make better decisions. Keep Moving Forward: Continuously take steps forward, overcoming obstacles and challenges along the way. Support and Encouragement: Provide the right level of support and encouragement to foster accountability and motivation. Train Properly: Ensure proper training and development to equip individuals with the skills and capabilities needed for success. BEST MOMENTS "I had a dream the night before the marathon, in the dream, I didn't complete the marathon. I just couldn't get to that distance. I couldn't do it."  "I really did enjoy running 26 miles in front of all those people. It was just an enjoyable experience because I was in the moment."  "Nobody comes to work to do a bad job, but are we helping them do the best job they can? And to do that, they need to fuel their brain and their body properly."  "What can we do to keep moving forward? Sometimes moving forward, I mean, suggests that if something's not working, we need to keep doing it."  "What can you do to ensure and encourage everybody that you're working with is fully trained and is able to do the job that they need to do every single day."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode explores the importance of understanding and meeting the needs of others in conversations. Lee discusses the concept of the three H's - being heard, helped, or hugged - and how individuals typically seek one of these in interactions. Drawing inspiration from Charles Dewick's book, "Super Communicators," Lee emphasises the significance of recognising what the speaker wants from a conversation to enhance connection. The episode concludes with a reminder to prioritise connection over mere technicalities in conversations. KEY TAKEAWAYS Three H's: The concept of "heard, helped, and hugged" can help tailor interactions to build more connection with others. Understanding Identities: Showing different aspects of one's identity can influence the outcome of conversations and help in connecting with others. Connection is Key: The most important aspect of conversations is how well one can connect with the other person, understanding their needs, and turning up in a way to provide that. Vulnerability: Being more vulnerable and sharing more of oneself can lead to better connections and understanding in conversations. Continuous Learning: Taking time to get to know people and understand their identities can enhance communication and connection in interactions. BEST MOMENTS "People, when they are in an interaction or a conversation with somebody, they typically want one of three things. They want to be heard, they want to be helped, or they want to be hooked."  "So if you as a speaker, if the person that's speaking wants to be heard, then you need the listener to actively listen and not interject."  "But dependent upon the conversation that I'm in, I show different parts of my identity."  "So how can you really connect with somebody if you only see one identity? But more importantly, how can you connect with people if you only share one identity?"  "The most important thing in your conversations is how well you can connect to the other person."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode delves into the practical application of the ICE model in coaching conversations to drive transformational change. Lee introduces a four-box model that focuses on the coachee's level of thinking and action, guiding leaders on how to navigate coaching sessions effectively. The episode offers a structured approach to coaching that aims to empower individuals to think differently and take meaningful action towards improvement. KEY TAKEAWAYS ICE Model: The ICE model consists of three steps - Intent, Conversation Starters, and Expected Outcome - which can be used to guide coaching conversations effectively. Four Box Model: The Four Box Model helps in understanding the level of thinking and level of action of the coachee, guiding the coach on how to navigate through existing thoughts, new thoughts, transactional actions, and transformational actions. Starting Point: It is recommended to start coaching conversations in the existing thoughts box (low thought, low action) to explore the current mindset of the coachee before progressing to new thoughts and actions. Transitioning: Transitioning from existing thoughts to new thoughts and then to action is crucial in creating sustainable change and transformation in individuals. Questioning Strategy: Using the right questions at each stage of the coaching process, from exploring existing thoughts to creating transformational actions, is key to guiding individuals towards personal growth and development. BEST MOMENTS "The reason why it's transformational action It's because it's based on new thoughts."  "Remember people protect what they build."  "And if you can create an internal change in people's minds, you're more likely to create a sustainable external change."  "So start by clarifying your intent. Understand a couple of conversation starters that keep you in that safe space of exploring the existing thoughts of your coachee." "And really, it starts with understanding your intent, your expected outcome."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee delves into the art of coaching, specifically focusing on the role of an improvement coach. Host Lee Horton emphasises the importance of having a clear intent, using conversation starters, and defining expected outcomes before engaging in coaching sessions. He introduces the ICE model (Intent, Conversation Starter, Expected Outcome) as a mental framework for effective coaching. Lee shares personal experiences of learning from mistakes, highlighting the significance of actively listening to the coachee and adapting questions based on their responses. KEY TAKEAWAYS Clarity of Intent: Before coaching conversations, it is essential to have a clear intent in mind to guide the direction of the discussion. Conversation Starters: Using a few well-thought-out questions as conversation starters can help initiate meaningful dialogue and exploration. Expected Outcome: Reflecting on the expected outcome after the conversation can provide insights into the effectiveness of the questions asked and the overall intent. Coaching Continuum: Understanding the coaching continuum, from pure thought to imposing ideas, can help in adapting the coaching style based on the desired outcome. Creating Ownership: Encouraging the coachee to navigate towards their chosen destination through their own thoughts and actions fosters real ownership and action. BEST MOMENTS "We manage things, we lead people and we coach the gaps."  "The reason why we are asking questions is for either for deep thought and exploration in the other person."  "Pure coaching is about letting the coachee navigate to the destination that they want to get to through their own pure thoughts."  "Pure coaching is not about you. Pure coaching is for the benefit of the other person."  "Remember what questions, how questions really open the mind."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee Horton delves into the concept that the best teams do not necessarily consist of the best thinkers, but rather create the best thinking environment. He emphasises the importance of leaders asking questions to empower and engage their teams, rather than providing all the answers. Lee discusses the significance of morning meetings or daily huddles in setting the tone for the day and encourages leaders to ask thought-provoking questions that stimulate critical thinking.  KEY TAKEAWAYS Focus on Asking Questions: Instead of providing all the answers, leaders should focus on asking questions that stimulate thinking and empower their teams. Encourage Reflection: Encouraging team members to reflect on past experiences and challenges by asking looking back questions can help identify areas for improvement. Set Clear Expectations: Daily meetings should focus on setting priorities and activities for the day ahead, ensuring everyone is aligned on goals and expectations. Create a Safe Environment: Leaders should create an open and safe environment where team members feel comfortable sharing their thoughts and ideas. Drive Action: By asking forward-looking questions and setting clear actions, leaders can drive progress and ensure continuous improvement within the team. BEST MOMENTS "The best teams don't have to be full of the cleverest people. The best teams are the ones that create the best thinking." "If you're always sought out for the answer, then you're not enabling, empowering your people and your teams."  "You could ask, what are the escalations from your area? Did anything get in the way of you or your team doing what you needed to yesterday or on the last shift?"  "So our aim as leaders is to really create thoughts in our people... the best teams create the best thinking." "How do you create the best thinking in your people? I would absolutely love to know."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he talks about the art of coaching and the importance of asking great questions. Lee Horton emphasises the significance of thought-provoking questions that are succinct, open, relevant, timely, and free from bias and emotion. By exploring what makes a great question, Lee highlights the role of coaching in supporting performance and development opportunities for individuals. KEY TAKEAWAYS Coaching is essential in managing and leading people, as it involves asking thought-provoking questions to support performance and development opportunities. A great question in coaching should be succinct, open, relevant, timely, unbiased, and devoid of excessive emotion. Thought-provoking questions challenge the thoughts and minds of the recipient, typically framed as "what" and "how" questions rather than "why" questions. The focus of a great question should be on benefiting the recipient by promoting their learning and growth, rather than serving the questioner's personal gain. Effective coaching involves creating an environment with sufficient space and time for individuals to think and develop, ensuring the right level of honesty and transparency for meaningful conversations. BEST MOMENTS "We often say that coaching is how we all need to be... So we support performance and development opportunities by asking questions that create thoughts in the right environment with sufficient space and time for that person to think and develop." "A question that is succinct and thought-provoking... You want to create the most thought-provoking question. And often, the more succinct it is, the more thought-provoking and wide it can be." "What makes a great question? Well, it's got to be open, not closed... It's got to be relevant to the situation that you're in, especially in a work environment." "The most thought-provoking question that I ask is, 'what else?'... So we can't coach in every single situation... we've got to manage things, lead people, but we coach the gaps." "Great questions are thought provoking... We really want to develop people. We want to coach the gaps to develop and grow our people." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode delves into the crucial aspect of leadership buy-in in successful change initiatives. Lee talks about the importance of senior leaders actively engaging and supporting change efforts beyond just financial investment. Using the analogy of a glass ceiling and floor, Lee highlights the disconnect between leaders and employees, stressing the need for transparent communication and genuine connection at all levels of the organisation. By discussing the role of leaders in setting vision, expectations, and asking the right questions, Lee underscores the collective responsibility of all individuals in driving successful change.  KEY TAKEAWAYS Leadership Buy-In: The importance of emotional, physical, and vocal buy-in from senior leaders in change initiatives is crucial for success. Glass Ceiling and Glass Floor: The concept of a glass ceiling for employees looking up at leaders and a glass floor for leaders looking down, highlights the need for better connection and understanding between all levels of the organisation. Role Modelling: Leaders need to set vision, and expectations, and check in on progress to ensure alignment and success in change initiatives. Communication: Effective communication flowing both ways, from leaders to employees and vice versa, is essential for transparency and problem-solving. Empowerment and Support: Leaders should empower employees to solve problems at their level while also providing support and guidance where needed to overcome obstacles. BEST MOMENTS "Change is for everybody, not everyone else." "Leaders need to understand where they can support. What's the main blocker getting in the way of where it is that you're trying to get to?" "Leaders need to check in against those expectations. Check-in each of the layers of the organisation to see that the right things are being spoken about at the right level."  "Leaders need to empower and enable our people to solve the problems at the right level. And we can only do that if we're clear and transparent and we've got clarity of priority." "Leadership buy-in is often cited as a challenge, but we've all got a role in helping leaders buy into the change initiative."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode delves into the crucial aspect of role modelling within change teams. Lee, drawing from his 18 years of experience in change management, highlights the common failure of change teams to effectively role model the behaviours and strategies they advocate for others. By emphasising the importance of role modelling, Lee underscores the significance of change teams embodying the principles they aim to instil in leadership and operational teams. Through practical insights and real-world examples, Lee encourages change teams to prioritise self-improvement and consistent modelling of best practices to effectively support and guide others through change initiatives. KEY TAKEAWAYS Change teams often struggle with role modelling effective systems themselves, which can hinder their ability to support others effectively. Role modelling what is expected of others is crucial for change teams to build credibility and trust with the teams they are supporting. By continuously improving their own systems and practices, change teams can better empathise with the challenges faced by the teams they work with. Change teams should prioritise developing their own operational excellence tools and techniques before assisting others to ensure they lead by example. Encouraging a culture of continuous improvement within the change team can lead to better outcomes for the teams they support. BEST MOMENTS "Change teams seem to have a big challenge with role modelling."  "If we don't role model, if we don't do what we're suggesting that everybody else should do, then why the blooming heck should they do it?"  "Change teams historically are not the best at role modelling the things that they are expecting others to do."  "Change is for everybody and the people that should be the best at change are change people."  "We need to role model. We need to believe because it allows us to empathise." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the concept of footprints leaving clues in our personal and professional journeys. Reflecting on his own diverse experiences, including DJing, owning a bouncy castle business, and self-publishing children's books, Lee highlights the valuable lessons learned from each endeavour. By exploring the footprints left behind by these experiences, Lee emphasises the importance of understanding and maximising the potential of one's team members. KEY TAKEAWAYS Reflect on past experiences to understand present actions and behaviours. Consider the transferable skills gained from diverse past roles. Explore how personal journeys can influence current approaches. Recognise the importance of understanding team members' unique backgrounds. Maximise potential by leveraging the footprints and clues left by individuals. BEST MOMENTS "I've had to delve deeper into my past and start to note down some of the things that I've carried with me, the footprints that I've left behind on my journey." "I really think that my random journey is not actually that random. When you look at the footsteps that I have trodden, the clues that have been left behind, you see how I am." "Footprints leave clues. What clues have your footprints left and what clues have the footprints of your people left? Have you tried to understand it? If not, why not?" "I've learned something in every interaction that I've taken to developing the person that I am today." "The communication from DJing, the understanding the customer from DJing, and the importance of really getting to know the customer." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he delves into the crucial role of rest in personal and professional growth. Drawing from his experience training for marathons, Lee highlights the necessity of rest periods for muscles to grow and strengthen. He parallels this concept with the workplace, emphasising the importance of downtime between meetings to allow for reflection, action, and progress. Through relatable analogies and thoughtful insights, Lee encourages listeners to consider how adequate rest can lead to enhanced performance and overall well-being.  KEY TAKEAWAYS Rest is essential for growth: Just like muscles need rest to grow stronger after exercise, individuals and organizations require rest periods to reflect, recuperate, and progress effectively. Back-to-back meetings hinder productivity: Constantly being in meetings without breaks can lead to fatigue and limit the opportunity to act on tasks and initiatives discussed during those meetings. Reflection is key to personal and professional growth: Taking time to reflect, unpack thoughts, and work through challenges can lead to personal development and improved performance in the workplace. Create space for action: Allocating time between meetings to work on action items and allowing individuals to physically rest and mentally unpack information can lead to better outcomes and growth. Balance is crucial: Just as a balanced workout routine includes rest days, a balanced approach to work involves creating space for reflection, action, and personal growth to achieve optimal results. BEST MOMENTS "Rest and not just keep doing activities... I need to rest to be able to grow."  "Growth only occurs during rest... muscles need the opportunity for growth after being under tension." "We treat everybody like a simple maths... we try to deal with everything in our heads." "Actions need progressing, whether it's from you or whether you're the conduit to create activity."  "Are you giving yourself enough space and enough rest to grow personally?"  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee talks about the concept of looking at people through a deeper lens to truly understand and engage with them. He discusses the importance of considering individuals as a whole person, comprising their thoughts, feelings, actions, and beliefs. By breaking down the person into these four components, Lee explores how leaders can effectively engage with their teams and drive positive change. The episode emphasises the significance of whole-person reflection, encouraging listeners to reflect on their own beliefs, thoughts, feelings, and actions to enhance personal growth and leadership effectiveness. T KEY TAKEAWAYS Consider the Whole Person: Break down individuals into four parts - head (thoughts), heart (feelings), hands (actions), and belief (spirit) to truly understand and engage them. Engagement and Leadership: Use the four components (head, heart, hands, belief) to assess engagement and leadership effectiveness. Leadership can be seen as an input, while engagement is the output. Whole Person Reflection: Encourage reflection on what has been learned, emotional journey, actions taken, and beliefs challenged to gain a deeper understanding of oneself and improve personal growth. Individualised Approach: Treat each person as an individual by understanding them emotionally, physically, mentally, and spiritually to lead change initiatives effectively. Continuous Improvement: Constantly evaluate and adjust leadership and engagement strategies by considering the whole person to collectively move forward towards shared goals. BEST MOMENTS "I often say that it's all about people. But that's really easy to say, but what do I actually mean by that?" "Whole person reflection is something that we can all do each and every day. So we can tap into and really understand whether ourselves have, we're tapping into the whole of our person by looking at our belief, our head or our thoughts, our heart or our feelings, our hands or our actions."  "But the more I thought about it, it's not that easy to do because we need to consider people with different lenses on. And I think if we look at the whole person, heads, hands, hearts, and belief, or thoughts, feelings, actions and spirit."  "How is your leadership building belief? How is your leadership challenging or making new thoughts? How is your leadership making people feel?"  "And when you reflect, think about you as the whole person and see if asking those questions creates any new thoughts, feelings, actions or beliefs." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode, Lee discusses the importance of managing things, leading people, and coaching the gaps in a business setting. He stresses that while coaching is an effective way to develop employees, it is crucial to recognise when to manage situations and lead people instead. Lee highlights the need for clarity of vision, setting expectations, and role modelling when leading people. He also emphasises the importance of asking questions and providing challenges to close gaps and empower employees to take action.  KEY TAKEAWAYS Coaching is an effective way to develop people and should be utilised in leadership. Leadership should be situational and adapt to the specific needs and challenges at hand. Managing things involves processes, performance, standards, health and safety, and quality. Leading people requires setting a clear vision, direction, expectations, and role modelling. Coaching the gaps involves asking questions, providing challenges, and empowering individuals to think and take action. BEST MOMENTS "We've got to be really, really careful that we cannot coach everything."  "Coaching is the optimal way to develop your people."  "We need to lead our people with clarity of vision, clarity of direction."  "We're not providing answers. We're providing questions." "If we can coach the development of our people, it frees us up. It creates more time and capacity for us to spend more time with more people, to develop more people and develop them further." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the difference between organisational habits and personal habits. He reflects on his previous discussions about individual habits and how they influence culture. Lee defines organisational habits as routines that occur automatically within an organisation, independent of specific individuals. He emphasises the importance of understanding and influencing both personal and organisational habits to shape the desired environment and achieve collective goals.  KEY TAKEAWAYS Differentiating between organisational habits and personal habits is important. Organisational habits are routines that happen automatically within an organisation, while personal habits are individual routines. Culture can be defined as the sum of all personal and organisational habits within an organisation. Organisational habits are not necessarily driven by individuals and can include routines such as daily meetings and problem-solving processes. Changing organisational habits can be achieved by changing personal habits, but it is essential to understand and identify the specific organisational habits that need to be influenced. Consider both personal and organisational habits when shaping the environment and culture within a team, department, or business. BEST MOMENTS "Organisational habits, if we follow the same root as habits, so it's routine. It's a routine that happens automatically."  "There's a lot of habits or routines stacked on top of each other, but influenced by the environment they're in."  "There are organisational habits that we need to consider to allow everybody to move forward together."  "Organisational habits are the ones that provide structure and organisation to enable you to move forward together."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the concept of instincts and habits. He delves into the idea of striving for perfection in human behaviour by encouraging individuals to do the right thing at the right time, every time. Lee discusses the differences between instincts and habits, highlighting that instincts are reactive and unconscious, while habits involve conscious awareness and practice. Overall, this thought-provoking episode challenges conventional thinking and offers practical insights for solving business problems. KEY TAKEAWAYS Instincts and habits are different. Instincts are automatic responses without conscious awareness, while habits have some conscious awareness. Habits can be learned and practised, while instincts are often innate. The goal should be to develop habits that become instinctive, enabling people to do the right thing at the right time, every time. Developing organisational habits is challenging, but striving for organisational instincts can lead to more spontaneous and effective actions. Creating clarity, and alignment, and providing space for practice and learning are essential in developing habits and potentially turning them into instincts. BEST MOMENTS "I want to maybe just go a little bit deeper on this in terms of habits and aspirationally as leaders of people and as leaders of change." "Maybe doing the right thing at the right time, every time, is our striving for perfection, like we do in the improvement world."  "Maybe habits are more reactive and maybe instincts are more proactive at a point, maybe."  "We should be trying to create organisational instincts so that if anything happens, if anything occurs, we all do the right thing at the right time every time."  "Habitual suggests routine. Instinct suggests spontaneity. And if we truly want people to do the right thing at the right time, every time, then we need to create more spontaneity."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the importance of effectively engaging the hearts and senses of people when leading and implementing change. He emphasises the power of words, pictures, and emotions in creating a strong connection with individuals. Lee highlights the significance of creating a vision that resonates with people and involves them in the process, as it increases their level of commitment and engagement. He shares personal experiences, such as his running journey, to illustrate the impact of words and motivation on taking positive action. KEY TAKEAWAYS Engaging the hearts of people is crucial when leading and implementing change. Different people resonate with different things, so it's important to use a combination of words, pictures, and emotions to create a meaningful impact. Creating a vision picture without accompanying words may only engage a portion of the audience while using both words and visuals can engage more people. Involving people in the creation process can increase their level of engagement and buy-in. Tapping into the senses of people, such as what they see and hear, can help create a strong feeling that motivates positive action. BEST MOMENTS "When we are delivering change, when we're leading people, it's really important that we recognise that everybody is different."  "People will forget what you've said, people will forget what you did, but people will never forget how you make them feel."  "If you create a vision picture, without the words, it'll only engage a number of your people." "You either involve them in the creation of something... Then they're going to feel something about it."  "The best way to create a positive action towards a destination is to create a feeling, a strong enough feeling that makes it compelling to do something."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee discusses the parallels between his marathon training journey and running a business. He shares his experiences and lessons learned from his training, emphasising the importance of paying attention to the small details and not sweating the unimportant stuff. Lee also talks about the value of seeking guidance and feedback from experienced individuals to understand what truly matters.  KEY TAKEAWAYS The importance of sweating the small stuff: Paying attention to the small details is crucial for achieving success, whether it's in personal goals or in business. Clarity is essential: Having a clear understanding of the direction, purpose, and destination is crucial for making progress and focusing on the important tasks. Conscious effort leads to improvement: By consciously putting effort into the important tasks, individuals can continuously improve and achieve their goals. Consistency is key: Consistently applying oneself and working on the small things over time is necessary for long-term success. Seek guidance and learn from others: Recognise the importance of seeking advice and learning from those who have experience in the field to gain a deeper understanding of what is important and how to improve. BEST MOMENTS "Don't sweat the unimportant stuff, not don't sweat the small stuff, because I think the small stuff is really, really important." "It's the small stuff that's going to help us achieve. Whether that's personal goals, like the marathon or ultramarathon, or whether that's in business today, tomorrow." "80% of your successes, 80% of your progress, 80% of your improvements are going to be delivered by the small things, by understanding the small things."  "You can only really understand the small stuff, which is the important stuff, if you're conscious about it. If you're conscious about doing, when you're doing and the activities that we're talking about."  "I am training, I am progressing, I am getting there, but it's only by working on the small things, and that's what's gonna allow me to achieve what I've set out to achieve." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

This episode explores the importance of conversation in today's technology-driven world. Lee highlights how distractions and short-form communication have led to a loss of the art of conversation. Lee emphasises the need for engaging and meaningful conversations to solve business problems and improve personal relationships. He shares his own experience of transitioning from scripted questions to open-ended conversations in his podcast interviews. Lee believes that by prioritising conversation and being present in our interactions, we can foster connection, generate new ideas, and ultimately solve more problems.  KEY TAKEAWAYS The biggest challenge in today's world is the loss of the art of conversation. Technology has made communication faster and more convenient, but it has also led to shorter, less meaningful conversations. Conversations breed connection, allow for the sharing of thoughts and ideas, and can lead to problem-solving. Many conversations today are focused and process-driven, lacking depth and exploration of thoughts and minds. To have better conversations, it is important to create a suitable environment, be open and present, ask questions, and actively listen and respond. BEST MOMENTS "I think we may have lost the art of conversation and we need to get back to a place where we can start having conversations with people."  "I think the biggest challenge we've got is actually conversing, conversing and having conversations effectively." "The art of conversation, you might absolutely disagree with me at this point, and I can understand why, because you're in so many conversations every single day, but they are focused dialogues."  "I think everybody is only one question away from their next conversation. One question. And you, that can start amazing, amazing exploratory conversations."  "I think every business problem can be solved through a conversation. Every life problem can be solved through a conversation."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he reflects on the emergence of artificial intelligence (AI) and its impact on various industries over the past year. He draws a parallel between AI and artificial grass, highlighting the advantages and limitations of both. While AI offers predictability and efficiency, human intelligence possesses emotional depth and adaptability. Lee emphasises the importance of leveraging technology to enhance productivity and problem-solving, but also warns against over-reliance on it, as it can hinder effective communication and critical thinking.  KEY TAKEAWAYS Artificial intelligence (AI) will continue to be leveraged and used in various industries in 2024. Technology, including AI, machine learning, and automation, can help businesses improve their operations and customer service. While technology provides predictable and repeatable answers, human intelligence is still valuable due to our emotional and experiential nature. The use of technology should not hinder communication and connection among individuals and teams. Leaders should focus on developing the thinking of their people, asking better questions, and engaging them more frequently to overcome communication challenges and foster growth. BEST MOMENTS "Last year, ChatGPT made a difference, it made an impact in a number of industries and it started to be leveraged."  "AI can help with simple responses to customer queries. It can produce copy for social media posts, but it can't replicate fully humans because we are emotional."  "The more we leverage technology, the greater gap we create with our communication on a human level."  "The more we live in this world, the more we need to leverage and understand that. And then we need to learn how to communicate more effectively."  "We need to make every person think more than they are doing now. We need to grow, develop and care for our people." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this final episode of 2023, Lee reflects on the year and shares personal challenges, including his training for the London Marathon and an ultra marathon in 2024. He discusses the parallels between his training journey and the challenges faced in leadership. Lee emphasises the importance of having a compelling vision, making goals tangible and relatable, and creating accountability through public commitment. He also explores the four C's: connection, conversations, collaboration, and celebration, and how they apply to business and team success. KEY TAKEAWAYS The power of making goals public and being held accountable: Lee mentions that by making his charity events public, he is being held accountable by friends, family, and colleagues. This highlights the importance of sharing goals with others to increase motivation and accountability. The significance of effective communication and collaboration: Lee discusses the need for clear communication and collaboration within teams and organisations. They talk about the importance of having regular conversations, creating a safe environment for sharing ideas, and collaborating on key challenges. The value of effort and putting in one's best abilities: Lee reflects on the concept of effort and how it is often underestimated. He discusses the need to not just do something, but to do it to the best of one's abilities. This applies to achieving goals, having meaningful conversations, and celebrating success. The continuous nature of improvement and reflection: Lee emphasises that the journey towards achieving goals and implementing the four C's (connection, conversation, collaboration, celebration) is an ongoing process. He encourages reflection on past efforts and the commitment to continuously improve and apply the principles discussed. BEST MOMENTS "This year I just reminded again how short life is and how I don't contribute and support those that have either going through the challenges dealing with with cancer and other things, also I want to help those who are trying to cure it as as well so that's that's the motivating factor behind the charity events." "Having clarity of destination, having belief in being able to get there, making it tangible and making it relatable to every single individual in the team and letting them know what their contribution is into achieving it."  "We need to be connected on the vision. We need to be connected as people and with people. We need to be connected together with purpose. We need to be connected to make sure our communication flows effectively." "Your effort is on a scale and you might put more effort into some things than other things. And are you truly putting the right levels of effort into successful delivery of the four Cs?"  "Are you doing it? Or are you really doing it? That's my reflection for 2023." HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.  

Lee explores the concept of putting your body where your priorities are. He challenges the common practice of leaders simply sending emails or making phone calls about their priorities, and instead encourages leaders to physically show up and contribute to the work that aligns with their number one priority. By being present both physically and mentally, leaders can demonstrate their support and care for their teams, ultimately creating a more engaged workforce.  KEY TAKEAWAYS Putting your body where your priorities are: Lee emphasises the importance of physically showing up and being present in the places where your priorities lie. This means going beyond sending emails or making phone calls and actively engaging with the work and the people involved. Clarity on priorities: It is crucial to have a clear understanding of what your top priority is. This allows you to focus your efforts and resources on the most important task or goal that will have the greatest impact on your business. Conscious effort: Making a conscious effort involves both physical and mental presence. Physically showing up at the workplace and actively supporting your team, as well as mentally being fully engaged and present in the moment, without distractions. Consistency: Consistency is key in building trust and engagement with your team. It means consistently showing up and being present, not just during emergencies or high-pressure situations, but on a regular basis. This helps create a sense of reliability and care for your employees. Caring for your people: Lee talks about the importance of genuinely caring for your team. By putting your body and mind where your priorities are, you demonstrate that you value and support your employees. This leads to a more engaged workforce and fosters a positive work environment. BEST MOMENTS "I don't think there's anything more powerful than a leader turning up to the place that is contributing their efforts towards delivering against your number one priority." "What I'm talking about here is not sending emails, not making phone calls, not tasking others, but you going to the place of work, putting your body where the priority is."  "If everything's a priority, then nothing is a priority." "I believe that one of the most important ways that you can get across that you care about your people is when things are going right or wrong, you are consistently turning up, consistently showing up."  "I think everybody can do it more. But I think we've got to do it right. So that comes down to these three C's: clarity on the priority, conscious effort physically and mentally being present, and then thirdly, doing it consistently."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode, Lee Horton explores the complexities of communication and the challenges that arise when messages are not received as intended. Lee emphasises the importance of consistently and clearly communicating messages multiple times to ensure they are understood by different individuals. He shares the six key factors in any communication process into six key factors and talks about how acknowledging these factors and actively checking for understanding can help set up leaders for success. KEY TAKEAWAYS Communication is a complex process: There are multiple factors that can affect how a message is received and understood, including our senses, thoughts, words, environment, and the listener's interpretation. Consistency is key: To ensure that messages are understood, it is important to communicate consistently and repeatedly. One-time communication may lead to misunderstandings or the message being lost. Check for understanding: It is crucial to verify that the intended message has been understood correctly. This can be done by asking for feedback or engaging in conversations to clarify any confusion. Consider different mediums: Sharing messages through various mediums, such as in-person conversations, emails, or presentations, can increase the chances of effective communication and understanding. Give people the opportunity to succeed: By communicating clearly and consistently, we can provide others with the best chance to act on our messages and achieve success in their tasks or responsibilities. The communication process can be broken into six key factors: senses, thoughts, words with intent, environment, ears of the listener, and their understanding and subsequent actions.  By acknowledging these factors and actively checking for understanding, leaders can improve their communication effectiveness and increase the likelihood of successful outcomes. BEST MOMENTS "The art or the secret of communication is what has been heard, not what has been said." "Different people receive messages in different ways...we need to give everybody the greatest opportunity to truly understand what we mean in our words by saying them multiple, multiple times."  "If you only give a message once, then there is a high likelihood that that message will not be received in the intended way."  "Words are just labels for things, then my labels need to match your labels. And the only way we know that is by speaking to people and actually understanding that the labels, the words that we use for different things, mean the same thing."  "What can you do to help ensure that your messages land more effectively with your people, give them a greater chance of success and doing the things that you'd like them to do by maybe communicating a little bit more, communicating clearer and checking understanding."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.  

Lee opens up in this episode, sharing a personal experience of feeling overwhelmed and struggling to manage his time effectively. He reflects on the importance of structure and prioritisation to avoid becoming overwhelmed and unproductive. Lee emphasises the need for clarity, conscious effort, and consistency in managing one's schedule and making time for important tasks. He also highlights the limited nature of time and the importance of being kind to oneself by prioritising and sticking to a structured schedule. KEY TAKEAWAYS Time management is crucial: Managing your time effectively begins with making a conscious effort to prioritise tasks.  Structure helps prevent overwhelm: Lee acknowledges that while they used to believe they were more creative and could go with the flow, they now recognise the need for structure when their task list becomes overwhelming. Having a structured schedule allows for better productivity and prevents feelings of being overwhelmed. Clarity on priorities is essential: Lee highlights the importance of having clarity on what is truly important. He suggests understanding one's priorities and making conscious efforts to stick to them, even when faced with a busy schedule. Consistency is key: Consistency is essential to follow through with tasks and commitments. It's important to be consistent in applying your schedule and making conscious efforts to do what you say you will do at the designated times. Be kind to yourself: Lee encourages being kind to yourself and recognising the need to prioritise personal well-being.  BEST MOMENTS "I tend to put off the tasks that I really should be doing, which then compounds the problem."  "I've realised the importance of structure... I really need to be strict with my time and with my structure and be kind to myself."  "Do you turn up and just go through the day being led by the diary that other people have maybe put in a load of meetings and you're just going from meeting to meeting that you've not actually put in based on your priorities?"  "We need to have complete clarity on our priorities and what's important to us."  "We need to remember that time's limited... always make time for the important stuff."  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee shares a personal story about his son's confidence and how it relates to building successful teams in business. Lee's son, Jack, plays for two football teams and has different levels of confidence and involvement with each team. Lee introduces the concept of the "Q for Confidence" formula, which includes comfort, understanding, and effort. Lee talks about the importance of creating a comfortable and supportive environment for team members to build their confidence and perform at their best.  KEY TAKEAWAYS Confidence is situational: Confidence levels can vary depending on the situation and the level of comfort one feels in that particular environment. The Q for Confidence formula: Lee talks about the Q for Confidence formula, which consists of three elements: comfort, understanding, and effort. By assessing and improving these factors, individuals can enhance their confidence levels in different situations. Building connection and intimacy: Building connection and intimacy within a team can boost confidence. Activities like social events, team bonding exercises, and creating a supportive environment can contribute to increased comfort and confidence. Trust and confidence: There is a parallel between trust and confidence, they are often interconnected. Building trust within a team can enhance confidence levels and create a more positive work environment. Enabling confidence in others: Consider how you can enable confidence in your team members. Reflect on whether you are creating a comfortable and supportive space for individuals to thrive and perform at their best. BEST MOMENTS "I want to talk about confidence of my son because there's been some interesting developments." "I have seen it play out with Jack that his actual confidence levels are different and his level of involvement and interaction is different." "Do you trust? Do you have confidence? Do your people have confidence in you?" "Nobody comes to work to do a bad job, do they? But do we really enable our people to do a good job?"  HOST BIO You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he discusses the importance of the four C's: Connect, Converse, Collaborate, and Celebrate. He challenges listeners to reflect on how effectively they are applying these principles within their teams. He also encourages listeners to have clarity in their understanding, be conscious in their actions, and remain consistent in their messaging and activities. By doing so, the four C's become a living and breathing system rather than a one-off activity. KEY TAKEAWAYS The four C's are Connect, Converse, Collaborate, and Celebrate. These four C's are essential for effective teamwork and problem-solving in a business setting. The speaker emphasises the importance of connection in various contexts, such as connecting with an audience, connecting with team members, and connecting different elements in an online ecosystem. The three additional C's that can enhance the implementation of the four C's are Clarity, Consciousness, and Consistency. These three C's help ensure that the application of the four C's is meaningful and ongoing rather than a one-off activity. Clarity is crucial in understanding the meaning and purpose of connection, while consciousness involves actively working towards delivering on that clarity. Consistency is important in maintaining a consistent message and actions in achieving the goals of connection. The speaker acknowledges that the concept of the four C's and three additional C's may be confusing and seeks feedback from listeners to improve clarity and understanding. The ultimate goal is to make the four C's a living and breathing entity in daily business practices. BEST MOMENTS "I wanna give you another lens to look through these 4 Cs and really focus on the first one around connection."  "So that, the ecosystem, my online ecosystem is connecting all of my products, all of my communications and my narratives together to provide the fullest suite of information that I can."  "The big challenge with the four C's is making them live and breathe every single day."  "Let me know whether you think I've absolutely lost the plot or let me know whether it's resonating with you in any way, shape or form."  Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee discusses the concept of failure and how it is perceived differently in the gym versus in the workplace. Drawing parallels between failing to achieve fitness goals and failing to meet business targets, Lee challenges the negative connotation associated with failure and encourages listeners to reframe it as a stepping stone towards success. He emphasises the importance of intrinsic motivation, creating a safe environment for failure, and providing support and encouragement as leaders.  KEY TAKEAWAYS Failure should be reframed as a positive word, as it simply means an obstacle or challenge that needs to be overcome in order to achieve a goal. In the gym, failure is seen as a normal part of the process of improvement. People continue to train and strive to reach their targets, understanding that failure is temporary and a stepping stone towards progress. In business, failure is often viewed as negative and punished, creating an environment where it is not safe to admit mistakes or take risks. This hinders growth and improvement. Leaders should focus on creating a safe environment where failure is rethought and seen as an opportunity for learning and growth. Encouraging and supporting employees in their development is crucial. Motivation plays a key role in both the gym and the workplace. Leaders should strive to increase motivation levels in their employees, encouraging them to give their best every day and continuously improve. BEST MOMENTS "I think failure is a positive word and that we should reframe failure as positive because it just means it's something that's prevented you from achieving your goal that you need to overcome."  "But why is this thinking so different in business? Why in business do we think of failure as bad and as negative?"  "We highlight issues and challenges in a way that doesn't make people want to or doesn't allow people to fail safely to get better."  "So are we really trying our best every single day to get better like we do in the gym?"  "Failure is not bad. It's just a limit that we have hit on our way to achieving our goal. And if we make it a bad thing to fail, then we will always stay below that bar."  Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he explores the importance of trust in leading change. He introduces the concept of the trust equation, which includes reliability, credibility, intimacy, and self-orientation. Lee discusses three key aspects where trust is crucial: trust in the change facilitator, trust in the business, and trust in the solution. By building trust, leaders can successfully navigate organisations and achieve their desired outcomes. KEY TAKEAWAYS Trust is a crucial factor in leading change and solving business problems. It is determined by the other person and can be influenced by factors such as reliability, credibility, intimacy, and self-orientation. Trust can be assessed in three aspects: trust in the change facilitator, trust in the business, and trust in the solution or answer being provided. To increase trust in the change facilitator, individuals can focus on being reliable, credible, building relationships, and demonstrating that the change is for the benefit of others. Trust in the business can be enhanced by demonstrating reliability in past change initiatives, credibility in achieving goals, building intimacy and alignment with employees, and showing that the change is not solely for the business's benefit. Trust in the solution or answer can be strengthened by providing evidence of its reliability, establishing credibility, fostering intimacy and interest in the solution, and clarifying who will benefit from its implementation. BEST MOMENTS "Trust is seen in the eyes of the other person, trust is something that's given by the other person."  "Does the person or do the people trust the business in seeing the change through?"  "Does the person or people trust the solution or answer that's being provided to overcome the challenge?"  "Often we can largely influence our own levels of trust as the change facilitators or leaders of change."  "Trust is seen and scored through the eyes of the other person, not you."  Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode of Business Problems Solved, Lee Horton discusses the three non-negotiables for a high-performing leadership team. Drawing inspiration from a leadership team he has been working with, Lee emphasizes the importance of alignment, clear expectations, and role-modelling accountability. He explains that a high-performing team does not necessarily require all high-performing individuals, but rather a shared understanding and direction. Lee encourages leaders to align their definitions and interpretations of key concepts, set clear expectations for their team, and lead by example while holding others accountable. This episode offers practical insights for creating a high-performing leadership team. KEY TAKEAWAYS Alignment is crucial for a high-performing leadership team. This includes aligning on understanding, direction, and key concepts. It is important to have a shared definition of terms and a clear vision of the destination. Setting clear expectations is essential. Leaders should communicate what is expected of team members in terms of behavior, actions, and outcomes. This clarity helps everyone understand their roles and responsibilities. Role modeling and accountability go hand in hand. Leaders should lead by example and demonstrate the behaviors and actions they expect from others. They should also hold team members accountable if they are not meeting the set expectations. High-performing teams do not necessarily require all high-performing individuals. As long as everyone understands and works towards the agreed-upon goals, the team can outperform individual efforts. These non-negotiables apply to both micro and macro levels. They can be implemented in day-to-day activities within the team or in larger strategic initiatives. The principles of alignment, clear expectations, and accountability are applicable in various contexts. BEST MOMENTS "To have a high performing team, it doesn't need to include a team of high performing individuals."  "The first non-negotiable for a high-performing leadership team is to agree and gain alignment on some key bits of language."  "What expectations do you have that people need to have, be, do and have, I guess?"  "Role modeling and holding people to account should be one and the same."  "These are the three non-negotiables that I believe every high performing team should strive towards: alignment, clear expectations, and role modeling and holding people to account."  Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Join Lee as he explores the concept of "Measure Mountain" and the importance of recognising and enabling effective teams within an organisation. Lee talks about the need to not only focus on the team delivering the 'valuable' work but also on other teams such as the leadership team. He encourages leaders to consider the horizontal lines of communication and collaboration, in addition to the vertical hierarchy. Lee challenges listeners to think about how many teams they really need and how they can help their teams become better, ultimately driving overall success. KEY TAKEAWAYS Recognise the importance of having effective teams at different levels within your organisation. It's not just about the team delivering the value work, but also about the leadership team and other horizontal teams. Avoid the pitfall of every layer of leadership having the same conversation every day. Enable capable individuals to fix issues within their own teams, rather than escalating them to higher levels unnecessarily. Consider the right rhythm for team meetings and communication. Depending on the needs of your organisation, you may benefit from more frequent meetings, such as weekly or daily, to address challenges and enable efficiency. Connect the goals and metrics from top to bottom within your organisation. Break down long-term strategic goals into shorter-term targets that are meaningful and relevant to each level. Focus on building the capabilities of your teams. Don't solely prioritise the value-adding work, but also invest time in developing the skills and effectiveness of your teams to help everyone move forward together. BEST MOMENTS "How many team of teams? Is your organisation or your department, your function built up of many different teams?" "Those that are doing the work day in, day out, often get a lot of the focus, and the other teams get neglected." "One pitfall that I see in organisations is that every layer of leadership having the same conversation every single day about the same issues." "Does your leadership team need to be recognised as a team? And if so, what does that mean to them? How can they work better together?" "Spending a bit of time building the capability and getting your teams to perform better may actually help everybody else move forward together as well." Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode of the podcast, host Lee is joined by guest Sam Morgan to discuss the challenges and mindset shifts involved in starting your own business and helping others as a change leader. Sam shares his personal journey from being introduced to Lean principles to realizing his passion for empowering people and helping them unlock their potential. They delve into the importance of building trust and confidence, taking small steps towards goals, and overcoming self-doubt. They also explore the challenges of valuing oneself, setting prices, and navigating the mental obstacles that come with starting a new venture.  KEY TAKEAWAYS Lean is about people empowerment: Lean is not just about improving processes, but also about empowering people to realize their potential and believe in their ability to achieve their goals. Building trust and confidence: To help others believe in themselves, it is important to build trust and confidence through building relationships, asking questions, and encouraging experimentation. Belief is a journey: Belief in oneself and one's abilities does not happen overnight. It requires consistent practice, overcoming self-doubt, and taking action to build confidence over time. Overcoming mental obstacles: The biggest challenges in pursuing one's own path or starting a business are often the mental obstacles, such as self-doubt, fear of failure, and undervaluing oneself. It is important to work on changing these negative narratives and beliefs. Focus on the most important things: In order to achieve success and avoid overwhelm, it is crucial to focus on the most important tasks and goals. Filtering out unnecessary noise and distractions allows for greater clarity and progress. BEST MOMENTS "Lean is all about how things work together to make what we see at the end." "It's all in service of making life better for people and people realizing that they have potential inside them." "It really is an empowerment framework… It's about people believing that they can do the things that they didn't believe they could do."  "It's much easier to act our way to a new way of thinking than to think our way to a new way of acting." "The most important thing is the battle of the mind… The importance of the narrative, our stories that we tell ourselves." ABOUT THE HOST You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee shares a personal experience that has made him reflect on the importance of making challenges and changes feel real for people. He discusses his decision to participate in two charity events, the London Marathon and a 100-kilometre ultra event, and how it only became real for him when he started sharing it with others and receiving donations. Lee explores the significance of emotional attachment and involvement in driving motivation and commitment, emphasising the importance of communication and creating a sense of accountability.  KEY TAKEAWAYS Making something real involves sharing it with others and getting them invested in it. Lee's charity events became real when he created JustGiving pages and told his family and friends. This emotional connection and involvement of others made the challenge feel more tangible and significant. Getting people to have "skin in the game" is crucial for leadership challenges and change initiatives. Lee says to think about how you can involve more people and make the challenges feel real to them. This could include working in groups, explaining the impact on a daily basis, selling a vision for the future, or leveraging current pain points to motivate action. Having a goal or vision is not enough; it needs to be made real through communication and conscious awareness.  Emotional attachment and belief are triggered when something becomes real. Lee's own challenge made him feel physically sick and driven by the fear of letting others down. When something becomes real, it evokes strong emotions and motivates individuals to take action and succeed. Planning and structuring are essential in achieving goals. Structuring the journey and aligning actions with intent and goals can lead to success. BEST MOMENTS "And ever since that moment, and ever since donations have started to come in, something has happened and it's become real."  "So, how can we use and leverage people's current feelings of what's not working to help them move towards a neutral state, to help them to move towards an acceptable state to where they want to get to because it's definitely pain that's fueling me at the minute…"  "The thing that's actually driving me and the thing that made it real was when I shared it with other people. When other people started sponsoring me and I'm driven by, I don't want to let anybody down."  "What can you do to make it real to people so they can feel what it means to them? So what can you do to make it real? Because when it becomes real, my God, it feels real."  VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee discusses the importance of silence in both the external and internal world. He emphasises the need to create spaces for silence in meetings to allow people time to think and truly engage in the conversation. Lee challenges listeners to consider their comfort level with silence and how it affects their ability to listen and ask better questions. He suggests avoiding padding or justifying questions, and instead giving people the space and time to think before exploring their understanding. Lee also explores the concept of quieting the chatter in one's own mind to be fully present and actively listen. He encourages listeners to become more comfortable with silence, as it can lead to better answers and a deeper understanding of others. KEY TAKEAWAYS Creating space for silence: In meetings and conversations, it is important to save a seat for silence. Allowing people time to think without filling the silence with unnecessary words or padding on questions can lead to more thoughtful and meaningful responses. Comfort with silence: It is essential to assess one's comfort level with silence. Some individuals may feel nervous or uncomfortable with silence and tend to fill it with laughter, additional words, or noises. Recognising and addressing this discomfort can help create a more conducive environment for effective communication. External silence: When asking questions, it is important to be comfortable with silence in the external world. Avoid questions with unnecessary justifications or explanations. Instead, ask concise questions and give people the space and time to think before responding. This can lead to more genuine and thoughtful answers. Internal silence: To truly listen and be present in a conversation, it is crucial to quiet the chatter in one's internal mind. Starting with an empty cup, emptying the mind of biases and preconceived notions, and focusing solely on listening can enhance understanding and engagement in the conversation. Trusting safe space: Creating a trusting safe space is crucial for effective communication. Actively listening and showing genuine interest in others' thoughts and ideas can foster trust and encourage open and honest communication. Being comfortable with silence plays a significant role in creating this safe space. BEST MOMENTS "If I didn't [think every episode was important], then it wouldn't be an episode, so that's a silly thing for me to say."  "Often, the only thinking time that people have is when somebody else is speaking, and that means, that they are not actually engaged fully and listening truly to what other people are saying."  "Don't pad your questions out. Don't justify the reason why you've asked the question. Give people space and time to think about it first and then explore."  "Start with an empty cup, means empty your mind of all of those thoughts and then just ask the first question and then your second question has got to be the mother of, I guess the answer that the person gives has got to be the mother of your next question, not your internal chatter."  "Silence is just as important, if not more important, than what you say. So how can you become more comfortable with silence, both in the outside world and in your internal mind?" -   Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the difference between getting by and getting better in business. He emphasises the importance of asking the right questions to promote continuous improvement and challenges leaders to reflect on the questions they ask their teams. Lee discusses the three key factors to consider when asking questions: the type of question, the environment in which it is asked, and the person being asked. He provides examples of questions that promote getting by versus getting better and encourages leaders to engage the minds of their team members by asking open-ended and expansive questions.  KEY TAKEAWAYS The questions we ask as leaders can either hinder or promote continuous improvement. It is important to ask better questions that encourage deeper thinking and generate more ideas from our teams. The type of question we ask is crucial. Instead of asking closed-ended questions that elicit simple yes or no answers, we should ask open-ended questions that start with "what" or "how" to encourage more expansive thinking and tap into the memory of our people. The environment in which we ask questions is also important. It should be a safe and trusting environment where people feel comfortable sharing their thoughts and ideas without fear of being chastised or blamed. Engaging the minds of our people is essential for creating an engaged team. By asking better questions and actively listening to their responses, we can understand what gets in their way and take action to help them improve. Continuous improvement requires more than just going through the motions of daily meetings. Leaders should focus on extracting valuable insights and ideas from their teams by asking better questions and creating a culture of continuous improvement. BEST MOMENTS "I've come to the realisation that actually, as leaders, the questions that you ask may be preventing and stifling you from getting better."  "We want to promote a level of thinking that taps into the memory of our people. We don't just want front-of-mind and in-moment answers."  "What happened yesterday that may have caused a safety issue? You're then promoting thinking and getting people to think about all of the near misses, all of the opportunities that may have caused a safety issue."  "Are you OK? How are you feeling? It opens the mind and allows you to understand the things that are getting in people's way and then allowing you to then get better."  "Don't just assume that just having a daily meeting and going through the motions of the topics that you believe are the right ones to talk about. Don't just go through the motions and ask everybody, have they had a safe day?"  Business Problems Solved Podcast You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode, I delve into the intriguing concept of "empty happiness" and "empty improvement." It's fascinating how we often confuse fleeting moments of joy with genuine, lasting happiness that we experience when we look back on our life's journey. This parallels the world of business, where I've witnessed countless instances of efforts aimed at improvement that ultimately lead to no substantial change.My exploration will illuminate the path toward transformation in both personal and professional spheres, offering valuable insights for leaders striving to make a real impact. So join me as we dissect the nuances of happiness and improvement, and discover how they intertwine in the realm of business problem-solving. KEY TAKEAWAYS Empty happiness is a real phenomenon that occurs when we experience temporary joy or satisfaction in the moment, but upon reflection, realise that it was not a truly fulfilling or meaningful experience. The same concept applies to improvement efforts in business. Empty improvement refers to making changes or fixes that may seem beneficial in the moment, but ultimately do not have a significant impact or contribute to the overall goals and direction of the organisation. To avoid empty improvement, it is important to differentiate between developing the habit of continuous improvement and making tangible, meaningful improvements. The habit of improvement involves regularly engaging in problem-solving sessions and creating a culture of continuous improvement within the organisation. Tangible improvements, on the other hand, require a clear understanding of the organisations destination and the obstacles that are preventing progress towards that goal. By aligning problem-solving efforts with these obstacles, leaders can ensure that improvements are meaningful and contribute to the overall success of the organisation. Building the habit of problem-solving and improvement requires creating a desire in individuals to fix things and solve problems. This can be achieved by connecting their emotional attachment to the organisations goals or by creating a craving for completing specific activities. Developing understanding, skills, and confidence in problem-solving will naturally follow, leading to more effective and impactful improvements. BEST MOMENTS "Happiness in the moment is different to happiness when you're looking back." "Empty happiness is a real thing. We only want to have happy moments that are not empty, that when we're looking back, they are actual happy moments." "Empty improvement is a real thing. How can you ensure that you're not delivering or having empty improvement?" "If you can encourage and create an environment where people are continuously improving regularly, then you're forming that habit." "Building the habit of problem solving whilst selling the destination of where you're trying to get to will build the desire." VALUABLE RESOURCESYou can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this special episode, host Lee takes a reflective journey by engaging in conversations with his two children, Jack and India. Jack, aged 10, shares his insights on what makes a good manager, drawing from his love of football and admiration for figures like Elon Musk. Meanwhile, 8-year-old India expresses her aspirations to become a teacher or business worker, emphasising the importance of helping others and always doing one's best. Through these conversations, Lee realises the need to have more meaningful discussions with his children and gain a deeper understanding of their thoughts and experiences. This episode serves as a heartfelt thank you to listeners and a reminder of the value of sharing lessons and experiences to inspire and help others. KEY TAKEAWAYS Gratitude and reflection: The host expresses gratitude for the listeners and reflects on the journey of the podcast, emphasising the importance of feedback and sharing lessons learned. Lessons from personal experiences: The host shares lessons learned from his best friend's passing and aims to share any lessons he learns with others to make a meaningful impact. Lessons from children: The host interviews his two children, Jack and India, to gain their perspectives on leadership and change. They emphasise qualities such as being polite, imaginative, and vocal as important for good leadership. Importance of connection and social skills: Both children highlight the importance of being social, making friends, and helping others fit in. They emphasise the need for leaders to be vocal, help each other, and create a welcoming environment. Personal growth and self-belief: The children discuss the importance of being happy, being oneself, and always doing one's best. They encourage self-confidence, resilience, and not letting negative influences deter personal growth. BEST MOMENTS"So, yeah, so just just thank you. And like I said, it's been a really reflective experience.""By imagining new things. By thinking up new things. All right, yeah. Good, good, good.""Because some people are different to others and some people won't understand as easily as others.""Always try your hardest, yeah. 100%. 100%, everything.""Always remember nobody can stop you of what you wanted to be." VALUABLE RESOURCESYou can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee discusses the challenge that many organisations face when it comes to deploying their strategies effectively. He emphasises the importance of engaging employees and creating a more meaningful and collaborative approach to strategy deployment. Lee introduces a framework of three key questions: Why are we doing this, what do our people need to be, and what elements do we need in place to achieve our goals? By answering these questions and involving the team in the process, leaders can create a clear direction, define desired behaviours, and establish the necessary systems to successfully implement their strategies. Lee concludes by offering a downloadable guide to help listeners navigate this framework and align their departments or functions towards their desired outcomes. KEY TAKEAWAYS Deploying a strategy within an organisation is full of challenges, it's essential we engage people in the process. Using a question framework to guide the deployment of a strategy, focusing on purpose, people, and process can help in helping things go smoothly. The purpose questions involve defining why the organisation is pursuing a particular strategy and what goals or metrics they aim to achieve. The people questions focus on identifying the desired habits and behaviours of employees that will contribute to the success of the strategy. The process questions involve determining the tangible elements and actions needed to support the desired behaviours and achieve the defined goals. BEST MOMENTS "People don't fear change, they fear being changed." "There is a better way than a lot of organisations adopt that can create a more engaging way to deliver the deployment of a strategy, of a direction, of a vision." "To achieve this, our people need to be role models, coaches, positive, respectful, and engaged." "This means we need to have the following things in place: communication system, certain meetings, certain governance, certain roles and responsibilities." "To make this a reality, these actions are required to be delivered. Who's going to do those actions? By when?" You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee explores the concept of opportunities and how they are perceived and acted upon. He shares a simple anecdote about a coin glued to the floor to illustrate how some people may not see opportunities while others may misinterpret them. Lee emphasizes the importance of mindset, work ethic, and consistent questioning in recognizing and seizing opportunities for improvement.  KEY TAKEAWAYS Opportunities are all around us, but not everyone sees them or takes advantage of them. It is important for leaders to help their teams recognize and seize opportunities for improvement. Mindset plays a crucial role in identifying opportunities. Believing that everything can be improved and being open to opportunities increases the likelihood of recognizing and taking advantage of them. Asking better questions can help broaden people's thinking and enable them to see opportunities. Consistency in asking these questions and creating a space for open dialogue is key. Creating an environment where people feel empowered to take action on opportunities is essential. This may involve bringing together individuals from different teams or functions to work collaboratively on identified opportunities. BEST MOMENTS "Opportunities are something that everybody, I believe, everybody has the opportunity for opportunities." "If everything in this world is a process, it has inputs, it has outputs and it has steps to achieve it. And every process can be improved." "We need to find a mechanism, find a way to get people to open up to the opportunities that are in front of them, to ask them better questions, to get better answers." "We've got to increase the belief in our people first to recognize the opportunity or things that can be improved." VALUABLE RESOURCES You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Rather than being a black-or-white question, the gap between safe and strong tends to be a sliding scale as only caution can build safety and only risk can result in strength. Lee looks at this balancing conundrum in the context of creating change. KEY TAKEAWAYS Initially, you may want your people to be safe so they can confidently try repeatedly and possibly fail more comfortably. Do you provide answers, templates, and constant guidance for your people, or are you allowing them to fail and learn? We are aiming for an unsafe, strength-building formula with the ability to learn, judge and mitigate risk. BEST MOMENTS ‘Ultimately you want them to be strong, you want them to learn for themselves, you want them to stretch that comfort zone.’ ‘You increase the level of risk, but you also increase the level of strength of the person.’ ‘How much are we willing to push the boundaries on our current comfort levels to try new things, but do it in a way that’s helping us get to where we want to get to.’ VALUABLE RESOURCES Business Problems Solved Podcast          CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.  

In this episode of Business Problems Solved, host Lee Horton draws an unexpected analogy between change management and sun cream. He reflects on his recent family holiday and compares the role of change management in protecting individuals from the harmful effects of change to the function of sun cream in shielding people from the sun. Lee emphasises the importance of recognising that change affects individuals differently and that different levels of support and communication may be necessary. He encourages listeners to approach change management with a personalised and adaptable approach, just as one would choose the appropriate sun cream factor for different individuals. Overall, this episode offers a unique perspective on change management and provides practical insights for successfully navigating organisational change. KEY TAKEAWAYS Change management and sun cream are similar in that they both act as barriers between something (change or the sun) and people. Change management is there to protect individuals from the harmful effects of change, just as sun cream protects individuals from the harmful effects of the sun. Just as different people have different tolerances to the sun, different people respond differently to change. Change management should take into account the individual needs and responses of people involved in the change process. Change management, like sun cream, should be applied regularly and with the end goal in mind. It should not be a one-time event, but an ongoing process that considers the different factors and variables at play. People who may appear resistant to change may simply need a different level of support or communication. Just as some people need a higher factor sun cream, some individuals may require more frequent or tailored communication to help them navigate the change process. It is important to treat change management as a positive and necessary aspect of implementing change, rather than a negative barrier. Just as sun cream protects and enhances the tanning process, change management helps individuals and teams transition successfully to their desired state. BEST MOMENTS"Change management is often seen as a barrier between the change and or the solution and people.""Change management is there to protect you from the harmful effects that change can have.""Often people don't fear change, they fear being changed.""Change management is like sun cream. It needs to be applied regularly, but with the goal in mind.""Just remember everybody that is on your program, that is a person, and that person may need a different level of support, a different level of protection, a different level of a barrier between them and the actual change itself." VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

When applying change in various organisations Lee has found resistance a common problem. In this episode, he identifies the key reasons why it is so often encountered and how you can circumvent them.   KEY TAKEAWAYS We need to share what we are thinking clearly with everyone when we explain the reasons for change. If people do not understand the rationale behind the decisions it is easy for them to discard or ignore them.  Change brings uncertainty. People worry about what change will mean to them specifically. A perceived lack of leadership support will be interpreted as disapproval of the changes and will make staff consider them unimportant.  People fear that changes will remove their control.  Previous unsuccessful change efforts can create resistance.  Lack of incentive. People need to see a benefit for the increased work.  BEST MOMENTS‘I think this is the biggest thing, a lack of communication.’’Actively listening to concerns and addressing them transparently and applying regular updates and opportunities for people to ask questions and provide feedback is key.’‘A lack of visible leadership can undermine the change effort and lead to resistance.’ ‘Highlight lessons learned and emphasise the steps taken to ensure its success.’ VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

How do you create an ongoing strategy to facilitate change in the long term rather than just being reactive to current problems? Lee notes some key points to bear in mind when forming a  plan for others to follow to create change well into the future as well as right now. KEY TAKEAWAYS Use technology to help to achieve your goals. Systemically find problems to solve by engaging your people, metrics and identifying targets. Create a new system, or adapt one that already exists. Know your organisation to fully visualise your goals. Identify what will keep you motivated. BEST MOMENTS ‘You can either create something new or adapt and use something that already exists.’ ‘Do this by engaging with people, not sat by yourself in a room with a PowerPoint slide deck.’ ‘When the going gets tough, and it may get tough because we are dealing with people here, what are the things that are important to you that are going to keep you going every single day?’ ‘If you can brand it in a particular way that makes it memorable then that just makes it easier to differentiate it from everything else that’s happening within the organisation.’ VALUABLE RESOURCES Business Problems Solved Podcast          CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/   ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.  

Lee reflects on the past five years since his friend Chris’ passing as well as Chris’ three lessons that have been so intrinsic in leading change in that time, and his dive into those lessons that he has experienced since his loss.  KEY TAKEAWAYS When you allow people to be themselves, we are all so vastly different. It’s our differences that make progress possible. Always be your authentic self. Make good friends.  Time is limited. BEST MOMENTS‘All the way through school I was the kid who would go bright red and wouldn’t speak out in class.’‘It’s our differences and not our similarities that make what we do special.’‘With Chris’ 3 lessons I try to go deeper into those 3 lessons more and more often. Over the last 5 years I’m continuing to delve deeper.’ VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

Lee discusses how amongst change leaders when challenging people’s thinking to move closer to the goal,  your credibility can be much more important than your ability to influence.  KEY TAKEAWAYS A challenge can be uncomfortable, but the important thing is your subject’s view of you and your credibility in their opinion.  It can often be easier to gain credibility as an external change person.  Build trust and credibility with the leaders that you are supporting.  BEST MOMENTS‘Imagine you are a lean coach and you are supporting a leader and you believe the leader can be better at leading people, improving the processes or whatever it is.’‘If you’re starting from a place where the person that you are supporting does not believe that you are credible or doesn’t believe that what it is that you are supporting them with is credible then it doesn’t matter about the ability of the quality in your challenge’‘How can you build that credibility rather than just relying upon your ability to challenge?’ VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

The ‘Say, Do Gap’ is the delay between when people say they are going to do something and when they actually do it or the difference in quality between what they say they are going to achieve and what they actually produce. Lee talks about an extra stage in this process, the ‘Think Feel’ stage.  KEY TAKEAWAYS If we can influence the thoughts and feelings of our people then we have a chance of influencing the culture of our organisation.  If someone feels that an environment is not safe to freely express themselves there will be a substantial ‘Think, Feel, Say’ gap. Remove the obstacles to free expression to act on things more quickly and achieve better resolutions.   BEST MOMENTS‘What people are thinking and feeling isn’t necessarily what they are saying when they are asked.’  ‘How many times have you had thoughts or feelings that you’ve not actually spoken?’‘People talk about trust a lot and I think when you have a high trust environment then the gap between what people feel and say is far, far reduced.’  VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode of Business Problem Solved, Lee chats with Steve Rames, a global director of a Fortune 100 American corporate. Steve shares his journey from a YTS scheme to a corporate director, his passion for Lean, and the importance of honesty and hard work. Lee and Steve discuss Steve's journey from a production line to a global director, his experience with Lean and Six Sigma, and the importance of honesty and hard work in his career. They also discuss the challenges of leadership, the impact of COVID-19 on businesses, and the future of Lean. In addition, Steve shares some insights on his experience with plant closures and lean implementation, and the importance of connecting with people through humor. BEST MOMENTS "Leadership is all about making other people successful."  "If you concentrate on what is within your sphere of influence, then your sphere influence grows." "A quarter of an hour without laughter is a quarter of an hour, Tyneside is a jolly place."  "I was just dropped into many, many troubling situations, which were a whole lot of fun and total adrenaline maximizing the comedy."  "Truth is the thing we've got to get truth from. The truth, from the guys on the tools, has got to be the same truth spoken in the boardroom, Alight, you're having different conversations, but they've got to be based on the same truth."     VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

One measure of a successful meeting can be the amount and share of vocal engagement experienced during the discussion. However, this is far from being an absolute requirement and there are exceptions as Lee explains in this episode.  KEY TAKEAWAYS Sometimes people are fully engaged when they are thinking.  People often fill space vocally as this is often rewarded. Silence is necessary. Silence occurs when people are fully considering what they have heard and working on solutions. Encourage relevant silence.   BEST MOMENTS‘It’s not just about filling all of the spaces. Success in a meeting doesn’t have to be measured by output and voices because silence is also ok.’’One skill for a leader is not to break that silence.’‘The more comfortable we can all become with silence and getting lost in our thoughts, building on each other’s thoughts and sharing them openly and safely the better the solutions, answers and the resolutions.’  VALUABLE RESOURCESBusiness Problems Solved Podcast          CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/ ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

In this episode, Lee chats with James Edmondson, an experienced and results-oriented Agile leader and systemic team coach, with a reputation for working collaboratively with senior teams in both operational and head office environments. He is a people focussed leader with highly attuned emotional intelligence that enables strong relationships at all levels and also a veteran with over 20 years of experience working collaboratively under pressure and with a character that inspires the very best out of high-performing teams. Lee and James discuss his ‘water-based’ career, his adaptation of military ‘cell’ structures as a form of team management, the meaning of ‘agile’ in a team context, moving from military to civilian life, and the lessons he has learned in teams and leadership.  KEY TAKEAWAYS From 20 years in the Navy to his current career with Anglian Water, James has always specialised in team focus.  One of James’ first tasks was dealing with the COVID response which gave him invaluable experience in change management. James uses a ‘cell’ system model which he learned from the Navy in his team-leading strategy.  James is now a certified team coach after training in the field. The idea of an all-powerful, super-efficient, singular leader is a myth. Get rid of the ego, be humble, ask questions and know that you do not know all the answers. BEST MOMENTS‘I remember looking into the Navy as a teenager and thinking, goodness me, it’s just like a really good rugby team or really good football team or really good cricket team. They’re always playing together and got focus on an outcome.’-James ‘That cell structure gave us a really cohesive unit. It decentralised leadership to a certain extent. With the way we connected it all together it allowed people to have shared awareness and real clarity on what we were trying to achieve.’-James‘I started to dig into what ‘agile’ meant and I did a couple of courses.’-James ‘You’ve used the word ‘teams’ a lot and you’ve also used ‘team of teams’. What is it about teams that make you feel the way you do and what is it that makes a great team?’-Lee‘The notion of a heroic leader or a superman or supergirl just getting things done on their own is nonsense.’-James‘What makes a great leader? There’s so much to go into here but straight away it’s humility and trust.’-James VALUABLE RESOURCESBusiness Problems Solved Podcast          ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee rounds off his 3 Things series with 3 more important, thought-provoking points highlighted throughout the past few weeks. Here is a reflective summary of the choosing and honing of the ten topics covered. KEY TAKEAWAYS Thinking about the ten most valuable areas to discuss has been a worthwhile, constructive task. Having to narrow down to 3 most important points forces focus and clarity on all the chosen topics. This series has facilitated thinking, feeling and doing on each of the topics covered efficiently. BEST MOMENTS ‘Just narrowing it down to the 10 things that I believed would add the greatest amount of value to you has been just a great reflective space and a great reflective opportunity for me to really consider these things.’ ‘When you are given a topic to think about and forced to identify the 3 things that you believe are the most important of that really forces the thinking and I had some great moments sat by myself identifying the 3 things for each different topic as well.’ ‘This mini-series has allowed me to think feel and do about each of these different things and it’s an amazing reflective space for me. I don’t think people take the necessary amount of time to actually reflect.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

As always, Lee encourages you to think, feel and do in depth about the 3 things about Coaching. Take a close look at Coaching and it’s importance as a skill in all workplaces in all its variations as a method for developing people towards desirable goals. KEY TAKEAWAYS Clarity of intent and destination. Coaching can only be attempted with a clear and definable goal to move towards. Prioritise questions and the thinking space rather than answers. It is a scale from consulting and providing answers through to creating a space to think. BEST MOMENTS ‘I believe we can only and should only coach when we have clarity of that destination. You need to truly have clarity of your intent in each of your interactions with your coachee and other people on the team.’ ’The more that you can make somebody think the more that they are developing their own thinking and their own answers to help them get to where they are trying to get to.’ ‘I don’t think our default as a coach is to provide options. It might be in the moment the thing that you think about to help the coachee move  past whatever it is hinders them.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In various situations, our standards differ and in terms of change, improvement and problem solving it can be difficult to decide where to set expectations to regard goals and targets as being met. Lee defines the 3 things that need to be considered when setting standards.   KEY TAKEAWAYS The standards need to be in line and support the reason why you are there.  They need to be visible and reviewable at the point of work, action or function.  They need to be simple, clear and address the operation required.   BEST MOMENTS ‘It should be an expectation set on an outcome from a leader in line with the purpose of the team, the function, the department, the business and also in line with the direction that you’re heading.’  ‘I often see standards in lever arch folders in cupboards and the cupboards are not actually in the place of the work they’re in an office somewhere.’ ‘Standards are a mechanism to solve the problem between what we say and what everybody hears.’   VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.  CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

In this ‘3 Things’ episode, Lee talks about the tools we all need to use to identify quantitively if our changes and improvements are successful, our chosen measures and metrics. What 3 things do we need to bear in mind to use these tools effectively?   KEY TAKEAWAYS Aligned to purpose. Ensure the chosen metric is the exact measure of the team’s success. Meaningful to each layer. The figures should be comprehensible and meaningful to all levels within the organisation.  To be actionable and solvable. The metric chosen should be affected by the actions and decisions of the change team.  BEST MOMENTS‘They should be aligned to a particular purpose, to a purpose of the team and that team’s purpose is to be aligned to that overall business purpose as well.’   ’Does every person on every team resonate with the measure or metric and the reason why they are there?’ ‘Can you go away and understand where and why the gap exists? Are you empowered to actually resolve or close that gap with you and your team?’ VALUABLE RESOURCESBusiness Problems Solved Podcast          ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

The creation of this mini-series has forced Lee to distil the complications of his chosen topics down to 3 easy to understand, most important points and in this episode, he is concentrating on Leadership. This time our 3 are Vision, Communication and Teamwork. KEY TAKEAWAYS Set a clear understandable direction. This creates motivation, passion and a shared target. The importance that people are clear on the messages that you deliver. Just because your team ‘works’ doesn’t mean you’ve got teamwork. BEST MOMENTS ‘Your ability to set a clear direction, one that is engaging, one that is motivating, and fundamentally one that people can resonate with.’   ‘Truly, the art of communication is what’s been heard, not what’s been said, and I think what we need to do as leaders is truly understand what has been heard not just what we have said.’ ‘How effective are you at creating teamwork? Encouraging and helping people to sacrifice their own personal goals for those of the team?’    VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Problem Solving can be a highly discussed topic with many differing opinions on methods. However, at this mid-point in his ‘3 Things’ series of episodes, rather than concentrating on method, Lee explains the 3 blocks that he feels you will encounter during your Problem Solving approach.  KEY TAKEAWAYS Finding problems, not solving them. Often locating the problems can be more difficult than solving them. Solving at the right levels, little and often. If you can solve problems with the people that actually work with them and do it often enough you also empower the people at that level. It’s everybody’s job. It’s not a specialist role to solve problems. BEST MOMENTS ‘We are not very good at finding problems because very often we just accept whatever we see, whatever we hear and whatever we feel because it’s always been that way.’ ‘Some problems may need to be escalated through the line to more senior people but only if the people escalate it’s not within their gift to solve.’  ’Is problem solving, moving forward, is identifying and overcoming opportunities actually part of everybody’s job, of everybody’s role to help everybody make today better than tomorrow?’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee introduces 3 important things that will make you think, feel and act differently concerning Visual Management. The fourth episode in the ‘3 things’ will explain how you can cue actions or activities based on the visuals and other sensory input that you share with your team.  KEY TAKEAWAYS Visual Management should provide focus and clarity for everybody on the important points.  It provides an opportunity for increased support and teamwork. It incorporates all sensory management to tap into the senses of all of the people that we are working with.   BEST MOMENTS ‘What is it that you are looking to control and how can you prompt or trigger or cue a particular activity or action or thought in somebody based on what they can see?’ ‘You can use Visual Management to help people see whether we are winning or losing today.’ ‘You want people to understand where we are, where we are trying to get to, whether someone is overloaded, underworked and how we can support each other to get to where we want to get to.’ ‘We need to consider how we can actually be more inclusive of peers, colleagues and friends and actually try to utilise more sensory management.’   VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

In this episode Lee continues his ‘There’s Always 3 Things’ series and sets out the 3 most important things to consider about your all-important daily team meeting. After this, you will think, feel and do more when it comes to structuring your regular updates and discussions.  KEY TAKEAWAYS Daily meetings are an opportunity to engage everyone and have two-way conversations. An opportunity to connect your communication floor horizontally as well as vertically with effective escalation and cascade. An opportunity to increase your focus and align your priorities.   BEST MOMENTS ‘You’ll maybe feel conflicted about your current meeting structure, or you might feel positive and confident about it.’ ‘But often people mean when they say that there is a lack of communication, it’s a lack of communication to help them do what they are doing today.’  ‘Can you connect your daily conversation with your peer’s daily conversation, with your seniors' daily conversation? Is there an effective cascade of communication and expectations down and is there an effective escalation of issues, challenges , frustration and things that get in the way of people doing the job?’ ‘You are aligning people on what the focus and priorities are today, but also celebrate what has gone well when it’s fresh in the mind.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

The latest in Lee’s series on the power of 3 takes a look at Customer Experience. What 3 things can you consider when focusing on consumers that can challenge you, refresh your viewpoint and make you apply changes to the way you currently deliver your Customer Experience? KEY TAKEAWAYS Customer experience is about the full journey, from awareness, through to purchase and then follow-up. To provide the best experience we need to consider all aspects from the moment the consumer starts to look at your provision.   Have a detailed understanding of the flow of all customers through your organisation. Your task is to understand how they think and feel about all your touch points on the journey. Create powerful memories so that the customer remembers the experience and will be fully willing to repeat it.  BEST MOMENTS ‘Customer experience for me has been an exciting journey to understand more about that but if we think about customer experience and the best model that we use, if you think about consultants 15 to 20 years ago they focused primarily on the targets of a business.’  ‘A customer doesn’t typically follow the same route as the way you are set up organisationally.’  ’The true value in any customer experience measure is to understand the intent of that customer, what they were trying to achieve, and maybe how they felt while they were doing that.’ ‘What lasting memories do you want to leave with the customers?’ VALUABLE RESOURCESBusiness Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In this episode Lee takes a look at the 3 main points when forming positive habits to benefit our organisations. How do we create those automatic actions effectively in ourselves and our team that can become parts of the system and problem solving solutions that we need?   KEY TAKEAWAYS One of our favourite definitions of ‘culture’ is the sum of all of the habits that exist within our organisation.  Belief is the most natural way to form a habit if your people believe that change is truly possible.  The Habit Loop is the model which is based on cue, routine and reward. The same model is applied to creating a good habit as a bad one. Cue is the repeated trigger for the habit, routine is the process to deal with the situation and the reward is the results achieved.  Craving will be the eventual result of repeated problem solving through the habit loop and will be the driver behind habitual change. BEST MOMENTS ‘There’s various different studies that suggest that a high percentage of what we do every single day is habitual.’  ’If we really want to challenge and change our culture then it starts with creating and forming new habits.’  ‘I see a lot of people want to do the routine without considering the cue and the reward.’  ‘If you can sufficiently get people to continuously travel that habit loop over a period of time then you will create a level of craving and then it becomes habitual.’ VALUABLE RESOURCESBusiness Problems Solved Podcast        ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee begins his ‘3 Things’ mini series with the 3 things he believes makeup Operational Excellence. He will guide you to help you ‘know, feel and do’ in a new way in regards to Operational Excellence to challenge you or help your confidence so you can take action effectively as a leader of change.  KEY TAKEAWAYS The first is an environment that works daily towards a particular destination. The second is encouraging teamwork and cooperation.  The third is committed, supportive, empowering leadership.  BEST MOMENTS ‘For me, typically, this is about the process of the systems, the organisation, operating in a manner that strives towards excellence. I believe that Operational Excellence is a journey that we should be continuously striving towards.’   ’How clear is your vision? How clear has it been articulated? What do people take from it and are you all striving towards the same end?’  ‘Teamwork is a recognition that the sum is far greater than the individual parts.’  ‘How supportive are we of our people? How supportive are we of each other? How often does one leader sacrifice themselves for the benefit and gain of the whole system?’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

3 seems to be a culturally significant digit and Lee is running with this, creating a mini-series over the coming weeks on a number of problem-solving subjects titled The 3 Things About... KEY TAKEAWAYS Have you ever thought of why the number 3 is significant? The rule of 3 is a powerful technique used in writing and speaking. Whittle it down to the 3 most important priorities for your team. BEST MOMENTS ‘I’m gonna do a mini-series, the 3 things about ‘x’ and over the coming weeks I’m gonna introduce the three things about ‘x’. The 3 Things About Visual Management, The 3 Things About Operational Excellence etc’     ’When you think about plays, and every story in every film, it’s always divided into 3 parts isn’t it?’ ‘I want you to know some stuff’ I want you to think some stuff and ultimately I want you to take action and do some stuff afterwards.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

One habit is the differentiator between an environment that sustains and improves and one that does not. The habit that we should all commit to installing in our repertoire is continuous improvement. Lee explains how to make today continuously better than yesterday. KEY TAKEAWAYS By ensuring leaders ask better questions a system of continuous improvement can be installed. There is a difference between identifying blocks to productivity and removing them and improving the actual process by which productivity is achieved.  It all starts with belief. Are you coming from a place where you believe anything can be improved?  BEST MOMENTS ‘I don’t think people really focus on the habit of continuous improvement. The purpose of everything we do is not necessarily to improve the metrics but improve how we do the job.’  ’If you continuously cue, routine, reward it creates a craving in you to want to do it more.’ ‘Use your senses. Use everybody’s senses. What things are you seeing? What things are you hearing? What things are you feeling? What processes are you touching that can be improved?’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

When leading people we often look at things on a macro level. Detailing to a micro level can help you change a culture. Culture is a conglomeration of formed habits, and you need to identify the habit loops present and alter them to make any headway in changing culture.   KEY TAKEAWAYS The Habit Loop is the structure of a habit, made up of cues, routine and reward.   To understand habits you need to engage with people and understand their cues, routines and how they feel rewarded.  You cannot just tell people to change, you need to convince them of the need to do so, cultivating their belief and thus desire to change habits.   BEST MOMENTS ‘If you can identify the habits that people do every single day then you can start to change the culture.’ ‘Often I use the example of walking past a piece of rubbish in any working environment. If you do that then you make it instantly acceptable to do that.’  ‘The easiest way to create belief in others is to create a community set of believers. It’s the reason why religion is so popular, it’s the reason why communities are starting to grow.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

One of the most important aspects of driving change in a team or as a change manager is asking the right questions, but is there any worth in repeating questions previously asked? Lee believes asking the same question in the right setting and with the right intent can benefit you as a leader of people and change and he explains why.  KEY TAKEAWAYS Lee asks weekly ‘how have you felt this week?’ and ‘what one thing that’s noteworthy have you learnt this week?’ Consistently asked questions over time can mean a more in-depth and heartfelt response as time goes on as the responder feels safer in their environment.  A follow-up question as simple as ‘and what else?’ can challenge someone to think deeper about the answer they have just given and elaborate.  BEST MOMENTS ‘Every single Friday morning we have a little ‘reflection section’. It’s a small team and we sit around a table and I’ve asked for the last ten weeks the same two questions.’  ‘Over a course of ten weeks, boy, can I tell you the conversations have developed and have changed.’  ‘Fundamentally it’s about making sure you have clarity of intent of what it is, you create a safe space for people to think.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

When asking better questions, how comfortable are you with silence as a response? Not all questions require a yes or no answer and a team’s strength is built with open-ended questions that require more thought. Is your discomfort with silence causing unconsidered answers and thus unsatisfactory solutions?  KEY TAKEAWAYS Fundamentally, becoming more comfortable with silence can help you with coaching your team.  Common responses to silence are; rephrasing a question to elicit a more immediate response, answering the question themselves or providing prompts or suggestions. Anything to break the silence.   Ask questions that require more thought such as “How can you visualise the performance of your team?”  Create the space and time for the answer to occur.  BEST MOMENTS ‘You might be somebody that when you get in a lift and you're travelling with people you don’t know, do you break that silence with an uncomfortable giggle?’  ’I encourage you to think of an open question. Think of a question that requires some thinking.’ ‘Your ability to be comfortable with silence I think is an important factor in your ability to coach and lead your people.’   VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Have you got enough time? If not, you probably need to prioritise. If you place everything in your ‘in-tray’ into your ‘urgent’ tray, then you are probably going to be eternally frustrated. Lee takes a look at how you can denote what needs doing now. KEY TAKEAWAYS What is the most important thing for you to do today? Fundamentally, despite outside pressures, you can only really have one priority at a time. Are you a specialist or a generalist? This will have an effect on your chosen priority for you. If you are pushing everything a little this makes less progress than pushing the main priority hard. BEST MOMENTS ‘I’m working with a number of teams currently in a couple of different businesses and they’ve all not got enough time. Each of the leaders has not got enough time, they’re working on too many things.’  ’And I can hear you now saying that you don’t have time and there’s so many different expectations on you to do all sorts of other things, but are you going to some meetings where you’ve only got to provide a 10-minute update in a 60-minute meeting?’ ‘Help your team understand what they need to do and how they can help you overcome and achieve the goals that you’re trying to get to.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

You cannot solve problems in a business if you cannot even find them. Encouraging and training team members to locate problems is a first step to making real progress towards solutions. Lee explains the qualities and mechanisms to put in place to create an army of problem finders.  KEY TAKEAWAYS When something is big enough to quantify as a problem then we often have strategies in place to then find and apply solutions.  All team members need to be able to identify problems, especially those that have not yet grown into large system breaking blocks.  To create a good problem finder, have clarity of direction, understand expected standards, have good visual management to prompt the right focus, demonstrate compelling engagement, create confidence and empower those that are closest to the problems.   BEST MOMENTS ‘Recently with one of the teams that I’ve been working with, they have a belief or a perception that they are really good at problem solving.’ ’The real crux of this change and improvement thing is to be able to have everybody finding problems. Solving problems is the easy bit.‘ ‘The reward is a resolution of those challenges and that only comes from having a feedback mechanism or empowering those that are closest to it to fix it.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

In this episode, Lee wants to talk to you about simplicity. Over complication is the enemy of comprehension so when leading people keep it concise and simple to facilitate better understanding with those you lead. KEY TAKEAWAYS Often when in change mode we can become over enthusiastic and overload a task explanation to a team member decreasing their comprehension, knowledge and confidence in the change at hand. Keep instructions to one for each task and you will be unlikely to have to repeat yourself. Really understand the task from the perspective of the other person to be able to communicate in the most sympathetic way. BEST MOMENTS ‘If you can’t explain something simply you don’t understand it well enough.’ ‘When we start to deliver change in organisations and in businesses, we don’t necessarily keep it simple for the person, we over complicate things..’ ‘The simpler you can make what they hear and not necessarily what you say, then that will help you be more successful.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee goes back to basics and discusses some of the common pitfalls of business change. You may recognise some of these problems in your own change team and systems as many people have before. Listen in and see if you can avoid these problems before they occur. KEY TAKEAWAYS Immediate success and instant change is rare to impossible. Change is a process and a journey.  Communicate clearly to achieve change. Be sure your message has been received. Involve the people who are in the process to develop the change. It is more likely to be successful with buy-in from the initiators.  Be flexible. Be ready for fluid change when encountering problems in a plan.   Take care of your people. Involvement in change decreases the fear of it.  Celebrate success. Recognise things that are going right, nor just things that go wrong.  BEST MOMENTS “There is no moment when a monkey learns to ride a skateboard. It’s a process.” ‘Just consider are you involving enough people? And how are you involved with those people?’  ‘Leading change can be stressful and it’s really important to take care of your team or the people and peers that you’re working with during this process.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Whose job is it to create motivation? Having a reason to take action is the meaning of ‘motivation’, but whose role is it to demonstrate the reasons to act? The fact is everyone needs a reason to do what they do, but what is the best motivation for your team to not only apply themselves but to do so energetically and enthusiastically?  KEY TAKEAWAYS We have to have clarity of understanding of the reason why we are doing our tasks.  As leaders, it is up to us to create the ideal environment to motivate with the right measures, vision, clarity, reward and recognition. Understanding the full reasons for their tasks is important for staff. A seemingly pointless activity is demotivating.  BEST MOMENTS ‘“Bob lacks motivation.” They are pointing the finger of blame at Bob and suggesting that it’s all Bob’s fault. But I think that as leaders of people and of change we have got a role in creating the environment to allow the people to have greater reasons to do the stuff than not do the stuff.’ ‘Nobody goes to work to do a bad job, I genuinely believe that. But not everybody is motivated to do a good job.’ ‘There’s so many factors that we need to consider and when we’re dealing with medium to large organisations it’s not simply just to give everybody the business reason to act because that does not motivate people.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

We are not asking our people and each other enough questions as leaders. When we speak of engagement we need to engage the heart, hands and mind. Lee delves deeper into this concept of questions and answers and asks if, with all the technology providing instantaneous answers, are we losing the habit of asking each other questions at all?  KEY TAKEAWAYS We need to create an environment where we are asking better questions. Fast solutions for problems often do not provide complex solutions to the given question.  With the rise of social media and information sharing, we borrow other solutions to our problems but in doing that we are missing out on a learning opportunity. If we want our people to think more we have to challenge them to ask the pertinent questions that will provide the most creative, innovative and effective answers.  BEST MOMENTS ‘The world of AI is creating answers and things for us to do just with a few commands. Is this going to create a bigger problem when we stop asking questions because all of the answers are already provided for us?’  ‘If we’d have started by just identifying the correct priorities it would have become a little bit mechanical and we may not have seen the issue that would be solved by us asking that new question.’ ‘We don’t want to live in a world where all of the answers already exist. We want to live in a world where we are asking better questions of everybody.’  VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Happy 2023! We are about to start the New Year which of course means new years’ resolutions made in good faith and zealously followed for, perhaps, a month and then dropped like yesterday’s old chip fat-soaked newspaper until 2024. Lee is here with his 3 most relevant and attention-worthy business problems that you should be addressing in 2023.  KEY TAKEAWAYS How do you plan and execute in continuing uncertain times? We still have instability so it is important to effectively translate what our strategies are into meaningful things for our people to do at all levels of the hierarchy every day.  How do you effectively lead in onsite and home hybrid working environments? A quarter of all workplaces utilise hybrid working. Regular collaboration is still stunted and complicated by hybrid working and solutions are still being developed to solve this. Specific systems need to be found to bring the right people together at the right time. How do you reduce your costs and still delight your people and customers? The cost of living is affecting staff, supplies and customers. Your people need more from you now than ever and your customers still need to be served effectively.   BEST MOMENTS ‘At the start of 2021, I decided to write a blog article that was also actually a podcast episode about what I believed were the top 4 business challenges for 2021. I’m going to just go back over them for the start of 2023.’    ‘How do we translate our vision into making it meaningful for our people so they know every single day what they need to do to help us achieve our goal and work towards that on a daily basis as opposed to crossing our fingers?’  ‘Those are the four C’s that we spoke about. They still exist. Connect, converse, collaborate, celebrate. Those are the four principles I believe in working together.’  ‘Do you believe that the culture of your organisation is what you want it to be? Is it role modelled by you and the leaders? Does everybody do what is expected of them when nobody's looking?’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

What is the difference between an Internal and External Improvement Person, be that a Coach, Consultant or Change Practitioner? Lee has been both and in this episode will detail not only the differences but the commonalities, be it the way the two are perceived by their team or those they are working with, the preconceived notions of seniority or the level of credibility offered and maintained.  KEY TAKEAWAYS The differences appear in the way the Change Leader is perceived. People often find External Change has more credibility as they are tackling a problem That the internal system could not solve. This credibility is fragile and harder to maintain. Internally it is harder to gain credibility with those with whom you have previous working relationships. The relationships are at a more equal level, but once respect and credibility are achieved it is easier to maintain amongst familiar companies.  Internal change is advantageous due to knowledge of processes and established working relationships with teams. However, an over-familiarity with systems may prevent the spotting of long-term obvious errors and an impartial conception of changes required.  BEST MOMENTS ‘I’ve had the opportunity to be both an Internal Change Person and currently an External Change Person supporting businesses and teams and leaders to do what they do better.’  ‘It’s harder to gain credibility because you’ve got to deliver stuff. You’ve got to have a background in delivering, or a level or seniority that allows people to know that you mean business and you can actually help them.’  ‘With an External, it’s easier to ensure that people have the ownership and accountability of the solution and of the answers because you don’t know the processes.’  ‘They each bring different challenges, but I think it comes down to credibility. External people have instant credibility that can be lost in how they turn up, show up and what they do. It might take a little bit longer to build credibility depending on your level of seniority and what it is that you do to help people win.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Feedback is often seen as one of the main drivers for improvement, but the nature of that feedback can have a direct bearing on the continuation of the task and the satisfaction and motivation of the staff members involved. Lee explains the feedback ‘sandwich’, the relevant time and forum for feedback, your relationship with the person you are approaching and how you encourage development and learning by asking the right questions.  KEY TAKEAWAYS The definition of ‘feedback’ is ‘information about reactions to a product or person’s performance off a task which is used as a basis for improvement.’ A constructive feedback method, the ‘sandwich’ is to offer a positive then an area that can be improved and then another positive. We need to give feedback at the right time and correct forum to offer maximum benefit to the target of the feedback. Feedback is down to your relationship with the person who you are trying to benefit. If your goal is to improve the person that is receiving the feedback, then your role is to keep them thinking, not offer your solutions to the situation. BEST MOMENTS ‘As a leader of people or of change we are often tasked with giving feedback to build the capability of others.’   ‘When we consider feedback, sometimes we take things personally. In the world of improvement we have these daily huddles, the daily standup. I think that there are different kinds of feedback in that situation that we need to consider.’  ‘One of the key questions that you need to ask during the initial conversations is how would they like to receive the feedback that you’ve got?’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

In improving the working environment the action of adding tools and changes is often reduced to a box-ticking exercise and not approached as a continuous ongoing task requiring regular attention and updating. Lee is here to encourage you to not let all your approaches slide away and degrade and to keep up that constant improvement.  KEY TAKEAWAYS Introduce every new tool on a timeline to keep a close eye on how they are maturing and integrating as they mature and regularly check in on their progress.  Process capability and people capability need to move forward together and this does not occur without observation and maintenance. Understand what is required to develop the tools and maintain and improve in the future.  BEST MOMENTS ‘You might have a ‘huddle’, a Daily Standup Meeting, a Short Interval Control Board, some sort of daily conversation taking place. Success is not that the daily conversation is taking place, ‘box ticked’. Success is that you’re constantly, consistently developing the daily conversation in line with what it is you need to deliver.’   ‘We want everything to be improving together, and continuously adapting and changing depending upon what is being seen, what is happening in the environment that the process is being worked in.’   VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Our comprehension of specific words is often informed by the experience of learning its meaning, where we got it from or the person who taught us, for example. In this way, our communication should concentrate on what has been heard, rather than what has been said to avoid misunderstandings. Is your teams understanding of a high performing team in sync?     KEY TAKEAWAYS To gain an understanding of peoples opinion of high performance, ask each person to choose an example which for them exemplifies a high performing team. Ask them what they think will exemplify themselves as a high performing team so they can understand the different aspects that are required. BEST MOMENTS ‘I asked everybody to think of a non-work related example of a high performing team. Typical answers are Formula One, the British Cycling Team, Englands Women’s Football Team. When I ask this question it’s to give me a reference point for each person.’ ‘It’s vital that we provide spaces for people to explore and share what they have heard not just accept because something has been said that everybody has understood it in the same way.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This episode's guest is Chris Rainsforth, an award-winning Customer Contact Specialist who has been in the Industry for over 15 years working in both in-house and outsourced contact centres, holding roles in Operations, Training and Support Functions across Front & Back Offices. Chris has experience in developing multi-site, multi-culture and multi-channel change programmes, working across global regions to deliver successful initiatives including enablement, quality assurance, speech analytics and Training and has a demonstrated history in Program Leadership across many functions in a range of industries. His experience is shared as a thought leader and Keynote speaker who has experience delivering small training and discussion workshops up to large-scale conferences and events. Lee and Chris discuss his journey from homelessness to successful change leader, working for The Forum, a professional training and coaching company, bringing his wealth of knowledge and experience to use in helping clients develop innovative and robust approaches to customer service. KEY TAKEAWAYS At 15 Chris became homeless from detrimental choices and being an ‘idiot’, but luckily met people who put him on the road to his current success. Chris’ experiences have led him towards a career advising and guiding other people. Contact Centres are great places to launch a business career as it teaches you so much, be it Customer Service, HR, Management or Training. To circumvent mistakes of the past, Chris’ family have a very open environment so discussions can be easily held. It takes a degree of confidence to issue Keynote speeches, lead Change Groups and run open conferences and events. It is much easier to be yourself in these environments as having to keep up an appearance is exhausting. Be authentic. BEST MOMENTS ‘We help organisations that run any type of customer operation, whether it’s a contact centre or a back office or retail business, help them understand their requirements and give them learning development and support to make themselves and their people better.’ – Chris ‘One of the key things for me was finding that you don’t need to do everything alone. That’s the place I was in, that I had to do everything alone. It taught me that I don’t need to be expert at everything, I don’t need to know everything, but I do need to know that there are people out there that can help.’ – Chris ‘What three words do you think your daughter would use to describe you?’ – lee ‘I honestly think she would say that I am caring, generous, and I would imagine she would say I’m a role model.’ – Chris ‘People will like me or they won’t, and that’s fine, I’m happy with that. I am who I am and I’m not going try and change who I am anymore. I’ve tried that and it’s exhausting.’ – Chris VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This episode's guest is Matt Grady. Born in Leeds, Matt is a thoroughly sporty chap and became a professional golfer which took him to the PGA and via Oxford to Dubai and the United Arab Emirates setting up golf courses until the financial crash of 2008. Returning to the UK and quitting golf, Matt found employment in Sales, particularly in Recruitment, and in the last 11 years has progressed to working for international Biotech and Pharmaceutical Companies. A specialist in solving leadership challenges via recruitment solutions, Matt has turned his hand to writing a book, “Making The Cut : Turning Pro in Sport, Business and Life.” He has his own podcast and is a guest on many others. Lee and Matt chat about becoming a professional sportsman, his golf career, his move to sales, recruitment, writing a book as a dare for motivation, podcasting and the nature of inspiration. KEY TAKEAWAYS At 10, Matt couldn’t see life without golf. His success came from heavily visualising his future and having a great sports teacher at school. Having the right support and the right drive was intrinsic. Matt joined the recruitment industry via his sales skills and claimed the stability and investment in his future that golf didn’t offer.  “Making the Cut : Turning Pro in Sport, Business and Life.” Was written determinedly in 30 days.  Matt has his own podcast, ‘ The Domus Search Leadership Podcast’, tackling the subjects of Health, Mindset, Personal Growth, Nutrition, Training and a weekly segment joined by special guests. Filter opinions based on the experience of the person providing them.  BEST MOMENTS‘I’ve got a nine year old aspiring goalkeeper next door. Fingers crossed, that’s my retirement plan. What is it that kept you going to actually realise your dream, and did you realise your dream?’ – Lee‘I was thinking seriously about becoming a sports teacher. Turns out my college didn’t do the A Level, so it was back to plan A all the way.’ – Matt‘In ten years when I’m 50 I’ll be playing golf on the champions tour and I’ll retire having the time of my life.’ – Matt‘I’m very much a one man band in a bigger organisation, competing in a very challenging sector, with a lot of competition. So I’m doing, hopefully, what others won’t do today so I can get the results that they won’t have tomorrow.’ – Matt‘I think if I was talking to a younger group now, teenagers, you might think that someone is going to come and save you, and give you all the skills and all the support, but actually probably 99% of it is you and you really have to do the work.’ - Matt VALUABLE RESOURCESBusiness Problems Solved Podcast          ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee needs a favour. He has started to write a book. A work in progress with a working title of ‘The Leadership Cheat Code.’ Be Lee’s writing accountability partner and ensure that he creates real actionable content and go to bit.ly/theleadershipcheatcode and sign up for progress updates and keep him on track.  KEY TAKEAWAYS The book will be a practical guide to help leaders of people and change and create high performing teams.  The acronym C.H.E.A.T currently stands for Communication, Humility, Engagement, Authenticity, Teamwork. Chase, nag, cajole, pursue, encourage, persuade, advise and suggest until Lee produces a book that actually can be used to create real change in, and for, its readers.  BEST MOMENTS‘I spoke on the podcast about an acronym called T.E.A.C.H. And is anybody working out that the letters in ‘teach’ are the same as ‘cheat’. So there is some commonality with what I shared in that podcast and what I will be writing about in the pages of this book.’  ‘We’ve spoken about humility before and that is not thinking less of yourself, it is about thinking about yourself less. It’s the difference between selfish and selfless.’ ‘In the book I will also be sharing Chris’ story because that’s the foundation for it and sharing the three lessons and where they came from, and then how they feed into The Cheat Code.’ VALUABLE RESOURCESBusiness Problems Solved Podcast          ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee relates his journey and career as an Improvement Coach. An immense learning experience and the best and worst job he’s ever had, Lee explains how he has got to where he is now in the career that has given him the greatest satisfaction. KEY TAKEAWAYS In 2006 Lee was offered a job that included training in workplace organisation, visual management, standards and problem solving and then presenting it as improvement to teams. Lee then spent ten years on projects and programs on problem solving, specific issues that businesses were having difficulty with. This involved end to end visualisation of processes. Resistance in improvement made Lee focus on people and their importance in creating systems. BEST MOMENTS ‘This is how I believe looking back how my career in improvement has transitioned.’ ‘It required somebody as part of the solution to move desks. I thought it was a small part of the solution. To him it was massive. It was like I was asking him to uproot his whole family, or leave his family!’ ‘When I think about my journey as an improvement person there’s three wheels that I’ve been consistently trying to turn.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

As leaders of people and change, we are always trying to get people to do the right thing at the right time, every time. Rather than repeatedly just telling or ordering them to do so, which requires intervention from you constantly, there are other ways to persuade people to continuously commit to action which Lee explains to you in this episode. KEY TAKEAWAYS If someone is working a process they have to be either really well trained to the point where the actions become habitual, but not everything we do is a consistent action.  If the action is a response to circumstance then training will not help, the person has to make the right decision.  The three main influencing strategies are ; using the Person, using Social influence or using the Environment to support it. (PSE). You may face resistance due to the pain required to change may surpass the pain of the current process.  You can create a sense of belonging and teamwork. Can you provide a role model to the process?  Ensure the whole environment is supportive of doing the right thing. For example, easy provision of equipment.  Create trust as people need to believe that change is for the greater good.  BEST MOMENTS‘Our job as leaders is to help them think about it enough to then, hopefully, do the right thing.’``We spoke about pleasure and pain quite a bit in the past as well. We always, typically, try to paint this picture of pleasure. The dream that we are trying to create, the process and the place we want people to work in.’‘The conditions within our environments that we’ve created are also factors we need to consider.’‘Do not just tell them. Do not just tell people to do something. There are so many other strategies that you can do to help people do the right thing at the right time, every time.’VALUABLE RESOURCESBusiness Problems Solved Podcast         ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee speaks on the importance of understanding not only the way your own head works but also the thoughts of people you work with. Are you getting in your own way, becoming stuck in your own mind in meetings? Do you make assumptions about what others are thinking which alter your attitude and actions, often incorrectly? Lee explains how perceiving your own internal habits and perceptions can be essential to communication and knowing others thoughts crucial to understanding. KEY TAKEAWAYS Your own thoughts and reactions to others are often a block to being the person you want to be and the messages you want to convey in your meeting. The eclectic nature of our thoughts means we can often bypass sharing all the ideas that occur to us.  Our own assumptions drawn from body language and other inconclusive external information can often lead us to prejudge the conversation we are about to have with others.  How a meeting starts and its tone often dictates the flow onwards, so it is important to be aware of your own thoughts and the effect others will have on you at this stage. We have no control over others' thoughts. We can only persuade people to follow our ideas. Asking people what they are actually thinking can often lead to creative and unexpected results.  BEST MOMENTS‘You might go to a meeting and you might recognise that there’s somebody who has been a bit negative about what it is you’re trying to achieve and that might help or hinder you.’‘Often people say that the first few interactions in any meeting set the meeting tone for its duration.’ ‘Giving a point of fact, bit of data, maybe a few slides for context and then just opening the floor and asking ‘what are you thinking?’’‘Only by sharing the thoughts and ideas that everybody has can we really create amazing solutions and create greater and stronger connections because we are understanding more about each other.’ VALUABLE RESOURCESBusiness Problems Solved Podcast         ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In a lot of teams and businesses when you try to influence one or all of your staff to move faster or push harder you often find you encounter resistance. Lee explains this thorny issue and what you can do to circumvent it.KEY TAKEAWAYS Deadlines are often set in isolation and that means absolutely nothing to the staff member that is required to meet it.  It is important that people connect on three different levels. To you as a person, to the problem that needs to be solved, and to the solution. Why would an individual support a change if it’s not to their advantage? No amount of influence or manipulation will speed them up.   Personal influence is the consideration of what the advantage is personally for the individual. Social influence is demonstrating other people doing the task you want them to undertake, resulting in peer pressure and example. Environmental influence is changing the surroundings to make it easier to take the action required such as providing the right equipment or circumstances for action.  BEST MOMENTS‘Often we don’t necessarily understand where the starting position for everybody is and whether they actually want to go at the pace you’re going.’ ‘Everybody moves at the pace they want to go.’‘If they do not benefit from it and can’t relate to the benefit you’re proposing, why would they do what you want them to do?’  ‘If you want to have a daily huddle with a white board, then make sure that the room supports having the white board.’ VALUABLE RESOURCESBusiness Problems Solved Podcast         ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Understanding the end destination and result is fundamental in successful leadership, business improvement and change. Lee explains the steps to achievement by asking the question ‘What needs to be true?”.KEY TAKEAWAYS What are the tangible signs as well as key measures that will let you know when you have achieved your target, destination, vision or change? Just because you have achieved a measurable result does not mean it is sustainable. A short term result is not necessarily going to make a difference unless full time repeatable systems are in place to produce it. Do not be reliant upon the subjective vision of other people to indicate that an objective has been reached. Agree upon a verifiable set of results beforehand to fully confirm that the objective has been met. BEST MOMENTS‘One way that we try to articulate this for teams and for businesses is “What habits need to be displayed? What behaviours are being displayed? What outputs need to be produced?”‘You might need to create something, you might need to start a conversation, you might need to factor something in. So this is truly about understanding where it is you’re trying to get to and then making it real in everybody’s eyes.’‘What does it look like, feel like, sound like as well? What are the habits, the behaviours and the outputs? And then what needs to be done to create those things? Now you know, tangibly, how you're going to get there.’VALUABLE RESOURCESBusiness Problems Solved Podcast         ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Flourish ; To grow and develop in a healthy or vigorous way especially as a result of a particular environment. Isn’t this what we want for all our people? We need a welcoming and encouraging environment to allow our team to develop their skills, express their ideas and creativity and effect positive changes to their workplace. Lee takes a look at how we can accomplish this. KEY TAKEAWAYS We need to concentrate on people and process capability. Develop these two things together and you can create a future ready and fully engaged workforce. Being able to develop, learn and progress are always noted as motivating factors by staff within the work environment. Allow people to speak and share in a timely, regular and open fashion to take full advantage of problem solving, process adjustment and to also show that your people are essential and valued. BEST MOMENTS ‘As leaders we have such a huge role in creating a space for people to flourish. It doesn’t just happen overnight.’ ‘Often processes are worked multiple times every single day and things that get in peoples way are identified every single day so what you don’t want to do is have a meeting structure that is monthly.’ ‘First things first, it is individual to that person how much they want to grow, how much they want to develop and how much they want to really, really flourish.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Which statement resonates best with you ; “I will be successful if I can” or “I will be successful if I want”? No one expects to go to work and do a bad job but we don’t provide the environment for people to flourish. Lee discusses the differences in motivations that can drive your team in this episode.KEY TAKEAWAYS These questions are to encourage discussion on the nature of motivation for people in their workplace. If the answer is “want”, the outcome is dependent on motivations utilised by the organisations on the individual. If the answer is “can” the outcome is dependent on external influences like training and equipment. Does the person have the things they need to be able to create? As a leader if you ask these questions you will establish you have a far bigger role in this than you think. What are the environmental factors that will allow your people to become self motivated? BEST MOMENTS‘It’s a motivation challenge. It’s about unpicking and understanding what is required to motivate. Are you moving towards pleasure or are you moving away from pain to that neutral state?’‘The things that motivate us internally are actually external things.’‘You’ve got a big role to play in motivating your people. Don’t just rely on the carrot or the stick. Understand the environmental factors.’ VALUABLE RESOURCESBusiness Problems Solved Podcast         ABOUT THE HOSTFor the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.CONTACT METHODYou can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Welcome to episode 200! To mark this event Lee has a fascinating interview with Jim Longton, former senior executive, CEO/MD of major manufacturing businesses in the United Kingdom, USA, Portugal and South Africa. Jim has had a long career starting in engineering in the 70’s, with experience of the turbulent working environment of poor industrial relations, change resistant work practices and aggressive uncooperative work environments. Jim was intrinsic in changing the culture of the places he worked by introducing a Participation Committee fostering communication between workers and management.After a long career solving industrial relation problems and setting up and managing production environments, Jim is now available for Consulting, helping you do and achieve your aims and goals. If you need any help or advice implementing changes with regard to improving industrial relations, employee participation in continuous improvement, increasing productivity or total quality improvement - every area of your business, contact Jim and he will see if he can help.   KEY TAKEAWAYS After leaving school with one ‘o’ level due to undiagnosed dyslexia Jim started as a general engineer apprentice and gathered a Higher National Diploma.  When young in the 1970s, Jim experienced and witnessed very bad relations between workers and management.  Small issues led to disputes and weeks of strikes.  When Jim rose to a position of high enough influence he fostered cooperation and prevented stoppages and inefficiency by calming and increasing communication and problem solving between management and workers.  Jim has never left a job for another seeking higher wages. It has always been for new opportunities. Purpose is more important than payment.  Dosulting is consultation based on action. Having retired Jim will now only help people willing to commit to the process fully and respect their people.   BEST MOMENTS So I went down to the pattern shop and I walked in and I  was completely amazed. This whole woodworking activity is going on in this huge engineering company.’ – Jim  ‘To me it was archaic the way the people spoke to each other, the way that Management reacted and supervisors etc.’ - Jim  ‘What gave you the confidence to try something different and to challenge the norm? – Lee ‘Once you can get rid and eliminate the suspicion, once they trust you, once they realise that they can talk to you and you’ll listen to them, there’s no problem. You’re pushing at an open door, it’s wide open. The problem is always middle management.’ – Jim ‘I knew we could do so much better in terms of meeting deliveries and quality of things and I was more or less getting there, I was right in the middle of firefighting.’ - Jim  ‘Why is everything always in Germany? The industrial revolution started and we did everything. In 1852 in the UK we made 90% of everything that was manufactured in the world.’ – Jim ‘The answer is no. Not unless you absolutely convince me that you are willing to do it. That you are willing to respect your people, talk to your people, take an interest in their needs and their problems because they don’t.’ - Jim    GUEST RESOURCES LinkedIn https://uk.linkedin.com/in/jimlongton   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Meetings play a fundamental part in a lot of peoples roles and are a huge opportunity if we keep them for just the two key occasions required. Lee details those two circumstances and how you can make the most of a meeting when it occurs.   KEY TAKEAWAYS Communication. To pass information back and forth ensuring the right people are present and the correct data is shared. Collaboration. When a task requiring more than one team member requires completion. There are no other reasons in a business context to hold meetings.   BEST MOMENTS ‘Ultimately it's about making things better and improving people and process capability.’ ‘I think I truly understand the communication flow. If somebody today on your team had an idea, a suggestion, a challenge, an issue, what is the flow of that information to get it resolved?’ ‘Are we asking the right questions? Where does the information stop and how long does it stop?’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee explains one of the main reasons why Improvement Teams, Change Teams and Lean Teams fail within an organisation and the link between physical fitness and organisational fitness.   KEY TAKEAWAYS If we want to permanently improve our health then we have to make permanent changes to our lifestyle to achieve this. Often improvement is treated like a finite project but it reverts at the end so it is best to think of improvement as a permanent change, much like our health. We need to change people to fix the critical stuff that’s hurting the organisation at this point in time but we need to treat improvement as an ongoing task.   BEST MOMENTS ‘Typically we treat improvement like projects, but we need to treat it like a way of being and if we treat it like a way of being, as opposed to a start and a stop date, then it is just how we are.’ ‘If I was to hold your hand, in say four months time, and walk in and you’ve created this amazing, amazing environment, what does it look like? When you’re looking around, what do you see people doing? What are they using?’ ‘You only need to have a project if there is something that is really affecting you today.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee has placed a pole on LinkedIn asking when you start your lean journey what is the ultimate measure of success? Is it the tools that you introduce? Is it how people feel? Is it about the output or performance of the process? Currently there are two leaders, feelings and output. An interesting result bearing in mind not many people start a change process to improve the engagement of their people. When we acknowledge the importance and engagement of people, do we really honestly respect them and ourselves?   KEY TAKEAWAYS Do we properly engage with our people or respect the time of our people, always turning up on time for group meetings? The reason we invest in tools and methods is to create an environment for people to flourish, but we don’t often regard the process from that perspective. Lean practitioners and improvement practitioners are trained in tools, they’re not trained in influencing people, building relationships, empathy, building trust, better communication which are skills required to develop great teams.   BEST MOMENTS ‘When I wrote the question this is what I was expecting but maybe not as much on the people's side because, typically, when people start a lean initiative or an improvement initiative it is to fix a particular metric.’ ‘We become so fixated on the tool that we are trying to shoehorn in or introduce into the process that really the people element goes a little bit wayward.’ ‘A lot of the guests that I’ve had on this podcast have in the later stages of their career recognised the importance of this.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee chats to the multitalented Ray Newland. With a very successful goalkeeping career under his belt, Ray setup Just 4 Keepers training schools to prepare young talented goalkeepers for work in the football industry. He also brought to market his own goalkeeper sports brand J4K. Alongside all of this, Ray has become a business coach and published six books on mental resilience and self help.   Lee and Ray talk about how he started out, his entrepreneurial career, his international sports training and clothing brands, his writing, and his plans for the future.   KEY TAKEAWAYS  Ray became a professional goalkeeper at 18 years of age and was coached by Neville Southall, Peter Shilton, Gordon Banks and Joe Corrigan. After his goalkeeping career ended Ray became financially independent by property development and ownership. Ray is not so much concerned with financial success but with more worldly and down to earth goals. Writing self help books was something Ray accomplished while travelling all around the world and being unable to sleep in transit..  Ray plans to become a personal coach and business mentor when he is less busy running Just 4 keepers.    BEST MOMENTS ‘I’ll try and keep my intro down to about two hours.’ – Ray ‘I basically had no choice. I had a young family to support and I basically knew that I had to have my own business.’ – Ray ‘There is no other goalkeeper coach in history that has done what I’ve done and has ended up taking the concept around the world.’ – Ray ‘I got frustrated with other authors who would just go on too long and again I always planned to do personal coaching and I’ve done it over the years, helping people personally and in business.’ – Ray ‘I never wanna sell Just 4 Keepers, Lee. I always said I’d do it till I’m 55 and I know it looks like I’ve got 15 years left, I’ve got four years left. I’m 51 next week.’ - Ray    VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

In this episode Lee talks to David Holmes who has worked in Contact Centres and Customer Operations across Sales, Customer Service and Digital for some of the biggest companies in the UK, currently Operations Director at Cigna Healthcare. Lee and David chat about success and its definition, “harmonious friction”, the team leader role and how open mindedness can make the difference.   KEY TAKEAWAYS Find the job that generates enthusiasm in you. Learn to enjoy challenges to your methods and thinking. Having an open mind and being willing to listen is important.  There is only negative feedback or constructive negative feedback. Generally it is about something that needs improvement. Positive feedback is affirmation.  Being a team leader is about being able to look forward to a destination and then planning on how to get there.  It's ok to bring people outside of the business to be critical and challenging in a way that those inside are too invested to achieve.   BEST MOMENTS ‘Just when you think you’ve seen it all, someone comes along and shows you something new.’ – David ‘What is it that excites you about what you do and why? I love working with people, Lee.’ – David ‘That “harmonious friction” generates my passion and I hope I never lose it’ – David ‘Let’s talk about your past actually. What is it that people saw in you to allow you to create this history?’ – Lee    VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee's guest in this episode is Phillip Holt, author, operational excellence guru and senior Vice President at GKN Aerospace and a Board Member of the Operational Excellence Society. He studied Engineering at Manchester Metropolitan University and Management at the Wharton School of Pennsylvania and the University of Warwick, was an engineer at Gillette and led the Lean Deployment worldwide at Philips for over twelve years. He achieved Lean Master status and has now authored three books, Leading With Lean, The Simplicity of Lean and his latest Leading Lean By Living Lean.   KEY TAKEAWAYS Lean Leader means someone who is focused on making their organisation have the biggest positive impact on its workers and customers. A lean business model focuses on improving processes across the value stream in order to eliminate waste and deliver optimised value to the customer. To change an organisation to a lean model you have to concentrate on change in the culture and behaviour within the value stream. The pandemic has helped destroy the myth that if someone sits at a desk for 50 hours a week they are productive. A lean model allows all employees involved to feel positive about the impact they are having.   BEST MOMENTS   ‘We talk about work life balance a lot but for me I don’t like that term. For me it’s about having a life in balance.’ – Phillip ‘I started to realise that as I was there for those two weeks that we were changing some parameters, we were changing a process, characteristics. We weren’t changing the value stream behaviour.’ – Phillip ‘I think that people don’t look in the mirror first, they look out the window at other people’ – Lee ‘We want to make GKN aerospace and this industry far better from an operational excellence perspective.’ - Phillip VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Once again, inspiration has struck, this time while cooking the kids tea. Lee, in tasting a single piece of pasta, assumed all the other pasta were cooked. Let's face it, he was probably right. But not when it comes to people….people are most definitely not like pasta.   KEY TAKEAWAYS  There are some people and places that try to treat everybody the same. When we try to effect change we give the business reason for that change but that does not enthuse everyone. We need to create personal motivation. People's way of thinking is created by the experiences that they have had, creating different approaches and motivations. We should be increasing the connection between us and other people so we can understand their thoughts and motives.    BEST MOMENTS ‘They try to put everybody into a single bucket and expect everybody to have the same outcome, the same thoughts, the same feelings.’ ‘If like me you believe that everything stems from thought or belief, that everybody thinks differently then what we’ve really got to do is we’ve got to challenge the thinking of people.’ ‘Pasta doesn’t think but people do.’  ‘We need to feel belonging. The more we understand people the more we belong and together achieve amazing things.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

When we celebrate success are we considering what we are celebrating enough? Do we congratulate our successes enough? In this episode Lee tackles how we should be celebrating success not just more often but changing its focus to good skills and habits.   KEY TAKEAWAYS  We typically celebrate end results, above and beyond, things that exceed expectations. However, we see it as instant failure when they fail to meet our expectations or standards when things are not going as planned.  There is as much learning to be done about success as there is about failure.  Celebrate success more often. Become familiar with success and the circumstances that cause it, just as you do with failure. Do we celebrate the skills and positive habits of our people, or just targets, benchmarks and deadlines?    BEST MOMENTS ‘I think we find it harder to celebrate stuff than we do to find fault in things. I think we need to redress the balance a little bit.’  ‘By asking “what are we celebrating” then we become more familiar with celebrating stuff.’ ‘If we can truly celebrate the habits and behaviours that we want in our people as opposed to the results that we’re getting, or trust in the behaviours of the right ones to get the results then the results will just come.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee has recently suffered a bereavement with the loss of his best friend. Upon his passing Lee asked about life lessons and Lee has shared these lessons with many people including via this podcast. After using these lessons to bring extra value to those he helps and supports he has added real value to his coaching. However, one 4th, hidden lesson has been revealed to help you stay true to these three principles.   KEY TAKEAWAYS The three lessons were be yourself, make good friends and time is limited.   Truly understand your motivations and reasoning. In the space between an occurrence and our reaction there is an opportunity to understand our thoughts and change what we do. We have an opportunity everyday with everyone to make good friends. All your interactions are an opportunity to make new friends and connections at different levels. Make solid use of your time. Recognise you need to act. ‘Always make time’ is how we apply these three lessons. Take time to consider our thinking. Take time make good friends and build connection. Take time for the priorities. BEST MOMENTS ‘I think, fundamentally, to be a better leader, to be a better change person and to be a better person, understanding what these three lessons mean to you could be the difference.’ ‘Always being yourself, for me now, is about understanding whether the voice in my head is helping or hindering. Its about I’m in control of that voice in my head and I can share and try to create more positive outcomes as opposed to negative and challenging outcomes.’ ‘When you start a video call, when you start a meeting do you just dive into the process or do you create a space for asking different questions.’ ‘If time was not limited there would be no real need to do anything, we’d just get round to it. We’d always just do it tomorrow, day after tomorrow.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee talks with Lisa Moody, a Senior Change Manager in the Land Registry. She has been in change management for ten years, previously working in local government in service improvement and customer service. People focused skills have led her to her current role. Lee and Lisa discuss her move into change management, ambition, her civil service role, and how to create a change team with the concept of ‘The Invisible Change Manager.’   KEY TAKEAWAYS Ambition doesn’t mean striving for the next opportunity, it can just be to do a really good job of what you do day to day.  The civil service has currently a focus on digitisation and automation, allowing customers to self-serve and speed up service operation.  Improvement is about a better experience for the user of the process whether it be a customer or an internal employee. Co-design wherever you can. Work with your stakeholders and the people affected by the change to help craft the solutions.  The ‘Invisible Change Manager’ is the concept of the leadership figure of the department being the visible focus of change while actual change management remain background facilitators.   Change Management is a natural career step from a process management  perspective, but we are now seeing change managers that are more people focused, relying on the operational knowledge of the team they cooperate with and guiding the change process from a more psychological angle.   BEST MOMENTS ‘The beauty of the civil service is you can move departments, you can move within one department, you can do a whole multitude of different jobs so you tend to find people that do stick around quite a long time.’ – Lisa  ‘It's about making the experience better for whoever is using that process. Ultimately, I guess, everything we do from an improvement perspective should be about that end user, whether it’s the customer, whether it is for us in the civil service, case workers or internal people.’ – Lisa   ‘In those cases be super honest. Be really clear on what’s negotiable. I go back to FNC in these cases. What’s fundamental, what aren’t you going to influence at all. Be really clear about that. Be open and honest.’ – Lisa  ‘A lot of people change that I know, some of them have got egos and they’re in position because they’re the ones that like to have the answer. Have you had any challenges with that?’ - Lee   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee chats to Mark Drager, marketing expert and Canadian fine-haired business consultancy owner. He has worked on thousands of projects for hundreds of different companies ranging from international brands and airlines to small pre start ups. He is also a podcast host of “We Do Hard Things”, brand strategist and speaker. KEY TAKEAWAYS Mark originally went to film school and left to work in television and eventually a corporate environment producing training materials and marketing. To build a company takes time, experience compounds, connections build and skills improve. Overnight success can be perceived, but in the background all the past experience helps support the version of the person people see. Be specific. Vagueness achieves very little. Be precise about your goals and they will be easier to aim for. BEST MOMENTS ‘I started “Phantom Media” in 2006. I was 23, my oldest daughter was only a week old when I decided to do this. My wife had no income and within two months I quit my job, had no money, no income, new born baby, my wife was at home and I was like ‘ Im gonna start this company” - Mark ‘You can show up like an overnight success because people won’t see the work you’ve done in the background. The work you’ve done in the background doesn’t have to be a slog or even linear.’ – Mark ‘If we are vague, if we’re fuzzy, if we’re not quite sure. I’m struggling with this right now. I have a podcast that we are a year and a half into, eighty episodes into and I’ve still not really defines enough who my audience is.’ - Mark GUEST RESOURCES Website https://www.markdrager.com/ Podcast https://youtube.com/c/MarkDragerYT   VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee’s job is to get organisations to adopt continuous improvement and problem solving cultures for the long term. There are three high level categories within this process and Rob explains them in this episode. KEY TAKEAWAYS Finding Problems. You may know your problems or survey your employees or customers to find problems. Find them when they are small by increasing discussion and communication between everyone involved in processes and asking better questions. Solving Problems. These are the tools and methodology that you employ to solve problems. Invest in training problem solving staff. Sustaining Solutions. Keep those solutions running and involve everyone so they engage with the new way of working. BEST MOMENTS ‘Typically when people engage us and engage other companies to help them create a problem solving culture or to create an army of problem solvers they want people to be trained in tools and techniques that actually solve problems.’ ‘Problem finding is not randomly or through annual data or monthly meetings but through daily conversations, through visuals, through challenging thinking including everybody that's involved in the process.’ ‘We treat problem solving like a special event for these big problems. We need to treat it like a Monday, a Tuesday, a Wednesday, a Thursday…like everyday.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee chats to Jared, speaker at the Virtual Lean Summit, an online event bringing together experts and leaders from all over the business industry to educate and share their methods on customer care and service, team building and efficient business problem solving. Jared works for the Port of Seattle as the Continuous Process and Improvement Program Manager.    KEY TAKEAWAYS ‘Lean thinking’ is a transformational framework that aims to provide a new way to think about how to organise human activities to deliver more benefits to society and value to individuals while eliminating waste. Jared's day job is creating operational improvements in the busy and varied environment within the Port of Seattle, which is a government agency, during its numerous activities involving both private industry and the general public. Jared started work when he was 12! His first job was picking strawberries and selling them to his neighbours. While working for Daimler, Jared saved them millions of dollars using simple solutions by asking the right, simple questions.  This year's Lean Summit Theme is about going out and achieving a successful and continuous improvement culture within your organisation. It is more efficient to convince people of the advantage of lean thinking than forcing them to do it.   BEST MOMENTS ‘We shortened it on a business card because that’s too long, to the CPI Program Manager. What we do is we help the organisation to really embrace lean thinking and go ahead and think differently.’ - Jared ‘Being able to go ahead and identify the problem, that root cause, is important. I think even more important than that is being able to have a critical eye and asking questions.’ – Jared ‘Construction has always been part of my blood. My Dad, my Uncles, they all started construction businesses. I even worked for my Uncle who had a Finnish cabinetry business.’ - Jared ‘The first day is about embarking on your lean journey. The second day is about establishing a lean culture change. The final day is about embracing lean thinking.’ – Jared  ‘Whether we use the ‘L’ word or whatever improvement methodology we navigate towards is fundamentally about increasing the number of thoughts in our people and reducing the time from thought to conversation to action.’ – Lee    GUEST RESOURCES https://www.virtualleansummit.com/   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

There are certain words that people believe are negative which can, in fact, in the correct context, be considered very positive. Language itself is a challenge due to the understanding and definitions of words changing depending on personal experience and how they are used.  Lee discusses how important it is to consider this when communicating effectively.   KEY TAKEAWAYS  To understand what has been heard by the person listening to you communicate, one must understand the experience of that person.  Failure happens. Mistakes happen. Things go wrong. It is a waste of time to mourn mistakes and failure and not just fix it and move on. If failure incurs punishment or ridicule it is more likely that problems will be covered up or ignored rather than dealt with.    BEST MOMENTS ‘The goalkeeper coach said “part of the goalkeepers job is to let goals in”. Which surprised me at first when I heard it but he was making it acceptable.’  ‘It would make that process far better because you wouldn’t have people hiding and covering stuff up, manipulating things to make it look better.’  ‘You want all of those things to be exposed so you can understand when all of those things have happened so you can put them right. If you can’t see it, you can’t fix it.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Asking the right questions can be a great and essential method of becoming an efficient and effective leader. Often we fall into habits of asking the same questions but what approach should we be taking to affect change and motivate?   KEY TAKEAWAYS The secret of problem solving is are we finding enough problems?  Listening is the best way to formulate our questions. If you are attentive then your team will know you value their time and opinion. If we want to develop our people and encourage their self development then we’ve got to be asking more than just repeated set questions.  Ask questions that keep the other person thinking. You can affect their problem solving by the nature of the questions you present.   BEST MOMENTS ‘I genuinely believe that the secret of asking better questions is by being a better listener because if we are listening more than the person that we’re asking the questions of knows that we are interested in the answers.’  ‘The first time that we start to listen to the answers that are given we will think about those things that are being said.’ ‘The measure of success is all about the thoughts of our people and if we are creating good thoughts in our people we will get more ideas and more suggestions and we will make more improvements.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee, through his work with teams, has been asked for feedback on how he would assess the teams performance. When reducing the time from thought to conversation to action there are three biases that characterise different groups' approach to actioning ideas.    KEY TAKEAWAYS  The Silent Bias. This is when we don’t feel comfortable or confident enough to share what we think  The Conversation Bias. We are happy to share ideas but tend to stick at the discussion stage, reluctant to commit and action the idea. The Action Bias. We would rather get straight to the action rather than spend time discussing it.  The ideal situation is to find a balance between all three.   BEST MOMENTS ‘I think what we have to try to find is a balance for this. We have to try to find a way to navigate through this on an individual and a team level.’ ‘You’ve got to create more thoughts in your people. You’ve got to get them thinking differently. You’ve got to inspire and motivate them and challenge the heads of our people.’ ‘need to create a place where people can do things and try things themselves and this is a challenge in finding a balance between all three.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

The Golden Circle is a model applied by influential speaker and author Simon Sinek to explain the success of leaders in fields ranging from invention to politics. In this episode Lee explains and contextualises The Golden Circle so you can apply it to your business role. KEY TAKEAWAYS Simon Sinek is critical of businesses who apply the following in the wrong order. We should start with ‘why’, move to ‘how’ and then to ‘what’. Why is it important for the senior leadership team or the change team, HR, team leader, operators? By asking these questions you allow people to buy into what you require from them. The how is the differentiator. This is the performance. This is the area that will make you stand out. How you do what you do will define your change. How do you do things differently? The what is the result and if you begin with the ‘what’ you fail to establish the structure and motivation to achieve it. BEST MOMENTS ‘ There’s different purposes for each of these different statements. So, the why. The why do we do it is for people to build connection to whatever it is.’ ‘When you’re delivering change the outcome is the ‘what’.’ ‘So someone’s bias was towards problem solving, another ones bias was towards a daily meeting structure. Ultimately, those are just tools to help create leaders to ask about questions and all of that stuff.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee chats with Josh Gain, founder of The 10x Manager Community, an organised skill sharing group dedicated to helping managers be the best in their current leadership role and preparing them for the next. One of 10x leaderships philosophies is “Management is a title given to you by a company. Leadership is when somebody decides that they are going to create change and impact their team, their business, their industry and beyond. Leadership has nothing to do with job titles, it's all to do with people and their actions.” KEY TAKEAWAYS After studying history at The London School of Economics, Josh began a sales career but always with a mind to starting his own business. One of the real challenges in the scaling of high growth business is attracting the best people and retaining them. 10x Management is a community driven learning platform where managers come together and share knowledge and insights to ultimately improve in their positions. 10x has developed a whole training platform that helps people train in the 12 key areas of management. We need new ideas that are implemented or perhaps even fail, to learn. We need to analyse the results and 10x allows you to share these insights with the community. Have clarity on your destination. Set clear goals with timelines and measurable results. BEST MOMENTS ‘I graduated with a history degree and then tried to work out ‘what do I do now with a history with a history degree?’ and I Kind of fell into sales’ – Josh ‘The real problem was, managers need better training. They need to become better leaders. Companies are aware of it and managers are aware of it but no one really does much about it’ – Josh ‘When you talk about those twelve things, how did you identify those twelve?’ – Lee ‘Through all the conversations we’ve been having. Each week we do a Management Masterclass. We bring someone in to speak about what they are great at and how people can actually replicate that.’ - Josh ‘We prompt everybody to reflect into the community. Based on the experience that you’ve had and the insights that you’ve taken in we prompt them to say something or ask a question into the community that can help have a discussion and prompt more ideas from other people to really develop that thought and that learning.’ – Josh ‘I can always get better and I can always improve and there’s always people to learn from.’ - Josh GUEST RESOURCES Website ; https://www.linkedin.com/redir/redirect?url=https%3A%2F%2Fvisit%2E10xmanagers%2Ecom%2F-home&urlhash=821F&trk=about_website 10x on LinkedIn ; https://www.linkedin.com/company/10x-managers VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In this episode Lee details two key factors that are essential to driving your improvement project forward. Creating change can be achieved much more quickly by applying these two methods.   KEY TAKEAWAYS We need to be more aware and understanding of the process of forming ideas, expression of ideas and actualisation.  The length of time from thought to actualisation, the lead time from idea to action, should be discovered. We should do what we can to reduce that time span. Increase the number of constructive thoughts that people have. Engage them so they want to produce results towards your business. Ask them questions more frequently, create structured conversations for them to have ideas and express them. Put in place a safe environment. Do not criticise ideas pejoratively that will make your people reticent to express themselves. Understand how comfortable your people are with group or one to one meetings.    BEST MOMENTS ‘We need to be like magicians and make the invisible visible.’ ‘If this is done in a way that is creating the right thoughts in people then you are going to create more positive actions in the goal or destination that you are trying to achieve.’ ‘Is it easy for people to see what should be happening now and whether it is or isn’t happening the way that it should be happening?’ ‘They’re giving a month for the action because that’s when the next meeting is going to take place. But the action might only be an hour or two hours.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Lee outlines the 3 factors that can lead to the success of any change team within an organisation. He strongly suggests you apply the PIE ; Performance, Image and Exposure. If resistance is something you face, these three factors can positively affect the efficiency of your team. KEY TAKEAWAYS This is the main body of what you do, done excellently. It is the fundamental of career success and effectiveness, be good at what you do. Do people think of you positively and accept you as a change maker? Do they understand your role and your abilities? How many people know the change team? How many can see the impact the change team is having? Are your senior leaders aware of your value and effectiveness? These three factors can reduce resistance to any change you effect. BEST MOMENTS ‘Performance is 10% of this overall pie. Doing what you say you’re going to do and your level of performance.’   ‘What can you do to try to build a stronger image? Do you have a brand? Do you have a logo? Do people understand what it is that you do?’ ‘As a leader of a change team it is arguably your role to maximise the level of exposure that the team get with the senior leaders and other departments.’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee chats internationally! This episodes guest is Nicholas Faribeau, originally from France but currently resident in Canada, who helps people discover their voice by matching their mindset so the two are in sync, clear and understandable. Often peoples voice, the way they present themselves, is confused because we don’t understand how we say things rather than what we say. Nicholas aims to put this right to improve engagement and communication. KEY TAKEAWAYS How you speak as opposed to the words you say is important to psychologically engage with our audience. When we communicate we tend to speak quickly to transfer information. However, when you bear in mind that we only hear about 10% of what is said to us, the importance of how we speak and making our speech memorable becomes prevalent. Now we work from home and with modern telecommunications, voice only is often adopted, so clarity, tone and impression are even more important. The first word you speak, the first tone you take determines who you are. The initial ten seconds of communication is key. BEST MOMENTS ‘I’ve been on two stand up comedy courses. Not because I wanted to be a stand up comedian but I believe that comedians help people feel something emotionally far quicker than most other professions.’ – Lee ‘For example for me it’s more difficult for me to understand an English song because I’m French, buts it’s easy to remember the melody of the music and the tone of the voice of the musician.’ – Nicholas ‘They call me a voice designer because it’s like design your voice, your communication, design your image. Voice designer, it’s a nice word to express myself.’ - Nicholas VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

There is so much conflicting or contradictory advice on this subject. Lee brainstorms to get to the bottom of this primary dilemma.     KEY TAKEAWAYS If you consider marketing, people recommend that you start small and target your messaging to a niche target, but you need to start big with your target vision. When starting with the end goal in mind the start may seem big, but can be broken down into smaller challenges, but most problems seem huge at the beginning. If you're leading change, think about the tiny actions you and the people you are helping need to take to get to their goal.  If you do go small quickly it is easier to learn from the actions you have taken because you are experimenting as you go. It is more difficult to unpick a complex, large, detailed task.   BEST MOMENTS ‘Is it best to be a mile wide and an inch deep or is it best to be an inch wide and a mile deep?’ ‘I think there is something about starting big and starting small because you need to start big on where you're trying to get to, what it is that you’re trying to overcome.’ ‘When we think about leaders and leadership, we train people on the fundamentals of the process of being a leader, the back to work interviews, the personal development plans, setting appraisals, but what about the small actions that are required for being a leader?’ ‘If you wanted to start flossing your teeth you should make sure that the floss is next to your toothbrush because then you’re stacking it on top of a pre existing habit.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com  https://www.linkedin.com/in/lhoughton/

Today Lee has the immense pleasure of interviewing much lauded author of ‘The Balance of Excellence’ Carl Klemm. The former head of Toyota plants shares his story and wisdom on manufacturing management culture, success and failure, leadership, coaching, writing, team structure, training good habits and learning.    KEY TAKEAWAYS Carl started off as a young apprentice with Vauxhall Motors and continued with them for 23 years ending up as a general manager in charge of plant quality. He then took up a post as General Manager for Quality Assurance with Toyota.  He started his own management consultancy sharing his wealth of knowledge he has gathered over so many years in the motor manufacturing industry.  The shift between GM and Toyota was a culture shock. GM was a competitive, non cooperative command and control structure. Toyota, however, was a collaborative, planning, teamwork structure. A real issue for organisations effecting change is if the upper management or CEO does not want to accept the changes to their own job. There has to be a steady flow throughout the power structure.  Top management is busy. They don’t have any spare time so are trained for fast decisions. Persuading them to consider the problem at the point of problem is difficult so get them to do it at least 12 times and they will adopt it as a habit. Learning is forever changing and evolving due to the nature of the journey.    BEST MOMENTS ‘And the President only asked one question, he asked “Why do you want to join Toyota” and I said “I spent four years studying Toyota for GM, including the plant in Fremont in California. Then I came back and tried to implement it and I failed miserably. But I want to succeed so I want to join and I want to learn how its done and then I want to share it.”’ - Carl ‘Coming from being a very successful General Manager in GM to a General Manager in Toyota but realising very quickly that I was an apprentice was really hard to swallow.’ -Carl ‘There is no other way, actually, than doing it. That’s why my first sentence is “I swore never to write this book.” - Carl  ‘I’m working with a national organisation at the minute and I had no influence on where they started and the pilot location, and we are at a point now where we’ve created a rhythm and a communication flow within a single location. What it has highlighted is that before I work with them they’ll have a monthly meeting structure, but then when you introduce a daily meeting structure and its feeding into a monthly meeting structure there’s a huge disconnect there.’ – Lee ‘I’ve written it from a selfish point of view to help me to explain to people, especially top management people, what it is we are talking about and how it all fits together and which bit of it we are working on now.’ - Carl   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Language can have positive or negative connotations depending on context and our own personal feelings and experiences, culture and society. Lee has four examples of words that have negative definitions in the world of change and leadership ; failure, problems, conflict and challenge.    KEY TAKEAWAYS If we are all heading in the same direction and we have the same destination these four words do not have to be negative. It is a safer and better environment if we have more of them, a more open, communicative, accepting and encouraging environment. Failure means that you’ve tried something. This is a positive thing as the more tasks or goals attempted the better. Failure needs to be encouraged , not chastised, belittled or singled out. The more problems we can find the more beneficial our journey towards our goal is. Problems solved are systems perfected. Hidden problems continue to be just problems.  Conflict over differing ideas about how to reach the destination all are pulling towards are useful. Two ideas are always better than one and conflict is part of perfecting methods. A fear of being challenged keeps us from creating an open environment with failure, problems and conflict. If you are challenged then that’s an opportunity for you to learn about your approach.    BEST MOMENTS ‘We are trying to remove problems. We are trying to remove opportunities for failure. But I think we need to encourage more of it.’ ‘We are trained in improvement. We are trying problem solving. We prefer problems not to happen and not to occur. But, if we are finding problems, then that means that there are things in our way getting towards where we are trying to get.’   ‘Conflict is just a difference of opinion. And if that opinion is something about the journey or destination then conflict is a positive thing, because you're going to create a better solution or a better outcome because you’ve got two people with two different opinions that can be spoken about openly.’  ‘Be open to being challenged. How can you create, within yourself, more comfort about being challenged? I work with a lot of leaders and they don’t being asked questions where they don’t know the answer because of the challenge and the conflict that might arise.’    VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

If you want to form new positive habits you have to have the intensity, or strength of reason, and frequency to retrain your neural pathways to adopt them. Lee’s consultancy ‘Get Knowledge’ uses this method to encourage people to create a strong collective reason through a jointly owned vision and this is the intensity component of habit forming. Identified positive behaviours are then coached consistently, with frequency, to become habitual.    KEY TAKEAWAYS Lee has developed his own positive habits in relation to his podcasts due to intensity and frequency.  Understand your reasons for implementing a change. Bring people on board with your vision. Have clarity and ‘make it real with look, sound and feel.’  Be consistent with your message and disciplined with your frequency and your positive habit will be team wide.    BEST MOMENTS ‘Intensity and frequency in terms of habit forming has been pivotal to what I have been doing through what we’ve been doing at ‘Get Knowledge’ through business improvement.’  ‘I’ve committed to myself that I’m going to publish a podcast every single week, I’m going to post daily on LinkedIn, post daily on TikTok, post daily on Instagram. And I’m not bothered about the number of followers, I just want to be more conscious about what I'm posting and what ideas will come from it, and hopefully more people will be helped.’      ‘On day one you might not get the answers to the new questions that you’re asking, whether they be for yourself or they be for your team. All the time, by continually asking the same questions you will get better answers.’     VALUABLE RESOURCESBusiness Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee has developed an acronym, TEACH, which can keep you informed on how to achieve consistent improvement by changing your mindset. Remember the five essential ingredients that can keep your development going.    KEY TAKEAWAYS First of all we have to be open to change and be willing to apply the lessons we’ve learnt. Mindset is the most important lesson of all.  TEACH stands for Teamwork, Engagement, Accountability, Communication and Humble leadership. If you start with these five areas and look to improve them then your productivity, cost challenge or quality challenge might be resolved as a direct result.  Teamwork. You may have a working team but you may not have teamwork. What can you do to build trust and have more constructive conflict in your team? Engagement. Only by having a proper relationship with your people can you gain trust, through full engaging discourse. Do they believe in your journey? Accountability. We need to have clarity on who is doing what and when they are going to do it. Communication. Ensure people's interpretations of your messages are correct by staying clear and consistent. Equally ensure you understand what is being said to you and it’s intention. Humble leadership. Be selfless. Be there to help your people. It’s ok to not know answers.    BEST MOMENTS ‘Those five things really are, for me, the five main things that this ‘improvement’ thing that we all talk about could really solve. The symptoms of an ineffective system or environment create poor productivity, low customer satisfaction, poor quality, increased costs.’  ‘Trust is situational, its individual. I would trust some people to look after my children but I wouldn’t trust them to record a podcast for me.’  ‘If we assign tasks to whole teams of people it adds an element of doubt, and we need to start to take ownership of the things that we can do.’ ‘People will raise a problem, an idea, an opportunity but then they’ll not be communicated back to, we’ll not close the loop to understand why it can or cannot happen.’    VALUABLE RESOURCESBusiness Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee talks to you about customer experience, (different from customer service), and how you should be thinking about the interactions you have with your clients and everybody within the organisation.      KEY TAKEAWAYS When we analyse a touch point with a customer you should be considering what they see, think, feel, and hear in detail. In this way, you can step away from the process and step into the customer's shoes. This method works for employee experience as well. Be aware of how perceptions can build through witnessed action. Every interaction creates an impression. Be aware of how your actions as a leader can create the culture of your organisation.   Display reliability, credibility and capability. Every conversation is an opportunity to create a more flourishing and meaningful relationship.   BEST MOMENTS ‘When doing that, when setting the stage, there’s a realisation in people that they have a role to play with other customers. So as a leader, it could be argued that some of their customers are the people that work for them.’ ‘We have an opportunity to influence how people feel and think about us and also the organisation, the team or even just their day.’  ‘Every single interaction and touch point we have with people, how are we with them? How does that make them feel? What conversations are heard and what can they see?’   VALUABLE RESOURCESBusiness Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

The second funniest lean guy Lee chats with the funniest lean guy Jake Harrell. Jake has been in various leadership roles in manufacturing and distribution and utilises his seductive personality to move people onto the same page as himself and gain business results through cooperation. Even though barely clothed, Jake still discloses all his secrets on problem solving and motivation. Oh, and dating adventures.   KEY TAKEAWAYS Jake started in hospitality, as the ‘hi, how are you?’ guy. This is  how he learned to be skilled in interactions and full on seduction.  You have got to want to solve the problem more than anyone else in the room. Enthusiasm gets everyone's attention. Make it fun and the people will want to engage. Collaboration, although not a natural instinct in competitive industries, is the main key to problem solving and the general smooth running of business. Jake is living the dream encouraging people to do this.  Just do the things you want to do. Over caution and risk avoidance is no fun. No one ever had a good time putting money in a savings account.   BEST MOMENTS ‘If I walk in and go, “Y’all suck. How we gonna get better? Well you guys know you’re not doing the best you can right now.” That just sucks, right? The animation, the attitude I can bring can make it fun where it's not personal to the individual.’ – Jake ‘All I want is for Lee Houfton?…Hoofton?…Hoogieton?..Hufton? All I want is for him to be successful. If I want that more than I want it for myself people are going to come to me for collaboration not the other way round.’ -Jake  ‘I remember being told by a consultant to smarten my act, get better shoes, stop wearing jumpers, start wearing shirts to actually make it as a consultant because that’s what he perceived was the successful thing a consultant needs to do.’ – Lee ‘Remove that barrier of yourself holding you back. If there’s something dumb you want to get out there and do, do it. Have you ever played Monopoly..ly? Imagine you go round the board, but the only rule is you can’t spend money on anything.’ – Jake   GUEST RESOURCES Jake Harrell his Linkedin Link: (99+) Jake Harrell - The Funniest Lean Guy | LinkedIn His video podcast link: A Quality Podcast - John Thacker and Jake Harrell - YouTube VALUABLE RESOURCESBusiness Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

We all measure stuff. Why? The sole purpose of measuring something should be to learn something, but often its done to prove our worth. Data gathering and counting is time consuming, so what are the best circumstances in which to start measuring? KEY TAKEAWAYS We should only measure to learn and understand what things are getting in the way of what we are trying to achieve. What are the measures that allow you to understand that you are achieving your standards. Anything else is superfluous. Are you employing effective leading measures? Will they inform you of an impending problem which you can then avoid? Measures can be complex so should be easy to understand and provide knowledge, understanding and wisdom to the organisation that they are detailing. BEST MOMENTS ‘You might be measuring all sorts of different processes, the outputs of different processes to put into a dashboard to go to a monthly meeting. To look good. To make it all green.’ ‘If you read the newspaper or the football scores after ninety minutes as a football manager its too late to affect the result of that game.’ ‘How can you make sure that the measures give you enough information for the things that you control and can control to make it better?’ VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee interviews Becca Francis, who at the age of 34 was diagnosed with ADHD and she’s here to dispel the myths and stereotypes of ‘single parent mums’, ‘naughty boys’ and how she’s been able to turn it into her superpower!    KEY TAKEAWAYS The importance of looking after your customer facing frontline staff cannot be ignored. If you have higher workforce engagement, it can really deliver customer satisfaction. If there’s a gap between changing how business leadership works versus how markets move can leave the whole business outmoded and unattractive to customers and staff alike. Being honest and open about a condition and communicating the actual facts of it is the only way to break the negativities and stigmas.   BEST MOMENTS  ‘It’s a people game, not a process game.’ ‘It's about our attention being re-focused on things that are more appealing to us’ ‘Do I talk donkey language because no-one else sees things the way I do?’ ‘If I can talk about my experiences and that can help one person, that makes me feel like I’ve done a good job. And that’s all I aim to do’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/https://www.linkedin.com/in/becca-f1312/https://www.linkedin.com/feed/update/urn:li:activity:6823892562441502720/

Lee interviews James Lott, MD and founder of Working Knowledge, a business and education consultancy. Working Knowledge concentrates on improving employment opportunities, guiding people towards the right job for them. Creator of the Digital Market Apprenticeship designed to provide employees with the business skills to shine in their position. He also works with Further Education Colleges, helping them launch young peoples careers with practical guidance and by improving links between the college and potential employers.      KEY TAKEAWAYS James believes in providing young people with career opportunities in entrepreneur led, scale up businesses so they can get a great start to their working lives. He was inspired on this path from teaching sailing to young people and seeing their receptiveness and enthusiasm. Lots of people are reluctant to take on young people because they believe the media image of hoody wearing, knife wielding layabouts. When they meet young people they realise that actually they are innovative, creative and inquisitive. LinkedIn opens opportunities by offering to chance to present ourselves and our skills in a professional way. When you are young it’s a good idea to have had at least a basic work experience to jump off from.     BEST MOMENTS ‘It was all built on this passion of ‘what does talent look like, and how do you get that talent into entrepreneurial businesses in order for those businesses to scale and thrive?’’ ‘At the same time, in their questioning, because they’re unencumbered by years of experience narrowing our focus, they’re asking the questions we’ve forgotten to ask ourselves often in a business setting.’ ‘People talk about transferable skills and they absolutely are there. So go and do something. It could be volunteering as well, people forget about that.’  ‘Nothing comes to life for free. You cant wait around waiting for it to happen to you.’   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In todays podcast Lee chats to Gary Nightingale, founder of Gary Nightingale Creative, who make illustrations and animated instructional videos mostly for the business and leadership coaching and mentorship industry and increasingly therapy, crisis and counselling services.  Gary talks about his working history and how he ended up where he is helping others effectively visually express their message.    KEY TAKEAWAYS Illustration and animation often provides a communication need that cannot be easily or concisely articulated. Clients frequently are unsure of the nature of the message they require. Gary gets to know the client and their audience to find what they need. Gary has developed processes within his business to apply to individual clients to standardise and notate his skills based on repetition and refinement. It is a good idea to analyse how the end users interact with your content. In doing this Gary found he discovered the viewers paused and discussed the training as it progressed. When creating an expressive message carrying illustration, think about who you are talking to, what it is you want to say to them, why you want to say it and what you want them to do. Then just doodle your way to the required image.   BEST MOMENTS ‘I looked at their profile pictures. What do these people look like? How do they talk?  What are their job titles? That gave me a big insight into his audience.’ ‘I know a lot of people talk about separating personal and business. I just can’t. They’re so inextricably mixed.’ ‘A domestic abuse charity weren’t getting many referrals from the police, and there were others that were getting more, and they felt that their services they offered were more wide ranging than others around them. I made them a video that they used as part of their presentation to the police and they said that the police loved it and had no idea of what their charity offered. Now they are pushing more referrals their way.’   GUEST RESOURCES Www.Garynightingalecreative.com   VALUABLE RESOURCES Business Problems Solved Podcast            ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD You can contact Lee Houghton on 07813342194Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee continues the conversation about communication with a thought-provoking episode that asks the crucial question: what is the difference between team work, and a team that works? And how can we play a greater role in maximising productivity as a leader? KEY TAKEAWAYS A team's work is measured through metrics, but these can only be truly achieved through effective teamwork. We must seek to create environments that encourage teams to pull together to work collaboratively towards achieving the vision. It is incumbent upon leaders to not just encourage their teams, but to ensure that their achievements are celebrated. BEST MOMENTS 'It's encouraging the team to collaborate on achieving the vision' 'It's easier to say what it isn't, rather than what it is' 'Expectation, direction, clarity, conversation, communication, should be created top down' VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

With the advent of the new year, Lee reflects upon the learnings and the insights from 2021, with a specific focus upon the improvements we can make for 2022, and how better communication can provide the bedrock for positive change. KEY TAKEAWAYS Making improvements and becoming more effective in what we do, all comes down to teamwork, and unless we are communicating well with our teams, we can't hope to see those improvements being made. Conflict is not always a bad thing. Conflict can be seen as meeting of differing ideas, the resolution of which all lead to a better solution. Building in a reflective practice is beneficial as it promotes motivation, and causes us to constantly evaluate what has come before and set new goals. BEST MOMENTS 'Conflict is a positive thing' 'You don't want everyone to agree. You want people to challenge the situation' 'The more you talk about something, the deeper you'll understand it' VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Kevin Robinson is man who knows all about teamwork, having served for almost three decades in operations within Toyota Motor manufacturing UK ltd. Kevin joins Lee this week to talk about his business journey, how development strengthens teams, and the importance of true leadership. KEY TAKEAWAYS Development is the key to not just strengthening people, but teams. If individuals become stronger, then they strengthen the teams of which they are a part. Planning for the future is not just about striking when opportunities arise, but also looking for ways to mitigate challenge should it arise. Always plan for contingencies. If we see problems setting in, then it could be down to poor leadership. It is incumbent upon as leaders to look at ourselves and how we have provided leadership, and mark any issues that could create negative impact. BEST MOMENTS 'The ethos is all about developing people' 'It all comes back to good leadership' 'My journey so far has been very rewarding' VALUABLE RESOURCES Business Problems Solved Podcast          ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee meets Lee Chambers, a psychologist and founder of Essentialise, which aims to fuse the scientific performance aspects from sports coaching, the bounty of benefits from the world of neuroscience, with the wisdom of ancient philosophers, in order to unlock the potential that is inside everyone. Lee talks about the ways in which his work has helped others, how you can essentialise your own life, and the beauty and value in being unique. KEY TAKEAWAYS By helping others to realise their potential, we incrementally build a better world. Making it our mission to help others improves life for all. There's so much noise and so many opinions in the world today. The key to improvement is to slow down and focus on a few simple things and look for incremental wins. Never strive to be one of the crowd. You are an endlessly unique creation, and you bring something rare and special to the world. BEST MOMENTS 'I'm making a difference, and that makes me feel great' 'Essentialising your life and your business is about stripping back a lot of the complexity' 'The beauty is that every business and every human being is individual' VALUABLE RESOURCES Business Problems Solved Podcast          Essentialise - https://www.essentialise.co.uk/lee-chambers/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Lee talks to Nigel Peters, the Ingredients Opertions Director for Ornua, an agri-food commercial co-operative which markets and sells dairy products on behalf of its members, Ireland’s dairy processors and in turn the Irish dairy farmer. Nigel talks about his life in food manufacturing, how a food hamper change the course of his life, and why balancing work and life is more important than we may believe. KEY TAKEAWAYS Sometimes life takes you on journeys you're not quite expecting. Opportunities come our way and it is up to to embrace them, and follow the routes it takes us upon. Success is relative, and not always necessarily something we can measure through our working careers. Success is about growing, developing, taking opportunities and seeing how they can shape us. Balancing life and work is incredibly important. We must remember that the reason we want to do well at work is so that we can provide our families with better lives. However, better lives also mean time well spent in their company. BEST MOMENTS 'As one door closes, another one opens' 'I love everything I do about my job, and they've all been part of a journey to get me where I am today' 'Being happy in what you do is something that gives you energy' VALUABLE RESOURCES Business Problems Solved Podcast          Nigel Peters LinkedIn - https://www.linkedin.com/in/nigel-peters-b8b51321/?originalSubdomain=uk ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Mark Cameron has always been curious, and this has led to his constant questioning about not just the world around him, but also internally about himself. Mark joins Lee today to talk about why being inquisitive about the world is important, as well as the role of health in his journey, and how to strike a better balance in life. KEY TAKEAWAYS It's important to ask questions about the world around us. This is how we learn and grow and taken on new perspectives. But it's also crucial to ask questions about ourselves, because this is how we grow as a person. When our beginnings are surrounded by adversity, it instils a sense of resilience and hard work. Often, those with tough beginnings end up being the most successful. Health is very important, both physically and mentally. It is far better to be happy than it is to present a perfect version of ourselves to society. BEST MOMENTS 'You've got to be the best example of what you're questioning other people about' 'I just question why a lot' 'I want to work hard. I want to value the things that I have' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Matt Edmundson is a master of all things eCommerce, and dedicated to helping business owners to find the straight-forward strategy to build their online business, and discover the tools to be successful. Matt talks about his journey in business so far, the power of teams, and his own definition of what success really means. KEY TAKEAWAYS Many of the bigger opportunities in life come quite by accident. We have to recognise them when they arrive and take full advantage. Teams are the building blocks of any good business. By leveraging talent and working towards a shared purpose, we are able to achieve far more. Success takes many different forms. Many see it as the accumulation of wealth, whereas those who have achieved it know that success comes from elevating your life and finding yourself in a place that means life is more enjoyable. Finding the right people for your organisation is not just about qualifications, but more importantly there must be an alignment of values. BEST MOMENTS 'There's an opportunity in front of you and you have to take advantage' 'I like creating something together that's just extraordinary' 'I would say I'm successful but not because of the business or the money' VALUABLE RESOURCES Business Problems Solved Podcast         Matt Edmundson - https://mattedmundson.com ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week's Real Story comes from Stuart Boocock, the man who's guided many a young soul into the world of sport and fitness through coaching and junior football, and who's here to discuss why sport can be the key to instilling discipline while also providing a sense of fun, camaraderie and motivation. KEY TAKEAWAYS If children are interested in playing football, it's always best to get them started on that road as early as possible, Developing skills and talents can be begun before the age of ten years old and can give them an advantage later on down the road. Sport and training can act as a structure around which we can grow and develop. The central thesis of physical training is betterment, with each discipline adding to wellbeing, including that of self-awareness and mental growth. We are always learning - this is the key to mastery. When you seek out knowledge and development, and learn from mistakes, you become the best at your chosen pursuit. BEST MOMENTS 'No one in the world hands you anything. You have to go out and fight for it' 'Looking back, I didn't even know what a career was at that age' 'If your heart's set on it, then you'll always find a way to get what you want' 'You've got to keep going at it. You've got to keep learning' VALUABLE RESOURCES Business Problems Solved Podcast        ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, the real story comes from Dave Scholes, the founder of Mindsight, and a man who has navigated a journey of grief, loss, and most importantly connection, in order to connect people and encourage healing conversations. Dave talks to Lee about the power you can find in connecting with others, and how his personal journey has made him into the person he is today. KEY TAKEAWAYS When we overcome challenge, we learn more about ourselves, but we also fortify our resilience and increase our solution toolbox. This can then be used to help others to overcome their own challenges. Listening is only part of what makes a connection. By talking, and relating our stories to others, we grant the agency required for them to offer their own stories. Connection is a simple concept but can be difficult to master. When we create new connections we must come from a genuine place of understanding. BEST MOMENTS 'I spent many years navigating a personal journey' 'If anybody came into my world and had something going on, I can point them in the direction of a potential solution' 'As soon as you start telling a story, it gives other people licence to tell theirs' 'Connection is key' VALUABLE RESOURCES Business Problems Solved Podcast        Dave Scholes LinkedIn - https://www.linkedin.com/in/scholsey77/?originalSubdomain=uk Mindsight - https://selnet-uk.com/mindsight/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Hailed as the first full-time female firefighter in the UK, Britain, Jo joined Norfolk Fire and Rescue Service in 1982 at just 17. With the world watching, she was determined never to be the weakest link. Using determination and inner strength to overcome prejudice, she proved that women could make great firefighters. Jo joins Lee this week to talk about her groundbreaking, empowering story, and what we can all learn about breaking barriers in order to achieve more and change the world for the better. KEY TAKEAWAYS Sometimes, when the things we want aren't available, we must look elsewhere for opportunities, even though these opportunities may sound wild at the time. When you start a job or new branch of your career, all we really want is not to stand out. Trailblazers like Jo stand out naturally, which increases the pressure immeasurably. When we stand out from the pack in obvious ways, the best thing to do is to set an example and get through the work, showing that we are capable, despite people's preconceptions. Belief in ourselves comes through proving to ourselves that we can be more than we think. Remove doubts and look ahead. BEST MOMENTS 'I didn't know what I was getting into, to be honest' 'I'm an independently-minded girl' 'I was wearing a man's outfit, which was a lovely look for a 17 year-old' 'I don't fear anything' VALUABLE RESOURCES Business Problems Solved Podcast        Jo Reynolds - https://www.josephine-reynolds.com Jo Reynolds Facebook - https://www.facebook.com/SamuiJoReynolds/ https://www.facebook.com/FireWomanJo1 Jo Reynolds Twitter - https://twitter.com/FireWomanJo1 Jo Reynolds Instagram - https://www.instagram.com/fire_woman_josephine/ Jo Reynolds LinkedIn - https://www.linkedin.com/in/atzeropercent/ Email - josephinereynolds815@gmail.com Unique design Rebel Slogan T's - https://firewoman.teemill.com/ Signed Author Copies of Fire Woman - https://fire-woman.sumup.link/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Paul Dunlop is a lean consultant, dedicated to continuous improvement, whose career has taken him through many sectors and endowed him with a wealth of business experience. Paul talks to Lee today about the ways he has persistently looked for opportunities for growth, how to get the best out of people, and his personal definition of what lean really means. KEY TAKEAWAYS Learnings sometimes come through failure, but the lessons gained through doing so can end up being more valuable in the long run. Lean is fundamentally about people, and centres around engaging with, and providing growth and development for people. True servant leadership starts with respect for people, humility, and vulnerability. They are sometimes easier said than done, but it is always a journey of growth. BEST MOMENTS 'I've developed a passion for continuous improvement' 'Sometimes it's a bit of a now or never thing' 'Often there's layers that you have to break through to start the conversation' 'It's about hearts and minds. It's about fundamentally respecting people' VALUABLE RESOURCES Business Problems Solved Podcast        Dunlop Consultants - https://www.dunlopconsultants.com.au/about/about-paul ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Andy Henderson is the founder of Forward Thinking Ltd, and Your Affordable Board, helping business leaders to guide their teams to success. Andy joins Lee to talk about the importance of serving people and making a difference, what it takes to be a successful leader of people, and how by engaging with our workers we can create positive business impact. KEY TAKEAWAYS Being a boss is about more than just telling people what to do. We cannot hope to win the respect of people if we treat them as mere machines. Leading people is about inspiring people, and ourself. It is not enough for the leaders in a business to know about the direction being planned. We must effectively communicate it to everyone in order to align the vision across the board. Employee engagement feeds customer satisfaction, Customer satisfaction feeds the business itself. It all begins by inspiring our people. BEST MOMENTS 'I fight to be the opposite person that I used to be' 'Inside I felt hollow. A Void. It was a lack of community' 'Success is about slowing down but having a greater output' 'We need to create businesses that have meaning' VALUABLE RESOURCES Business Problems Solved Podcast        Forward Thinking Ltd - https://forwardthinking.ltd Andy Henderson LinkedIn - https://www.linkedin.com/in/andyjhenderson/?originalSubdomain=uk ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, the real value comes from the story of Lili Boyanova, about her incredible journey, in which she has found herself reinventing what life looks like, and finding time to add true value to the world at every opportunity. KEY TAKEAWAYS The story we build in life can take us on some unexpected diversions. When challenges arise, we overcome and begin a whole new direction. Life changes dramatically when we become parents. Finding the balance between personal and business life is suddenly very different. The people we meet add to the value we are able to create. They provide inspiration and support, and can greatly affect the direction we take. The pandemic has shown us that actually we can survive in the world with less than we thought. We are able to realistically question the need for "more" BEST MOMENTS 'I came to this country and decided to create value in the world' 'It got me to question how to face the stigma, and how I will cope with it' 'It was a big, big cultural shock' VALUABLE RESOURCES Business Problems Solved Podcast        Lili Boyanova LInkedIn - https://www.linkedin.com/in/liliboyanova/?originalSubdomain=uk ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to life coach, Gloria Milner, whose fascinating life began in advertising, where she built a reputation through her wisdom, acumen and ability to sell media spots on television. Since then, Gloria's journey has been a diverse one, and in this episode, she talks to Lee about the path that brought her to her true calling as a life coach. KEY TAKEAWAYS Gloria generation was one that had very different societal expectations of what women should be. Her determination to do better for herself was a driving factor in breaking the mold. Levelling the playing field in our minds is the art of remembering that people are people. No one is better than another person. Coaching and mentorship have not always been a resource. Today's world is extraordinarily lucky to be able to learn from the paths and lessons of others. BEST MOMENTS 'I was from a generation where women were expected to teach' 'There was a sense that I could so it, and I wanted to succeed where others had not' 'Women want to advance in their careers' 'There's a lot of opportunity to help people' VALUABLE RESOURCES Business Problems Solved Podcast        Gloria Milner LinkedIn - https://www.linkedin.com/in/gloriamilnercoaching/ Gloria Milner - https://www.gloriamilner.com ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to Herb Morrick, whose fascinating true life story has taken him from South Africa to South Wales, and which has seen him experience much that the twentieth century has had to offer. Herb talks about the power of choice, why culture and values shoud be at the forefront of every business, and how best to create trust. KEY TAKEAWAYS Building relationships and delivering on what we promise allows us to create trust and enrich life and business at every turn. When we put our core values at the forefront of business, we create trust and a sense of safety. Our clients become connected to our story. Different opinions and different skill sets are not necessarily a weakness when it comes to partnerships. Opposing perspectives and skills actually end up complimenting the other, and thereby strengthening us. BEST MOMENTS 'Life in my family has made me sensitive to how other people feel' 'We were four guys who absolutely believed in making a difference' 'Just remember that you're going to have differences' VALUABLE RESOURCES Business Problems Solved Podcast       ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to business coach, Harry Armistead, about the ways in which he coaches others to achieve the mind-set that allows them to succeed in business, and how to dismantle the limiting beliefs that may be holding us back. KEY TAKEAWAYS If you don't start with adjusting the mindset, then nothing else matters. Mindset is the foundational key to success upon which all other factors are based. We cannot help who we are on the inside, and nor should we try to alter who we are in order to fit in. We cannot live life to suit others. If we apply ourselves to a task and are determined to see it through, then half the battle is won already. Most things can be overcome if we believe that they can be. BEST MOMENTS 'People want something more than mediocrity' 'It took me time to own it' 'There is a way forward. There is a plan. There needs to be a plan' VALUABLE RESOURCES Business Problems Solved Podcast       Harry Armistead LinkedIn - https://www.linkedin.com/in/harryarmistead/?originalSubdomain=uk Harry Armistead - https://harryarmistead.com ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In the fifth part of his new mini-series, focussing upon real people with real stories that give real value, Lee talks to Sally Chapman of Shine Coaching, about the journey she's taken through life so far, and how she helps people to rediscover the sparkle they thought may have been lost, and help them to shine at whatever they do. KEY TAKEAWAYS We all face challenges in life, and barriers and obstacles that bring us down. What matters is how we deal with them, and the direction we choose afterwards. We can transform any situation by maintaining a positive outlook and attitude. It can be the deciding factor in whether a challenge derails us or not. When we have clearly defined goals in business and life, it makes the pathway more easier to traverse. We must focus on the point ahead that we want to reach and keep moving forward BEST MOMENTS 'Something's going to happen to you, whether it's good or bad' 'I've always had a drive to do things, and do them to the best of my ability' 'There's got to be more...' VALUABLE RESOURCES Business Problems Solved Podcast       Sally Chapman LinkedIn - https://www.linkedin.com/in/sally-chapman-shine-coaching/?originalSubdomain=uk Shine Coaching - https://shinecoaching.org.uk/a-little-about-me   ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In the fourth part of his new mini-series, focussing upon real people with real stories that give real value, Lee talks to author and creator, Karyn Ross, about not just her incredible story, but also why kindness should lie behind every motivation in life. KEY TAKEAWAYS We are never too old to begin a new venture and try to put a little more positivity into the world. There is always room for more. Kindness leaves a huge imprint upon the world and the people we meet. Kindness is remembered, and its effects can be felt for a lifetime. The main cause of problems, in business and life, is failure in leadership and failure in kindness. When we put them together you can trace the root of all problems. BEST MOMENTS 'It's super important to me to create a foundation for a better world' 'You use the stuff you learn along the way to make a better world' 'Compassion is feeling someone else's suffering and wanting to do something about it' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In the third part of his new mini-series, focussing upon real people with real stories that give real value, Lee talks to Matthew Davies, about his passions in life, and the fascinating overlaps that occur between the world of business and sports KEY TAKEAWAYS Sports and the discipline involved in mastering that sport, can aid in making us better leaders and better managers of people. Organisations have often seen coaching as a remedial thing, when in fact it should be seen as an ongoing process - a matter of course. Connections are far easier built if done with personality, and in some cases, humour. It can help us to create rapport, instant understanding, and allow us to be better understood. BEST MOMENTS 'I've always filled every minute of my spare time with things' 'It's about your ability to engage and connect with people' 'There are a lot of reluctant leaders in big organisations' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In the second part of his new mini-series, focussing upon real people with real stories that give real value, Lee talks to Scott Rolph, a firm believer in the power of people, about why they belong at the heart of everything in life. KEY TAKEAWAYS The most powerful achievements in life, those that make true positive impact, are the ones built upon the collaborative efforts of teams. In order to build successful teams, we need to trust in the abilities and capabilities of others. If we empower, then others grow. Self promotion is never a bad thing. Recognition of achievement should be encouraged, as it inspires us all to do better. BEST MOMENTS 'I've only succeeded because I've had great teams working for me' 'It's about a common sense of purpose' 'If nobody knows who you are then you only have yourself to blame' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week sees the launch of an all-new mini-series, 'Real People, Real Stories, Real Value', in which Lee talks to incredible real people about their amazing life journeys. Lee's first guest is Lewis Barton, who's tale of resilience and will power is a true inspiration to everyone. KEY TAKEAWAYS We often face the toughest challenges in life on our own. Although we may have the support and love of others, the internal struggles are ones we must face alone. When we face the truth of a situation, we can then look to find the bright spots and constructive positives in any bad circumstances. When we face our own mortality, we come to realise how much we have taken for granted in the past. Even the small things matter. There is beauty and positivity in things we pass by each day. BEST MOMENTS 'Everybody's got different experiences, and everyone's got different value' 'If you don't know whether you're going to live or die, it plays on your mind every single second of the day' 'In a really strange way, I was looking forward about what was to come' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

In this week's show, Lee tells you all about why management needs to be more than just visual aids, but a more deep-rooted set of standards that we all hold to. KEY TAKEAWAYS Visual management could be seen as the visible things needed in order to control a process or people. Management in the open is more than a whiteboard bearing targets and indicators. If we want to make failure visible, then we need standards. Sensory management allows us to create a safer environment for people as it allows people's own senses to recognise where they are and where they need to be. BEST MOMENTS 'Visual management is not just about performance boards' 'We need to recognise instantly when something does not align' 'We need sensory control' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Failure doesn't always have to be cast as a negative thing. In fact, there are many instances when failure can be seen as a positive. In this week's show, Lee tells you why it might be time to re-frame those negative setbacks, and look at them with a more constructive eye, beginning with leading by example. KEY TAKEAWAYS Social media is awash with purely perfect perspectives - displaying only the things that make us appear to be faultless, but this isn't authentic. There is a safety to be found in perfection, or at least the sight of it. As humans we strive for commonality and feelings of comfort. Whether we're delivering change or leading teams, we need people to be open and honest throughout. This promotes truth, and allows us to solve problems in a far more efficient way. BEST MOMENTS 'We're not wired to share failure' 'Be open to opinions that differ from your own' 'We have to lead by example' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee discusses the ways in which we can use the art of comedy to overcome resistance to change, and how by thinking differently, we can make sure that we act differently, finding new solutions to problems that we may not have considered before. KEY TAKEAWAYS If you want to achieve different results, then you must think differently. Those thoughts will create and drive new ways of implementing action. Refusal to comply with change is always a personal choice. Each person chooses whether or not support an initiative. Change, therefore, is a personal choice. When delivering information or data or any kind of address, we always communicate in the ways in which we like to receive. In comedy, we have two ways of delivering - the set up and punchline. We should vary the ways in which we deliver both so as to signal the points at which engagement must follow. Timing is everything. We must plan out what we are to deliver, but we must also execute it using perceptual timing - adapting to the moment itself. BEST MOMENTS 'You have to think and do different, in order to be different' 'Resistance is the refusal to accept or comply with something' 'Our job as change leaders is to make people thirsty' 'Perceptual timing is what is happening in front of you' VALUABLE RESOURCES Business Problems Solved Podcast         ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to Craig Dean, a LinkedIn expert and coach, about how we can better use LinkedIn to leverage connection, and in doing so, create clients and leads so as to fortify and grow our business. KEY TAKEAWAYS Many believe that a LinkedIn profile is some kind of resume for a job. If a profile is tailored this way, then it can be a barrier to gaining clients. It needs to be repurposed. Building a client base through LinkedIn is the art of building rapport, and starting conversations that begin connections between people. Connecting with people on LinkedIn should be treated the same way as a real world interaction. Consider the way in which we connect at networking events, and treat the conversation the same way. Never underestimate the power of a powerful banner. Catching the eye immediately is crucial as it makes you instantly memorable. BEST MOMENTS 'I love helping people to achieve more' 'You take people from cold to sold' 'I help people to generate leads by teaching people how to start a conversation' 'The person on the other end is a person, and not a pound sign' VALUABLE RESOURCES Business Problems Solved Podcast         Craig Dean LinkedIn - https://www.linkedin.com/in/craig-dean-influxeo/?originalSubdomain=uk ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

It's a spellbinding show this week, as Lee is joined by customer experience expert, magician and hypnotist, Ricky Locke, who talks about the importance of creating a better customer experience and how to make sure that each customer interaction is memorable and magical. KEY TAKEAWAYS Our business journeys are as changeable as our life journey. Never believe that you're stuck in one place. There's always another way forward. Believing in yourself and keeping an open mind are the essential tools you need to surmount challenges when they arise. We fulfil our potential by trying new things, and identifying the points at which passion is ignited. Follow these pursuits all the way to mastery. People never forget about the way you make them feel. Sharing a moment with someone else is too often undervalued. Create a magic spark between you both and the effects will last a lifetime. BEST MOMENTS 'Step out of your comfort zone, keep an open mind, and try new things' 'You don't truly realise what you've got until it's gone' 'There's always been something inside of me asking "How far can Ricky go?"' 'Magic, to me, is not about the trick. It's about the experience - the feeling you feel' VALUABLE RESOURCES Business Problems Solved Podcast         Ricky Locke - http://www.rickylocke.co.uk Ricky Locke Instagram - https://www.instagram.com/rickylockemagic/?hl=en Rickys course - how-to-create-a-magical-customer-experience ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, it's a masterclass in mindset as lee meets Nat and Kim from MasterMindSet, a "New Learning Foundation For Leadership: Different by Design Delivering C-Suite Executives the Skills, Strategies & Networks to Lead in the 2020s and Beyond". Nat and Kim talk about the things they've learned from helping others, the dangers of a blame culture, and how trust can energise your business relationships. KEY TAKEAWAYS Everyone makes mistakes in business and life. We must seek to establish a culture that does not place reliance on blame. We establish trust by trusting others. The best way to operate is to trust without reserve, and only withdraw that trust if we are let down. We do no favours to anyone by being guarded from the off. Always trust your heart and your gut feeling. Your inner voice can usually identify things that your conscious mind cannot. By keeping your mind open, you can learn from everyone each day, and develop into a better version of yourself. BEST MOMENTS 'I've learned so much about communication' 'Amateurs complete and professionals partner' 'Anyone who says they're perfect is just lying' 'It's not the mistake that defines you' VALUABLE RESOURCES Business Problems Solved Podcast         MasterMindSet - https://www.mastermindset.co.uk/about/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to Katie Anderson, a leadership coach, independent consultant and author of "Learning To Lead: Leading To Learn". Katie discusses the concept of connection and how the writing of the book influenced her own viewpoints on this, as well as coaching and the foundational keystones upon which all good leaders must build their outlook. KEY TAKEAWAYS Connection with humans and the world around us is the foundational place upon which leaders and change agents must build. We build connection by being authentic, and endeavouring to remove any kind of hierarchy that we may imagine exists. When we coach or act as leaders, we should not try to have the answer to every question. It is our responsibility to guide others towards solutions, not provide them on tap. We cannot control events, but we can control our reaction to these events. Leaders and coaches are the ones who must act as the calming voice when challenges arise. BEST MOMENTS 'It's hard to listen to your own voice, but it's important, too' 'That's the foundation of leadership and continuous improvement' 'Connection is the key to everything' 'There can be an unnatural balance in hierarchy' VALUABLE RESOURCES Business Problems Solved Podcast         Katie Anderson - https://kbjanderson.com/about/ Learning To Lead - Leading To Learn - https://kbjanderson.com/learning-to-lead/ ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, join Lee for a highly personal reflection upon the third anniversary of one of life's more momentous events - one that shaped Lee's future forever after. KEY TAKEAWAYS By pretending to be something we're not, we only ever hold ourself up to unhappiness. We can't be truly fulfilled in life unless we're living on our own terms. The best friends in life are the ones who'll be there when you need them. But friendship is a two way street. You also need to be the friend they need in times of trouble. We need to create environments and avenues for people, so that they can share when they are not feeling at their best. BEST MOMENTS 'The last three years have arguably been the most transformational' 'I have tried to be the kind of person that other people would want me to be' 'Make good friends, because you never know when you'll need them' 'People - that's the secret to everything we do' VALUABLE RESOURCES Business Problems Solved Podcast        ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

This week, Lee talks to fellow podcaster, Martin Teasdale, the voice behind the Get Out Of Wrap podcast and one of the most experienced contact centre operators ever, about the background in life that gave him the skills to strike up an instant rapport, the power of "JFDI", and what really goes on behind that voice on the end of the line... KEY TAKEAWAYS The military lifestyle, of constantly being on the move and making new friends, while often seen as a negative, actually instilled in Martin the gift of being able to quickly strike up rapport with people. Teams are often a reflection of society as a whole. You can find representatives of youth, education, the older generations, part-time workers and even those with a high level of experience. People calling into contact centres are generally not calling for fun. They always call with a purpose. They have a need. Sometimes, we must put aside our own feelings and tribulations, and engage empathetically, which can be tough. Whenever we face down a challenge, we must remember that the pain is temporary, and that all things will pass. Push through and the challenge will be little more than a memory before long. BEST MOMENTS 'There's a part of you that says - JFDI!' 'It's a microcosm of society' 'People come into work and they are dealing with the challenges of life' 'When things are going bad, it is just a moment' VALUABLE RESOURCES Business Problems Solved Podcast        Get Out Of Wrap Podcast - https://podcasts.apple.com/us/podcast/get-out-of-wrap-contact-centre-chat/id1462669837 ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/