Lee reflects on his journey through 2024, a year marked by significant personal and professional challenges, including completing both the London Marathon and an Ultra Marathon. He shares insights on the importance of setting meaningful goals and the need to prioritise time with loved ones, particularly as his children grow older. Lee emphasises the value of being present and making conscious choices about how to spend time, rather than simply exchanging time for money. He introduces his upcoming book, which aims to document critical success factors for sustainable change and people leadership, and encourages listeners to adopt a more ambitious and strategic approach to their own goals in 2025. The episode serves as a motivational reminder to think differently and take actionable steps towards achieving personal and professional aspirations. KEY TAKEAWAYS Value of Time: The importance of prioritising time with loved ones over solely focusing on work and financial goals is important, to consciously make choices on how to spend your time. Goal Setting: Setting ambitious and meaningful goals is crucial. Instead of waiting for a new year or a specific date, one should take immediate action towards their aspirations, ensuring that goals are strategic, meaningful, ambitious, real, and targeted. Reflection and Learning: Taking time to reflect on past experiences, such as completing marathons, can provide valuable insights into personal growth and the importance of gradual progress in achieving larger goals. Authentic Connection: Building authentic connections and relationships is essential for personal and professional growth. The focus should be on championing and coaching others while maintaining a leadership role. Daily Actions for Change: To achieve significant differences in life, it is necessary to think differently and take consistent actions towards goals every day. Small, incremental steps can lead to substantial progress over time. BEST MOMENTS "If there's something that actually makes you feel that you want to succeed, then you've got to really double down and go for it."  "At the time when I might be ready, they might not want me."  "You have to think and do different to achieve difference."  "I want to provide an opportunity for other people to find about these things that I believe are the critical success factors for sustainable change."  "Make sure it's by a particular date that you're aiming for."  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 addresses a critical challenge faced by change teams in large organisations: the need to practice what they preach. He emphasises the importance of change teams not only facilitating change for others but also engaging in self-improvement and problem-solving within their own functions. Lee discusses the necessity of creating a supportive environment that encourages the identification and resolution of problems, rather than outsourcing all improvement efforts to change teams. He advocates for empowering individuals at all levels to treat continuous improvement as part of their daily roles, ensuring that change teams are focused on meaningful work that aligns with the organisation's goals. Tune in for insights on how to enable change teams to succeed and make improvement a collective responsibility. KEY TAKEAWAYS Practice What You Preach: Change teams often fail to apply the principles of change management to their own processes, which can hinder their effectiveness. It's essential for these teams to embody the change they advocate for. Empower Problem Solving: Organisations should create an environment that encourages individuals to identify and solve problems proactively, rather than relying solely on change teams to address issues. Prioritise Meaningful Work: Change teams should focus on strategic problem definitions and prioritise their activities based on organisational goals, rather than just responding to the loudest voices or immediate demands. Continuous Improvement as a Core Activity: Improvement should be integrated into the daily roles of all employees, encouraging them to take ownership of their processes and suggest enhancements. Collaborative Approach to Change: Successful change initiatives require collaboration across departments, with change teams facilitating improvements rather than being solely responsible for them. This collective effort is crucial for achieving organisational goals. BEST MOMENTS "Change teams hate more than anybody else having to go through and be changed." "We need to create the right safe environment where problems can be found, opportunities can be found, ideas can be had and shared." "The change team is not there to just deliver the wish list of a single person." "If we can get over that, then we can create the right environment to deliver change successfully." "Do not let your change team fail because of poorly set up and not working on the right 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 explores the dual roles of change teams within businesses likening them to doctors and fitness instructors. He emphasises the importance of aligning change initiatives with long-term strategic goals rather than focusing solely on short-term fixes. Lee discusses the critical need for change teams to enhance their image and exposure by demonstrating their contributions to organisational success. He advocates for breaking down silos between functions and fostering collaboration towards a common destination, ultimately enabling teams to work more effectively together. Listeners are encouraged to reflect on their own change processes and consider how to better align daily activities with overarching objectives for sustained improvement. KEY TAKEAWAYS Change Teams' Focus: Change teams can be likened to either doctors, who address specific pain points and problems, or fitness instructors, who focus on building capability and skills within the organisation. Understanding this distinction is crucial for effective change management. Long-term vs. Short-term Thinking: Organisations often prioritise short-term gains over long-term success, which can lead to the undervaluation of change teams. A strategic approach should focus on aligning activities with long-term goals rather than just immediate fixes. Importance of Image and Exposure: Career success is influenced by performance (10%), image (30%), and exposure (60%). Change teams need to effectively communicate their value and contributions to enhance their image and increase their visibility within the organisation. Alignment with Strategic Intent: For change teams to be effective, their activities must align with the organisation's strategic goals. This requires clear communication and understanding of how daily contributions support the overall destination the organisation is trying to achieve. Collaboration Over Competition: Breaking down silos between different functions (e.g., finance, sales, operations, HR) is essential for achieving collective success. By connecting on a shared purpose and destination, teams can work together more effectively and maximise the value of their contributions. BEST MOMENTS "Change teams often chase short-term victories over long-term success because everybody's trying to justify the job that they're doing." "We need to connect together on a destination and achieve success together. Don't compete, connect." "If you can demonstrate to people that your change teams are supportive of your destination, it will enable them to increase their positive image." "We need to gain real alignment and connection to people, daily contribution to the strategic intent." "Nobody comes to work to do a bad job, but we just don't help them 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 talks about the critical concepts of psychological safety and safe spaces within organisations. Drawing from his recent experiences delivering training to diverse groups from various cultures, Lee emphasises the importance of creating environments where individuals feel secure to share their thoughts and ideas. He highlights key takeaways from his sessions, such as the value of silent brainstorming to ensure equal participation and the significance of asking follow-up questions to demonstrate genuine interest in others. Lee advocates for connecting on a human level and fostering an atmosphere where everyone feels empowered to contribute, ultimately leading to more effective teamwork and innovation. KEY TAKEAWAYS Importance of Psychological Safety: Creating an environment where individuals feel psychologically safe is crucial for encouraging open communication and sharing of ideas. This involves both internal and external factors that contribute to a person's comfort in expressing themselves. Silent Brainstorming: Implementing silent brainstorming sessions allows everyone to have an equal opportunity to share their thoughts without being overshadowed by dominant voices. This method fosters inclusivity and ensures that all perspectives are considered. Asking the Second Question: Engaging in deeper conversations by asking follow-up questions demonstrates genuine interest and care. This practice not only strengthens relationships but also encourages individuals to elaborate on their thoughts and feelings. Human Connection: Fostering connections on a human level is essential. Using relatable icebreakers, such as asking about what someone had for dinner, can help individuals feel more comfortable and open up in group settings. Adaptability in Communication: Recognising that people have different communication styles is vital. Adapting your approach based on the individuals present can enhance the effectiveness of interactions and ensure that everyone feels valued and heard. BEST MOMENTS "Many organizations aspire to create environments that encourage psychological safety for their individuals, but also creating safe spaces." "Silent brainstorming allowed the individuals the same space, the same time, the same opportunity to share their thinking." "We need to take this into personal conversations as well as business or coaching conversations because it demonstrates that we care." "Psychological safety, providing safe spaces is key to connecting with people but it comes down to how we go about doing it." "If you want people to share their thoughts, you need them to feel safe, but you also need to create the space for them to do 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.

Lee explores the critical relationship between tools and the mindset of individuals in the realm of continuous improvement. Building on a previous discussion, Lee emphasizes that while various improvement methodologies, such as Lean and 5S, provide valuable frameworks, the true essence of successful change lies in fostering a culture of critical thinking and respect for people. He explores popular tools like value stream mapping and Kanban, highlighting the importance of asking the right questions to instil a mindset focused on problem identification, customer centricity, and proactive improvement. Ultimately, Lee argues that creating a thinking culture is paramount for achieving different results and driving meaningful change within organisations. KEY TAKEAWAYS Focus on Thinking, Not Just Tools: The essence of improvement lies in developing people's thinking rather than merely deploying tools. Continuous improvement and respect for people are fundamental principles that should guide all change initiatives. Value Stream Mapping: This tool is not just about mapping processes but about fostering a mindset that encourages holistic thinking, customer-centricity, and problem identification. The goal is to help individuals think differently to achieve better results. 5S and Workplace Organization: Implementing 5S goes beyond maintaining cleanliness and order. It aims to instil discipline, ownership, and a continuous improvement mindset among employees, encouraging them to recognize and address inefficiencies. Encouraging Continuous Improvement: Regularly asking questions about small improvements, frustrations, and outdated processes helps cultivate an improvement mindset. This approach fosters collaboration, proactivity, and a belief that there is always room for enhancement. Critical Thinking in Problem Solving: Tools like root cause analysis and the "5 Whys" are designed to promote critical thinking and accountability. The focus should be on creating a culture where individuals are empowered to identify problems and seek solutions, reinforcing the importance of thinking in driving effective change. BEST MOMENTS "It's about continuous improvement and respect for people. Those two things are not in isolation." "If we can help people think better, then we're creating more ideas and thoughts in those people to make the world a better place." "We want to try to create thinking. We want people to be able to spot the opportunities for improvement." "It's not just so we can have a Kanban. It's not so we can just deploy a tool. It's because we're trying to create thinking in people." "We need to create thinking in people first." 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 into the often over looked aspects of training sessions, emphasising the importance of aligning language and definitions to ensure effective learning. He challenges listeners to think differently about their approach to training, whether as participants or facilitators and highlights the necessity of creating actionable plans that integrate learning into everyday practices. Lee shares practical strategies for fostering accountability, such as assigning ownership of action items and encouraging personal commitments from participants. By focusing on these elements, he aims to help organisations maximise their investment in training and achieve meaningful, lasting change. KEY TAKEAWAYS Think and Do Different: To achieve different results, it's essential to not only think differently but also to take actionable steps based on that new thinking. Training should inspire participants to implement what they've learned. Alignment of Language: Ensuring that all participants have a shared understanding of key terms and concepts is crucial. Misalignment in definitions can lead to confusion and ineffective application of knowledge. Action Plans for Application: Capturing tangible actions during training sessions helps cement learning. Each action should have a designated owner and a timeline for accountability, ensuring that the knowledge gained is applied in the workplace. Integration into Existing Routines: Actions derived from training should be integrated into regular meeting rhythms to maintain focus and accountability. This prevents the need for separate discussions about training outcomes and promotes ongoing application. Personal Commitment: Encouraging participants to make personal commitments to change fosters accountability. Sharing these commitments with the group increases investment in the learning process and encourages follow-through after the training session. BEST MOMENTS "You have to think and do different to achieve different." "When you get back from holiday, the first day back it then seems like it's been months since you've had a holiday." "Alignment of language is key, especially in a training room." "We want applied learning. We want people to take the knowledge that they're getting in the training room and apply that learning in the workplace." "If you don’t do that, then you’re going to have to have another meeting to just talk about the output of that meeting." 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 through the critical role of questioning in successful change management. Drawing from his extensive experience since 2006, Lee emphasises that while tools and methodologies are essential, the true key to effective change lies in understanding and asking the right questions. He argues that change practitioners should prioritise developing their questioning skills and the principles behind those questions rather than solely focusing on tools. By engaging the minds, hearts, and hands of individuals, change practitioners can facilitate meaningful transitions and foster a culture of ownership and engagement. Tune in to explore how shifting the focus from tools to thinking can lead to more sustainable and successful change initiatives. KEY TAKEAWAYS Prioritise Questions Over Tools: Successful change management should focus on asking the right questions and understanding the principles behind those questions, rather than solely relying on tools and frameworks. Engagement is Crucial: The ability to engage with people is critical for successful change. Change practitioners must work to understand and connect with individuals to facilitate a positive transition. Understanding Change Dynamics: Change is fundamentally about transitioning people from one state to another. This requires a deep understanding of the thinking, habits, and behaviours of those involved in the change process. Create a Safe Environment for Thinking: It’s essential to foster an environment where individuals feel safe to express their thoughts and engage in meaningful discussions about change. Focus on Meaningful Outcomes: Change practitioners should aim to create clarity around goals and desired outcomes, ensuring that these goals resonate with the people involved, making them feel real and meaningful. BEST MOMENTS "Our ability to work with people, our ability to engage with people is critical in the success of landing change." "It's not about tools, it's not about people, it's about thinking and our ability to ask the right question." "If you want to create new thinking, new habits, new behaviours, you need to create more thinking by asking better questions." "Don't ask what tools do we need to teach our change practitioners. Ask what questions need to be created in our change practitioners." "Success is changing the thinking of our people, engaging the heads, engaging the hearts, engaging the hands in a meaningful way." 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 importance of asking the right questions as a leader and the impact it has on coaching and developing people. He emphasises that effective leadership is not just about managing tasks or providing answers, but about fostering thought and reflection in others. Horton discusses the need to balance managing, leading, and coaching, highlighting that change should be an everyday part of business rather than a one-off project. He advocates for a humann centered approach to improvement, where continuous growth and respect for individuals are paramount. By connecting on a personal level and engaging teams in meaningful conversations, leaders can inspire a highly engaged workforce dedicated to making incremental improvements every day. KEY TAKEAWAYS Coaching Through Questions: Asking questions is a powerful tool for coaching, but the true success lies in generating thought and reflection in the individuals being asked, rather than simply obtaining answers. Situational Leadership: Effective leadership requires a balance of managing tasks, leading people, and coaching gaps. The approach should be tailored to the specific situation and the needs of the individuals involved. Continuous Improvement: Change should be integrated into daily operations rather than treated as a one-off project. Engaging employees in continuous improvement fosters a culture where everyone contributes to enhancing processes and outcomes. Respect for People: Emphasising respect for individuals and their contributions is crucial. A highly engaged organisation thrives on mutual respect, collaboration, and a shared commitment to improvement. Holistic Engagement: To achieve organisational success, it is essential to engage employees' heads (through thought-provoking questions), hearts (by inspiring them towards a common goal), and hands (by involving them in meaningful work). BEST MOMENTS "The success of asking a question is not in receiving an answer, but in generating thoughts in the people that we've asked the question of." "Change needs to be, or should be, an everyday business as usual part of every single role because those who do the work know most about it." "If we truly embraced those two principles, joined them together and made them business as usual for everybody, then everybody will be working to do the right thing at the right time every single time." "It's about improving that task at hand as well in a collaborative way." "Change and leadership is not black and white because not every person is the same." 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 critical concept of empowering the right person to do the right thing at the right time, every single time. He emphasises the importance of clarity in roles and responsibilities within an organisation, highlighting that not everyone is the right person for every task. Lee discusses how leaders can create an enabling environment through clear expectations, open communication, and trust, allowing individuals to act confidently based on their awareness and experiences. By fostering a culture where responsibility is shared and acted upon with urgency, leaders can ensure their teams thrive. Tune in to discover practical approaches to enhance operational excellence and empower your team effectively. KEY TAKEAWAYS Empowerment of the Right Person: It's crucial for leaders to identify and empower the right individuals within their teams to take responsibility and act at the right time, rather than assuming that everyone should handle every situation. Clarity in Roles and Responsibilities: Clear communication of roles and responsibilities is essential to prevent confusion and ensure that team members know when they are the right person to act. Setting Clear Expectations: Leaders must establish clear standards and expectations for what constitutes the "right thing" to do in various situations, aligning these with the organization's goals and values. Creating an Enabling Environment: An environment that fosters trust, open communication, and support is vital for empowering team members to act confidently and appropriately when they are the right person. Understanding Timing: Knowing when to act is as important as knowing what to do. Leaders should cultivate a sense of urgency and awareness of timing within their teams to ensure actions are taken at the appropriate moments. BEST MOMENTS "A successful environment is one where the right individual steps up at the right time, without confusion over roles and responsibilities." "The right thing really should align with expectations and standards." "Leaders must provide clear expectations of what the right thing looks like for various roles and situations." "When the right person does the right thing at the right time, it's a reflection of the environment that the leader has cultivated." "You want the choice to be crystal clear and you want them to act appropriately at the right time." 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 significance of language in the context of business improvement. He explores the use of Japanese terminology, often adopted from Toyota's principles, and the debates surrounding the choice between using familiar English words or introducing new terms. Lee emphasises that words are merely labels and that the real challenge lies in the thoughts and actions they inspire in others. He presents three approaches to introducing new concepts: challenging existing definitions, using foreign words to bypass biases, or creating entirely new terms. Ultimately, Lee underscores the importance of aligning language with the desired actions to ensure that everyone is doing the right thing at the right time, every time. KEY TAKEAWAYS Language as Labels: Words are merely labels for concepts or objects, and the meanings we attach to them can vary significantly among individuals. Understanding this can help in effective communication and change management. Three Approaches to Language in Improvement: When introducing new concepts, one can either challenge existing definitions, use foreign terms to avoid biases, or create entirely new words. Each approach has its own implications for understanding and acceptance. Importance of Thought Creation: The primary goal of using language is to create specific thoughts in others that lead to desired actions. It's essential to focus on the thoughts generated by the words used rather than the words themselves. Emotional Connection: Words and actions should aim to evoke feelings, as emotions play a crucial role in influencing behaviour. As Maya Angelou famously said, people may forget what you said or did, but they will remember how you made them feel. Alignment of Thinking and Action: To achieve effective outcomes, it is vital to align the thinking of individuals with the desired actions. Misalignment can lead to confusion and hinder progress, making it crucial to ensure clarity in communication. BEST MOMENTS "Words are just labels that we give that thing... and we may use the same word to articulate a completely different point." "It comes down to the thinking and the thoughts that are created with the words that we use." "The name of something is just a label. It's the thinking that you're creating in the people that you are wanting to do something that is important." "It's a thinking challenge, not a new dictionary challenge. We want to create the right thoughts in the people to do the right thing." "People will forget what you said, forget what you did, but never forget how you made them 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 explores the intricacies of leading effective daily conversations within organisations. Building on previous discussions about tiered meeting structures, Lee outlines 12 essential skills that leaders need to master to engage their teams and maximise contributions. He emphasises the importance of creating a safe environment for open communication, interpreting information clearly, and transitioning from information-sharing to actionable steps. By addressing common pitfalls and offering practical approaches, Lee encourages leaders to reflect on their capabilities and seek support in facilitating impactful daily meetings. KEY TAKEAWAYS Importance of Daily Conversations: Regular meetings, whether called stand-ups, huddles, or performance cells, are crucial for engaging teams, aligning information, and ensuring everyone is on track to meet organisational goals. Leader Preparedness: Leaders must be equipped to facilitate effective daily conversations. This includes skills in public speaking, engaging team members, and creating a safe environment for open communication. Structured Approach: A successful daily meeting should follow a structured approach, including setting the tone, interpreting information clearly, asking open-ended questions, and ensuring clarity on next steps and accountability. Encouraging Participation: Leaders should foster an environment where team members feel safe to share their thoughts and feelings without judgment, promoting a culture of collaboration and collective problem-solving. Motivation and Clarity: At the end of each meeting, it’s essential to ensure that team members leave feeling motivated and clear about their roles and responsibilities for the day, which contributes to overall productivity and morale. BEST MOMENTS "Done right, these can be the most powerful opportunity to engage your people and enable them to maximise their contribution." "Just because they lead a team does not mean that they can lead an effective daily conversation." "You want to create as many thoughts in your people. You want to get as many ideas and suggestions from your people as possible." "How comfortable are you as a leader getting a single owner for activities and actions and then pinning them down to a date?" "You want people to feel motivated, positive and ready to go and make a positive contribution 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 crucial concept of connection within the framework of successful change initiatives. He reflects on his frequent use of the term "connection" and emphasises its importance as the first of the Four Cs: Connection, Conversation, Collaboration, and Celebration. Lee shares insights on how to foster genuine connections with team members, highlighting the significance of understanding individuals on a personal level, communicating transparently, and adapting communication styles to suit different audiences. He also discusses the value of creating an inclusive environment where all voices are heard and the importance of celebrating small wins to maintain morale. KEY TAKEAWAYS Importance of Connection: Connection is the foundation of effective communication and change management. It is essential to prioritise building relationships before introducing tools or processes. Person-Centric Approach: To foster connection, it's crucial to view team members as individuals with unique experiences, challenges, and motivations. Taking the time to understand them enhances trust and openness. Transparent Communication: Open and honest communication is vital for building trust. Clearly explaining the reasons behind changes and how they benefit both the organisation and the team encourages engagement. Adaptability in Communication: Tailoring communication styles to suit different audiences is important. Understanding how individuals prefer to receive information can significantly enhance connection and engagement. Fostering Inclusion and Celebrating Wins: Creating an inclusive environment where all voices are heard and valued strengthens connection. Additionally, recognising and celebrating small wins keeps morale high and encourages ongoing engagement. BEST MOMENTS "Connection is the start of the Four Cs: Connection, Conversation, Collaboration, Celebration." "Tools don't lead people. Tools can't influence. Tools can't inspire. People do these things." "Open and honest communication is the cornerstone of connection." "Finding common ground takes time, takes your ability to ask questions, but also having a genuine interest in that person." "Connection is far more than a word. Connection is a feeling between two 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.

Lee engages in a great conversation with Tommy, a video testimonial expert originally from Leeds, now residing in Malta. Tommy shares his unique journey from a challenging upbringing to discovering the power of video testimonials in business. He emphasises the importance of creating a safe space for clients to express their feelings and experiences, which ultimately leads to authentic and impactful testimonials. Throughout the discussion, Tommy provides valuable insights on how to maximise the effectiveness of video testimonials, the significance of emotional connection in storytelling, and the art of asking the right questions. KEY TAKEAWAYS Importance of Emotional Connection: Building a safe space for clients to share their feelings and experiences is crucial. This emotional connection leads to more authentic and impactful video testimonials. Value of Real Results: Effective video testimonials focus on concrete outcomes rather than abstract benefits. Testimonials should highlight specific results, such as increased leads, reduced stress, or improved relationships. Maximizing Testimonials: To get the most out of video testimonials, ensure they are easily accessible to clients and suppliers, incorporate them into webinars, and reuse the entire interview content for additional marketing materials. Ongoing Relationships: Maintaining strong connections with clients is essential. Regular check-ins and accountability help ensure that clients utilise the services they’ve paid for, leading to better outcomes and referrals. Storytelling Through Questions: Asking open-ended questions that encourage clients to share their stories and feelings can reveal deeper insights. This approach not only enhances the quality of testimonials but also fosters a more engaging and relatable narrative. BEST MOMENTS "What I noticed was that after a short amount of time, the way he wrote sounded like the way I talked. And I liked that. The light bulb went off." "How do you make somebody feel safe? Because in every business, we want everybody to feel safe and that they can contribute their thoughts." "A great testimonial talks about real results, not abstract ones that are kind of all feel good, but no substance." "I realised that the trick to getting people to hang around longer with you was to get them to open up and feel like they were the ones who had the spotlight." "It's all about connection and relationships... It's about how you deal with 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.

Lee engages in a compelling conversation with former professional goalkeeper Lee Robinson, who has transitioned into a modern-day goalkeeping coach and entrepreneur. They discuss Robinson's journey from a challenging football career to his mission of transforming goalkeeping training through innovative methods and specialized gloves. The episode delves into the importance of character, work ethic, and decision-making in goalkeeping, contrasting traditional views that prioritise physical attributes like height. Robinson shares insights on how he aims to empower young goalkeepers by encouraging them to embrace mistakes in training to enhance their performance in games. This episode not only highlights the parallels between sports and business leadership but also emphasizes the significance of mentorship and personal growth in achieving success. KEY TAKEAWAYS Character Over Size: The importance of a goalkeeper's character and decision-making skills outweighs physical attributes like height. A smaller goalkeeper with a strong character can be more effective than a taller one lacking in these qualities. Learning from Mistakes: Making mistakes in training is essential for growth. The approach encourages goalkeepers to make errors during practice to avoid repeating them in games, fostering a mindset that values learning over perfection. Innovative Training Methods: The use of specialised training gloves that challenge goalkeepers to improve their catching skills and decision-making under pressure. This method aims to make training more realistic and beneficial for performance in actual games. Mental Health Awareness: Acknowledging the mental challenges faced by goalkeepers, including feelings of inadequacy and pressure. The discussion highlights the need for support and guidance to help young players navigate these challenges effectively. Changing Goalkeeping Norms: Advocating for a shift in how goalkeeping is perceived and trained, moving away from traditional methods that focus solely on physicality and technique. The goal is to inspire a new generation of goalkeepers who are confident, skilled, and capable of making smart decisions on the field. BEST MOMENTS "I want to give the benefit of all my underachievements and failures and hard times and help these young goalkeepers not have to deal with what I had to go through." "I think you should have to earn the right to call yourself a professional instead of just leaving school and a couple weeks later having a professional contract." "The best goalkeepers aren't the best technically; they're the best decision makers under pressure." "What you did in those camps absolutely engages the heads of the goalkeepers, engages the hearts of them because they love it, and fundamentally engages the hands and the footwork." "You have to make more mistakes in training to make less in a 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.

In this episode of "Business Problems Solved," host Lee Horton explores the concept of PIP—People, Information, and Product—and explores how these three critical elements must flow harmoniously for an organisation to achieve operational excellence. Lee discusses the importance of engaging the head, heart, and hands of the organisation, highlighting key challenges such as misalignment between teams, burnout, and information overload. He offers practical strategies to foster effective people flow, streamline information flow, and optimise product flow, emphasising the need for connection, conversation, collaboration, and celebration within teams. KEY TAKEAWAYS Understanding PIP Flow: PIP stands for People, Information, and Product (or Process and Services). Achieving operational excellence requires these three elements to flow harmoniously within an organization. Challenges to People Flow: Key challenges include misalignment between teams, burnout or low morale, and siloed collaboration. Addressing these issues is crucial for fostering a motivated and engaged workforce. Importance of Information Flow: Effective information flow is essential for informed decision-making. Challenges include horizontal and vertical communication breakdowns and information overload, which can hinder timely and accurate decisions. Optimizing Product Flow: Product flow represents the processes and actions involved in delivering goods and services. Challenges include bottlenecks, balancing speed with quality, and inflexibility in processes. Streamlining these processes is vital for efficiency. The Four C's Framework: To orchestrate harmony in PIP flow, organizations should focus on connecting people to the vision, fostering constant conversations, collaborating across functions, and celebrating successes while reflecting on areas for improvement. BEST MOMENTS "Does your pip flow or does your pit squeak? PIP stands for People, Information, and Product or Process and Services." "Achieving operational excellence means orchestrating these three flows so that they work seamlessly together." "The heart represents the emotion, the energy, the culture, the motivation of its people, driving engagement and collaboration." "If the energy and motivation are stifled, information flow suffers, which is the head." "Success is not zero problems. Success is a culture of openness and proactivity in dealing with them." 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 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.