To improve profitability in the twenty-first century, organisations are focusing on the major priorities of delivering better customer service via higher quality, faster response and greater innovation. To achieve this, progressive companies are replacing cumbersome organisation structures with more flexible ones, to focus on the main objectives of satisfying customers’ needs and maximising profit.

These changes have led to a revolution in the management of people.

Team working and flexibility are the norm, with people empowered to make decisions and satisfy customers. Rigid functional boundaries and bureaucratic systems of working have been removed and been replaced by smaller, process driven teams, with flexible systems.

Changing Attitudes and Behaviour

Attitudes and behaviour can be changed by the right sort of training and development.

Knowledge by itself is not enough. Knowledge which is not put into practice will not lead to permanent changes to attitudes and behaviour. This is why traditional training methods such as lectures and seminars have limited value in the context of changing behaviour. They equip people with information, but unless that information leads to a real difference in the way in which they operate, the benefits of lasting change cannot be achieved.