Thinking on leadership, teams, culture and customer experience. Mostly about what's under the surface.
Scripts and service standards change what people say for a few weeks. If you want the change to hold, you have to work on what people believe about the customer, and about themselves.
Values workshops and engagement surveys describe a culture. They don't change one. What changes it is whether people's basic psychological needs are met, every day, by the people leading them.
Used properly, the Enneagram isn't about labelling people. It's about understanding motivation, which is the thing most team interventions never get to.
More regularly on LinkedIn.