How to Avoid the Drama Triangle

Here's an amazing coincidence. I am writing this tip on my iPad, musing on how people deal with frustration and disappointment, an important topic for franchisees and franchisors. My wife Ann is carefully driving us down a winding mountain road as there are major road works and obstructions. In front of us two motorcyclists have been fooling around trying to impress ea 
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A Memorable Conversation

One by one we introduced ourselves and why we had chosen this particular group. Our topic was “How to create and maintain happy franchisees”. A buzz was filling the large hall as hundreds of franchise executives in small huddles tentatively started to share their frustrations, questions and suggestions. We were all participating in the Round Tables session at th 
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How to Get Others to Work With You

Have you ever felt frustrated because other people are not working with you? The technical word for this is a lack of collaboration. (By the way my wife, a Latin scholar, tells me the word collaboration comes from the Latin "co" meaning "with" and "labor" meaning "to work"). This is an important issue because collaboration is fundamental to success in so many areas of life, 
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How My Accountant Inspired Me

Who would have thought that visiting an accountant could be an inspirational experience? But there I was, nodding enthusiastically, as my accountant shared some amazing information with me. Before I tell you what he said, let me introduce you to Bernard Curran from BDO, a polite, small man with silver hair, glasses and impeccable dress sense. While Bernard also has a qu 
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What Fred DeLuca taught me at Niagara Falls

Last week I met Fred DeLuca, the Founder of Subway. We were the opening speakers at the Canadian Franchise Association Conference. Fred opened, I followed. Fred's talk was interesting but I was more fascinated by the man himself. He appeared to be low key and easy going - almost dreamy. I figured there had to be more to him than meets the eye. I wasn’t wrong, as I 
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Taking the Pain from Change

Isn't it great when you have one of those light bulb moments and see something familiar in a fresh light? It happened to me last week while facilitating the new FCA Academy course on Franchise Relationships. We were discussing the major causes of conflict, one of these being the poor implementation of change. The Queensland team from Snap-on Tools, who were doing the c 
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Meetings With Remarkable Salespeople

This is the story of a master salesperson who recently made a big impression on me. I was in Malaysia to speak at their national franchising conference. While there I bought a gong. A big, old copper thing with a deep, rich sound. We had been staying with my brother-in-law and he had a large gong in his dining room. It sounded so beautiful I decided I wanted one for my coll 
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Life Lessons from a Las Vegas Taxi Driver

Last week I was in Las Vegas for the International Franchise Association (IFA) convention. I was running late for a dinner meeting a few blocks away so, instead of walking, I decided to take a taxi from the queue in front of the hotel. As I slid into the back seat I felt a little guilty. The taxi driver, a grey haired guy with a beard who looked a lot like Kenny Rogers, 
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Why No Is Not A Dirty Word

I’ve just returned from a two-day lock up with 20 field consultants. We begin these field management workshops with a simple question, “What will make this program useful and interesting for you?”. Usually 10 to 15 hot issues emerge, mostly around how to maintain credibility and deal with resistance or push-back from franchisees. I always learn a lot f 
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Six Strategies to Face Life’s Challenges

Last week I attended a special briefing for psychologists on the Queensland floods. The lecture theatre was packed with over 300 people. Seven distinguished panelists faced us from the front — all researchers and practitioners in the field of disaster recovery. Over the next two hours these experts shared some amazing insights into helping people prepare for and recov 
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