Category Archives: Good People Great


Exceptional Customer Service

Are your clients and customers impressed every time they contact you?
Would they say that dealing with your company is a positive experience?

Excellence in customer service is integral to an organisation’s strategy and planning – it is not just about the standards, systems, products and services an organisation has to offer, it’s also about the attitudes, knowledge and skills of the people who work within the business.

Comprising of 4 x 2.5 hour modules on a fortnightly basis, the Exceptional Customer Service course is delivered through a blend of different learning experiences to produce meaningful results.

Customers are the most important person in any business; they are the lifeblood of the business. In fact the customer is the end goal of business, since it is the customer who pays for supply and creates demand. Meeting the needs of the customer is the overriding purpose of the work of every employee in every organisation.

This course supports the planning and implementation of goals to improve personal and your teams customer service performance – delivering an identifiable Return on Investment for the employer.

This short course is available in an Open format with Participants from other organisations or as an In-house course with a team or whole organisation within the workplace. Open course dates are listed above, for In-house enquiries contact us.


The best way to achieve success in 2018

How can you achieve success in 2018?

One of the best ways to achieve success is to develop your own self-confidence!  Start every activity in 2018 without giving mental recognition to the possibility of defeat.  Concentrate on your strengths rather than your weaknesses; on your powers rather than your problems and on your opportunities rather than your obstacles.

To develop supreme confidence in yourself and your ability to succeed, identify your goals for the year in all areas of life and then outline clear plans of action for each of them.  Nothing gives you more confidence than having clear-cut knowledge of the actions you plan to take and the order in which to take them.  The mere existence of a written plan of action contributes immeasurably to your self-assurance and self-confidence.  The most important source of self-confidence is knowing that you can take the actions and make the necessary internal changes that are needed for your goals to become reality.

Confidence in yourself enables you to deal honestly with your shortcomings and compels you to consistently make corrections.  Confidence comes from experience. Experience comes from know-how.  Know-how comes from having the courage to submit yourself to obstacles, situations and circumstances from which the average person shies away.

Self-confidence stimulates your creative imagination.  No matter what you undertake, you will never do it until you think you can.  You will never master it until you have the confidence in yourself to act first in your own mind.  Anything you undertake must be mentally accomplished before it can be materially accomplished.

The primary element at the beginning of any goal, the one factor which will guarantee its success, is confidence in the beginning that it can be done.  The major difference between high achievement and failure is confidence – confidence builds your self-image.  You either succeed at failure or you succeed at success.  Both of these results are outward expressions of the attitude you hold toward them.  You can either think lack or abundance, poverty or plenty, obstacles or opportunities.  The choice is yours!

The degree of success you achieve in 2018 will be governed by your level of self-confidence and the degree of determination you apply to achieving your goals.  Every time you say to yourself, “I can do it, and I will do it,” you are strengthening your determination and reinforcing your positive self- image.  You are forming a habit of thinking which will manifest itself in behaviour that generates success.  You begin to look for ways that things can be done instead of looking for reasons why they can’t be done.

Determine to be successful in all areas of your life in 2018 by developing your confidence and taking control over your future! An LMA course could be a great first step – Click Here.


Act Now

The culture of nothing really happening in the New Year until after January seems to still ring true. We then go into the February panic period when we realise that the first quarter is half over and we don’t have a solid plan in place.

If developing your people is one of your necessities or goals for 2018 – start early. LMA has several courses starting in February/March, including High Performance Management which specifically addresses strategic planning and change management and The Performance Edge, a personal development course that develops the ‘total person’ through our unique development process, achieving permanent behavioural change which dramatically improves all facets of participants’ lives, professionally as well as personally. 

Click here to view our 2018 Course Schedule.


Spotlight on LMA Graduate

Dwight D. Eisenhower once said “Leadership is the art of getting someone else to do something you want done because they want to do it.” LMA Graduate Michael Carnell is a walking testament to this, thanks in part to his professional development during LMA’s High Performance Management course.

Michael is both a Director at South Haven Group and its Director of Investment. In his role, he is responsible for South Haven’s investment strategy, acquisitions, management, disposals, investor relations and major negotiations. He has significant experience in all aspects of real estate investment, development, asset management, construction and business administration. He undertook LMA’s High Performance Management (HPM) course which commenced at Glen Iris in November 2016.

“I was the first person from South Haven to undertake a LMA course. Both the company and I were attracted to the HPM course as an opportunity to invest in a greater understanding of what it takes to be an outstanding leader in today’s corporate environment,” says Michael.

Throughout the course, his colleagues at South Haven were very interested in hearing what Michael was learning and understanding how they could apply these lessons to the betterment of the group and themselves.

South Haven Group is a privately-owned creator, investor and owner of quality properties. It focuses on delivering excellent outcomes for our tenants, investors and partners in all phases of the property investment, development and ownership cycle.

“The course reaffirmed that effective communication is the lifeblood that courses through an organisation’s veins and keeps it alive and functioning. It provided so many useful learnings and tools which I continue to implement and practice with particular focus on the importance of teamwork, communication, delegation and empowerment of others.”

“The combined benefit has been less stress coupled with increased productivity, time to listen, lead and strategise,” according to Michael.


Three Cheers for the High Achievers

As 2017 draws to a close we would like to celebrate the thousands of people who have participated and graduated from an LMA course this year.

As high achievers, we hope that you continue to practice LMA’s teachings, utilise the tools within the workplace and set goals in both your personal and professional lives.



Here is some of the feedback from LMA graduates in 2017.

Remember that high achievers:

  • Think positively (Above the Line)
  • Are willing to pay the price for success
  • Are willing to accept personal responsibility
  • Expect to succeed
  • Set goals in all areas of life
  • Are on a journey of self-discovery and self-improvement

Congratulations to the 2017 Graduates of Leadership Management Australasia!


Time to Look Ahead

As talk of the festive season and 2018 starts to become more common in your work and personal life, it’s a good idea to take stock of the progress you’ve made toward your various goals this year.

For many people, this can be a time for celebration and happy reflection. For others, this review period can be less pleasant. If you didn’t achieve all the goals that you set at the beginning of the year, you may feel like you have failed. No matter how many goals you have achieved, or what progress you may have made, now is the perfect time to recalibrate your thinking and address the year that was.

We generally think about goals in terms of completion. If something is left unfinished or unfulfilled, our self-esteem can take a hit, we can become disheartened and our motivation drops. If this thinking sounds familiar to you, it may be time to reframe how you view your own version of success.

If you’re stuck in the traditional end of year thinking pattern, try readjusting with the following:

  • Think About your Big ‘Wins’ of the Year

The best thing about adjusting your thinking from goals alone to include ‘wins’ is that the scope of achievement can be expanded to take in so many more moments of personal advancement that may have happened throughout your year. For example:

  • Did you develop your abilities as a leader?
  • Did you develop new abilities and skills?
  • Did you create or deepen new and exciting relationships?
  • Did you make progress in your own self-development?
  • Question Whether your Desires and Focus has Shifted

Life is dynamic and ever-changing. It is natural that within the time from January to now your primary focus and driving motivators may have changed. Acknowledge these potential changes and make time to determine your new focus and where the motivation behind it may lie.

  • Start thinking positively about 2018

After you have evaluated where your focus may be heading into the new year, sit down and review your long-term goals. Write down again the goals you are currently working on and add new ones for 2018.

Remember, to be the most effective goals need to be SMART – specific, measurable, attainable, realistic and tangible.

Look Ahead, Congratulate Yourself

Periodic review is essential to the process of growth and goal achievement. However, the key is to acknowledge, appreciate, and celebrate what you did accomplish, and then to refocus on the goals that you still want to achieve. While this normally happens at the end of the year, it is always helpful to remember that time periods of achievement are different for everybody. Think positively about what you have achieved and look ahead to all you can possibly undertake in the New Year.


Are your Values Valuable?

What are your values? Before we can talk about specific values as they apply to your work or career, we first have to touch on what values are in general. They are the beliefs and ideas that are important to you and which you use to guide your everyday actions. Examples of what may constitute your Individual core values may be honesty, self-respect, work hard, and achievement.

These overarching principles are an important part of who you are and what paths you choose to follow. It’s important to understand what internal and external forces can be at play when it comes to the decisions we make, and why.

Intrinsic and Extrinsic Values – What is the Difference?

We all have both intrinsic and extrinsic values that affect the choices we make. Intrinsic values have to do more with our internal motivations. Do you like helping others? Do you enjoy the work you do because it is challenging?

Extrinsic values are more concerned with the by-products a decision or action may have. They refer to what you get out of making a choice or decision – in other words, the external rewards. Will you earn more money? Will you be recognised by your peers? Will you be known as a valuable leader?

Identifying your Work Values

Ignoring your values, particularly when it comes to your work, will greatly diminish your chances of being satisfied with your career or job. As such, it is imperative that you identify them early on within your career to make sure that you get the most out of your working life.

One of the easiest ways to determine what your important work values are is to compile an inventory of work values and rank them in order of importance to you. By having this list ready and close to you, it allows you make informed decisions when it comes to your work choices and where they may lead you.

Some examples of value items that could appear on your inventory may be:

  • Independence: freedom to work and make decisions on your own
  • Relationships: positive working connections with co-workers
  • Support: having supportive management
  • Helping Others: assisting individuals or groups
  • Job Security: a high probability that one will remain employed
  • Collaboration: working creatively with others
  • Helping Society: contributing to the betterment of the world
  • Compensation: your pay rate
  • Leadership:  managing others
  • Influence: affecting people’s opinions and ideas

Do any of these resonate with you? Write down your values and keep a note of when they change, when new values are added, and how the order of importance may shift.


Positional Leadership v Personal Leadership

If you walk into many organisations in most industries, you will likely encounter the staffing phenomenon of those in positional leadership roles, and those in personal or real authentic leader roles. What will often separate the more forward-thinking, aspirational and focused organisations from others is the ratio of real authentic leaders compared to the number of positional leaders.

What differentiates a positional leader and a personal leader?

Positional leaders operate from a traditional or formal understanding of power. Someone who holds a position of power, say a CEO, CFO or COO, can reasonably assume that a large amount of power is granted to them based on their title alone. Leaders who operate from a positional standpoint alone are often unable to look beyond the roles and responsibilities of the title to see how their performance, attitude and general behaviour affects others.

Authoritarian by nature, positional leaders often rely solely on their formally defined responsibilities to influence or coerce others to obey them. Unfortunately, those who operate using this type of leadership style have fundamentally misunderstood how great leaders work to secure and maintain the loyalty of those around them.

On the other hand, personal power comes from being someone worth following and looking to for direction. Authentic leaders or personal leaders operate far beyond the formal responsibilities of their position. Those who operate with a personal leadership mindset are more focused on organisational and business growth, motivation of those around them, and the overall engagement of the entire team.

While personal leadership also can involve positional leadership in times of trial, stress or necessity, it is not used as the defining factor for influencing others. Rather, a strong personal leader will be highly respected because of their ability to juggle responsibility, while also being able to be relied on by those around them.

Developing personal leadership qualities amongst those outstanding performers in your team is essential for your business to grow around the qualities of self-leadership, self-respect and self-management. Similarly, those who aspire to be leaders would be advised to invest in their own self-leadership, and develop their personal power, trusting that opportunities to influence others will surely come.

Remember, leadership is not necessarily about the title someone holds or the designation of duties. It is more about the impact, influence and inspiration that someone has over a group of people. More often than not, the real power of a position comes from more than just where they may sit within an organisational chart; it comes from how authentically they can hold a team together, generate enthusiasm in others, and make a genuine difference in an organisation.

Are you a good manager?

LMA’s complimentary and confidential DIY Leadership Management Competency Analysis can provide you detailed information on your leadership style.
Click here to start the Leadership Management Competency Analysis



Please provide your contact details via our form to hear more about this opportunity.

Download the brochure.

Build your own successful training business using our proven model and unique learning processes.

Leadership Management Australia is a registered training organisation, focused on professional and personal growth. We have more than 40 years’ experience offering nationally recognised, accredited courses, and are a recognised authority in the Australasian training and development field.

If you’re passionate about developing people and changing their lives, or have experience in business leadership, mentoring, or coaching, becoming a LMA Licensee is the business opportunity you’ve been searching for.

  • Proven, simple business model
  • Training and ongoing support provided
  • Fun and supportive company culture
  • Strong work/life balance
  • No previous training experience required

Extensive national marketing and support

As part of our network of Leadership Management licensees, you’ll have access to our extensive and ongoing national marketing strategies, including a strong social media presence, ongoing public relations across a range of media streams, and strategic alliances with peak industry bodies.

We’ll provide you with training and support so you can be confident in running your own business smoothly and successfully. This support is ongoing, and will continue through all aspects of your business.

Please complete the form to find out more, or Call us now on 1800 333 270


Build a Strong Foundation for Success

When you participate in leadership development training, you’re building on your previous experience and success. Your improved skills will enable you to get more done in less time and with less wasted effort, and as a result, you will become increasingly valuable to your chosen organisation.  Improved skills means less stress related to your responsibilities, so you will find yourself enjoying your job even more.

As you grow as a Leader, you will have a positive influence in three areas:

  1. In the organisation overall,
  2. With your own team members, and
  3. The work climate as a whole.


  • Your influence in the organisation: Organisations are much like human beings. Each copes with challenges in its own characteristic way and, operates in a manner designed to preserve its existence and succeed. An organisation is simply two or more people working toward a common goal. Regardless of the size of your organisation, being a leader calls for willingness to identify with your organisation’s purpose, to support it with your attitudes and your actions, and to facilitate the changes needed for the organisation’s ongoing success. Regardless of the type of your organisation – whether it’s a provider of services, a distributor of goods, or a manufacturer – you’re expected first of all to get results through your people in order to operate at a profit. Given defined human and financial resources, you must reach certain productivity goals. The nature of “profit” takes different forms according to the nature of the organisation, but the principle is the same.  “You are effective as a leader only when you manage the available resources to make the product or service worth more to the organisation than the cost of producing it.”  Although your personality characteristics and skills are important, your value to the organisation is generally measured by how effectively you’re fulfilling its mission and achieving cost-effective results.
  • Your influence on team members: In addition to understanding your responsibility to the organisation, you must also understand the needs and wants of the members of your work group. If you concentrate exclusively on your own needs and goals and neglect those of your team members, a deep rift in team relationships could develop. If you’re achievement oriented, you may be tempted to boost your own self-esteem by downplaying the contributions made by other team members. But when other team members feel that their efforts have been ignored or that their value has gone unrecognised, they view themselves as relatively unimportant to the organisation. Consequently, they feel less responsibility for being personally productive. Avoid this destructive pattern at all costs! Both you and your team members will enjoy the positive results of shared responsibility, achievement and recognition.
  • Your influence on the work climate: When you adopt a no-limitations belief in the potential and worth of every individual, you begin coaching each team member with an enthusiasm that says, “You can do it!” Your confidence in them gives them maximum opportunity to grow, to meet their own needs, and to contribute to the success of your department or work group. When you believe in the ability of people to perform productively, your expectations become a self-fulfilling prophecy. People tend to live up to what’s expected of them by others, especially by those they consider authority figures. When you demonstrate that you believe your team members can succeed, they’re willing to take more growth risks. A no-limitations belief in people also makes it easier for you to delegate various responsibilities and to trust your team members to get the help, resources and training they may need to successfully complete the tasks you assign. When you demonstrate your confidence in their ability to perform successfully, they will accept the challenge and work harder to meet your expectations.