One thing my years in L&D have taught me is this: In a real crisis, people don’t rely on what they memorised. They rely on the person who stays steady. I saw this in the Maldives, well after the Boxing Day Tsunami. We had all the checklists. Everyone was trained. But one early morning, a sudden surge of water swept across the island. For a fraction of a second, the resort was ankle-deep in seawater. Our Night Manager, usually calm on any shift, was suddenly frantic. Not becau

The biggest mistake in L&D is confusing activity with impact In Learning & Development, the toughest word to say is often “No.”  Not...