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From Content to Application: Lessons in Effective Facilitation

About fifteen years ago, we went to Johannesburg, South Africa, to certify to deliver Franklin Covey's Seven Habits of Highly Effective People. Franklin Covey is a publicly traded company founded by Dr. Stephen Covey over forty years ago. Franklin Covey route to market is through direct offices (offices managed by Franklin Covey Corporate directly) and international partners – the indirect route – through partners like us. Our firm is CEMM, and we are the exclusive licensees for selected countries in East and West Africa. In this context, we went to South Africa to learn how to operate a Franklin Covey international partner office. The Journey Begins The onboarding process included learning the business operations and how to facilitate content. For a new licensee, our first content was the Seven Habits of Highly Effective People. A content, best-selling author, Jim Collins, called “the operating system for personal and interpersonal effectiveness”. According to Jim Collins, managem...
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The Human Element: Why One Act of Care Can Redefine a Customer's Journey

 My recent journey from New York to Kampala, which culminated in me sleeping on the floor of Nairobi's Jomo Kenyatta International Airport, offers a poignant case study in customer experience. It highlights the vast difference between companies that understand and prioritize customer well-being, and those that simply follow protocols. This isn't just a travel anecdote; it's a critical examination of how businesses, particularly in the service industry, can either build unwavering loyalty or erode trust with a single interaction. Twenty-four hours into my journey from New York to Kampala, I found myself sprawled along a corridor at Nairobi's Jomo Kenyatta International Airport. My final flight, booked by KLM, wasn't until the following morning—despite earlier, available options. This wasn't just an inconvenience; it was a stark illustration of how quickly a customer journey can unravel when basic principles of empathy and proactive service are ignored. Consider, ...
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The Valley Before the Mountain: God's Process of Preparation

This article was inspired by a sermon delivered by Pastor Andy Moore from Coastline Church, Canada, to the congregation at Watoto Church, Kampala, Uganda. I encountered this inspiring message about 1 Kings 17 and 18 during a morning walk through the beautiful trail adjacent to Port Mercer and the Bridge Tender House in Princeton. We measure spiritual growth by visible outcomes in our fast-paced, results-driven world. We want to see the fruits of our faith work immediately—the answered prayers, the ministry successes, the personal breakthroughs. Yet throughout Scripture, we find a consistent pattern: before God produces fruit through His servants, He first leads them through a season of preparation. This divine process often involves waiting, isolation, and even apparent setbacks—a journey through the valley before ascending the mountain. Elijah at the Brook Cherith: The Formation of a Prophet Few biblical narratives illustrate this principle more vividly than the story of Elijah in 1 K...
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When Your College Kid Schools You Over Breakfast

I've always prided myself on asking my kids (more like grown-ups) thought-provoking questions. As they've grown, I've tried to engage them in conversations that matter, hoping to glimpse the adults they're becoming. But sometimes, these conversations boomerang back in unexpected ways. Last Sunday, at the charming Maman Cafe on the beautiful campus of Princeton University, I found myself on the receiving end of a lesson from my son David, a junior psychology major at Penn State. As he savored his croque madame and I accompanied my chicken wrap with sips of coffee, "So, based on what you've been studying," I asked between sips of coffee, "what's your preferred research methodology?" David looked up from his croque madame, thoughtfully chewed a bite of the ham and cheese perfection, and replied with the casual confidence that only college students can muster: "Dad, that depends on what you are studying." I sat back, fork suspended mid-...
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