Category: Leadership
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Kafka in a call centre
Amazon’s customer support has hit new depths: escalation treated as violation, AI dashboards screaming red, and now the support mailbox itself fails. This isn’t customer service—it’s parody. Here’s why leadership culture, not AI, determines whether customers are helped or abandoned
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When leaders stop listening: lessons from an emergency room nightmare
Has poor leadership communication created problems in your organisation? Share this analysis of what happens when leaders stop gathering information, listening to stakeholders, and taking accountability for outcomes
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Why “just copy Singapore” is lazy leadership
Leadership models must be adapted to Vietnam’s context, not copied from Singapore
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Leading neurodivergent and emotionally complex staff
Neurodiversity exists in Vietnamese teams Leaders improve performance through structure and clarity
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When loyalty beats competence
Excerpt: Loyalty stabilises organisations but can suppress capability if left unexamined
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Performance management without loss of face
Feedback in Vietnam requires privacy and dignity Public correction often reduces long-term performance
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Emotional intelligence across cultures
Emotional restraint in Vietnam reflects regulation not disengagement Leaders must recalibrate how they read emotions
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Decision-making under uncertainty in Vietnamese organisations
Decision-making in Vietnam is shaped by responsibility and risk Leaders who clarify ownership see faster and safer action
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Authority, trust, and the boss problem
Vietnamese leadership relies on visible authority and protection Trust grows from consistency not informality
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The hidden cost of harmony
Harmony in Vietnamese workplaces reduces visible conflict but often hides unresolved problems Leaders must understand the psychological cost beneath surface stability
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How leadership actually works in Vietnam
Western leadership models often fail quietly in Vietnam This article explains how leadership actually works in Vietnamese organisations and why understanding hierarchy harmony and authority matters for expat and local leaders alike
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When consumer expectations and business practices diverge: a case study
If you lead or advise in Vietnam, this case study shows how trust collapses when persistence replaces process. Read closely, not to criticise, but to learn how boundaries, refunds, and verification separate professional leadership from transactional pressure