Episode description

In this episode, Richard Pharro, CEO of APMG International, is joined by Robert den Broeder, managing director of OBM Dynamics B.V. and a seasoned coach and trainer. 

Robert shares his journey from teaching service management to exploring the critical role of human behaviour in achieving management excellence. Through his extensive research and practical experience, Robert unveils how Organizational Behavior Management (OBM) can address common business challenges such as improving safety, compliance, quality, and productivity.

In our conversation, Robert discusses the significance of understanding and influencing behaviour to foster a positive organisational culture. He emphasises the importance of leaders recognising behavioural motivations and implementing simple yet effective interventions to drive desired outcomes. We explore the concepts of Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and the emerging Experience Level Agreements (XLAs), and their impact on performance and customer satisfaction.

Robert demonstrates how OBM principles can transform leadership practices, enhance employee engagement, and ultimately lead to better customer experiences; he shares practical insights on developing leadership skills, setting precise behavioural expectations, and reinforcing positive actions to create a more motivated and productive workforce.

Tune in to learn how understanding and managing human behaviour can unlock the full potential of your organisation, making a significant difference in both employee and customer satisfaction.

LINKS:
🔗 Connect with Robert: linkedin.com/in/robertdenbroeder
📝 Find out more about how the Organizational Behaviour Management (OBM) training and certification can help you advance your career: apmg-international.com/obm
📝 Find out more about how the Experience Collab Certification and Training can help you advance your career: www.apmg-international.com/product/experience-collab-certification-and-training
🌐 OBM Dynamics: obmdynamics.nl/
🌐 Find out more about APMG certifications: apmg-international.com/our-services/certifications