I’ve recently been working on a comms and engagement strategy for a major change programme and have been a little taken aback by how much emphasis is placed on 'on paper' structures and hierarchies. Apparently I’m a bit of a maverick, because I care as much about what Beryl on reception thinks about the change as I do about the guy bankrolling the project, even though she doesn't appear on the organogram. Now, I’m perfectly aware of the constant struggle between cuddly comms

We’ve all been there. That shop with great product, beautifully-crafted interiors and slick marketing, with disengaged employees who ruin the whole experience. Or the creative agency with free fruit, a ping pong table and inspirational quotes on the walls, where bitching in the open plan kitchen resonates throughout the whole building. Your people can make or break your brand, so it’s vital that you – and they – understand the role they play in your business’ success. Of cour