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authority would say well I haven’t heard from Kat, but Marco proactively contacted me (truth be known, I think he knew I had make an error and was being extremely gracious to cover my rather huge faux pas).
The 2nd thing that I learnt (and Marco talks about this in our interview) is to not speculate, pick up the phone (or email). Yes, I speculated that Marco, did not want to do the podcast, wasn’t interested, was too busy, something more important come up. How wrong was I?
From speaking with Marco and these senior executives, I have gained amazing insights into their core essence; they are, caring, intelligent and most importantly generous (both with their time and openly sharing their learnings,
dates of the podcast. Time passed; I had not had a response from Marco. Of course, I started to become somewhat saddened and like most of us would, assumed reasons for his silence, primarily this was he wasn’t interested in doing the podcast.
Then an email landed in my inbox: Hey Katrina, just wondering if you still wanted to proceed?
You guessed it, I had not sent the invite to Marco, I had drafted the email but didn’t hit the most important button: “Send”.
What did I learn? I learnt many things, but the main learnings were: An incredibly busy,
powerful, senior executive, managing a global company turned the situation around. I know many people in his position and level of
About the Author
Katrina Macdermid is rapidly becoming globally identified for presenting her unique and innovative service management concepts both locally and internationally. Her approach to training and consulting is called Human Centred ITIL Service Design which challenges traditional support models and IT metrics typically used to determine how well (or not so well) a service provider is performing.
Katrina is also a published contributing author of the official revised ITIL 4 framework. She is an ITIL Global Ambassador and ITIL Master – (the 3rd person in Australia and around 60 globally) – and Human Centred Design Consultant,
KayJayeM (of which Katrina is the Director), is an ITIL 4 authorised training organisation.
Katrina is the Co-chair (shared with Qatar Airlines) of an Airlines Operation Board representing over 200 airlines. The Board’s primary objective is to improve and help shape the future of airline support models.
I change perceptions with fresh thinking. Redefining the way IT and business mutually support each other, I prioritise people and business outcomes to design the ideal end-user experience.
Katrina is also a published contributing author of the official revised ITIL 4 framework. She is an ITIL Global Ambassador and ITIL Master – (the 3rd person in Australia and around 60 globally) – and Human Centred Design Consultant,
KayJayeM (of which Katrina is the Director), is an ITIL 4 authorised training organisation.
Katrina is the Co-chair (shared with Qatar Airlines) of an Airlines Operation Board representing over 200 airlines. The Board’s primary objective is to improve and help shape the future of airline support models.