There’s no shortage of sports metaphors in leadership and team theory. I was personally reminded of why those stories resonate so strongly during a training session last week...So what is it that makes a team work well?

This week, thanks to a series of convoluted problems and errors with my laptop, blackberry and printer (oh yes, all three!) I've had the opportunity to observe how various companies deliver on their promise of customer service...and it's prompted me to think about the impact of leadership on a service culture.

Confidence has often been quoted as the critical component of effective leadership.

But the application of that confidence is often misconstrued by the leader and their team.

So what is the best way to harness confidence in your own leadership style?

Much has been written about the key to effectiveness leadership.

Here is a thought provoking view presented by a senior leader in an ASX Top 50 company....