From Stress to ‘Stress‑Free Customer Service’: Dr. Gervase Bushe Explains Generative Change

Dr. Gervase Bushe, Professor of Leadership and Organization Development at Simon Fraser University’s Beedie School of Business, joined the Business Talk podcast to explore how generative change can transform organizations facing complex, deeply entrenched challenges. Drawing on his acclaimed book The Dynamics of Generative Change and a vivid case from a large construction supply organization, he explained how shifting from top-down, problem-solving approaches to participative, purpose-driven processes enabled 200 disengaged, unionized employees to co-create “stress-free customer service” and spearhead a full digital and cultural transformation in just 18 months, without a grand plan or major new budget. Through this conversation, Dr. Bushe highlighted the crucial role of senior sponsorship, the distinction between technical problems and adaptive challenges, and the power of generative images and dialogic leadership to unlock ownership, innovation, and sustained change across all levels of an organization. This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com. Disclaimer: A. The background music incorporated in this video is the intellectual property of its respective developer and is protected under applicable copyright laws. Notwithstanding that it is a free-to-use version, Business Talk, Global Management Consultancy, and Deepak Bhatt do not own, and expressly do not claim, any rights, title, or interest in or to this music. B. Dr. Gervase Bushe shared valuable insights from his book The Dynamics of Generative Change in an engaging episode of the Business Talk podcast. The uploaded video contains copyrighted content, so changing any graphics, music, or on-screen appearance of the author or host is not allowed.