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When you compare successful organisations with struggling ones, sometimes the difference is not down to the ‘hard’ factors like assets and funding, but down to the more intangible factors around how people within the organisation behave. The people who lead an organisation shape its culture.
Good leaders make sure that their leadership fosters a positive environment where people are clear about how their work contributes to the bigger picture, know what scope they have to innovate and feel that their work is valued. Do people in front-line roles feel that they can take good ideas to their managers and solve problems when they see them? Do managers delegate appropriate levels of responsibility and trust the judgement of their colleagues?