Workplace Wisdom

26 Jul 2016

How to End Meeting Madness and Get Better Results

Some of my clients go crazy with meetings. They schedule them back to back, invite a cast of thousands, start late and in disarray, drag on unproductively, and end late without closure. Suddenly, everyone is grabbing their stuff, still talking as they push past the people standing clustered outside the door, waiting to come in for the next meeting. At these meetings, even when discussions seem to result in agreements, it’s hard to tell afterwards if anything actually gets done. […]

19 Jul 2016

From Urgent Care to Important Care: Design Considerations

Last Friday, I went to the new Northwell Urgent Care two blocks from my office. (I’m fine now.) It was a well-designed customer experience, and so different from the typical medical office intake, that it’s a useful example for other service interactions. Walk Right In, Sit Right Down As you enter the facility, a touch screen on a stanchion asks you to input your name and cell number, tells you the wait time (0-15 minutes for me), and asks you […]

12 Jul 2016

“Diversity and Inclusion” Programs Are Failing. Now What?

Research from McKinsey confirms that diversity leads to better financial results, competitive advantage, employee satisfaction, and other success factors. But a Deloitte report shows that most organizations aren’t prepared to deliver on that promise. All too often, people with differences feel required to assimilate to be accepted. They adopt “covering” behaviors in the face of the dominant culture’s norms, suppressing their own natural actions and responses. Not assimilating can mean being judged as uncooperative or a poor fit, and possibly […]

05 Jul 2016

How to Get the Best from an Anxious Leader

After working for a number of months with a vice president who’s had a successful career trajectory in a well-regarded firm, I realized that every few years I meet leaders who are noticeably anxious — even among the senior ranks. They’re usually intelligent, knowledgeable, technically proficient people who care about others and want to perform well for their organization’s sake as well as their own. Unfortunately, they may not have had the right development at crucial points in their careers, […]


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