Workplace Wisdom

20 Sep 2016

How Can I Help You If I’m Not Listening to You?

“Andy, you’re not listening to me, bro!” I heard this accusation delivered in the hall outside my office in a very tense tone by a fellow with a very tense face. There’s a mortgage brokerage on my floor, and sometimes, when the phone reps are having a hard time with a borrower, they leave their office and talk on their mobiles or headsets in the hallway. Real estate transactions can be stressful. They involve big money, huge commitments, and multiple […]

13 Sep 2016

The Painful Responsibility of Staff Failure

I just got a call from a senior leader: A community outreach staffer was causing his management team some consternation. When he was hired 18 months ago, he’d approached every job with zest, volunteered for extra responsibilities, and was considered a standout contributor. But he no longer seemed as engaged, committed, or happy. Unfortunately, he was behaving as if he were being compensated purely for task accomplishment rather than for creating a consistent and forward-looking community presence. Although one of […]

06 Sep 2016

When We Misread Cues and Get Things Wrong

We like to think we understand what’s going on. But sometimes we get things completely wrong. Take a look at this very short video about how, even with the best intentions, our attempts to understand, please, and get things right can fall short — resulting in confusion, disappointment, and maybe even a little shock. Note the boy’s facial expressions. We’ve all experienced the boy’s feeling of optimism suddenly turning to dread. Seeing this video reminded me of a troubling experience […]

30 Aug 2016

Support Your Frontline and Improve Customer Loyalty

“It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful place — on the boss who hadn’t provided the paperwork that should have been ready for me. It was clear that she had been in this situation numerous times before, and that, unfortunately for her, previous customers had not responded with patience and forbearance. This […]

 

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