Workplace Wisdom

15 Aug 2017

What Can You Do When a Customer Explodes?

I just watched a customer take offense in a situation where no one was actually in the wrong. She reached into an awkward — although salvageable — circumstance, and pulled out a negative experience for herself — and a terrible experience for the employee trying to help her. Round 1: The Customer Picks a Fight Over a Price I was finishing a cup of tea in my favorite frozen yogurt place when a customer came in and ordered two large […]

08 Aug 2017

What to Do When You Have Trouble Praising Employees

Practically every executive knows that praise is a crucial management tool. Gallup research shows that when managers recognize employees’ strengths and positive characteristics, rather than focusing on their weaknesses and negative characteristics, employee engagement goes up significantly. But what are your options if praising employees feels foreign and uncomfortable to you? Many executives feel awkward, if not downright resistant, about praising employees, no matter how successful they are otherwise. I’ve observed this situation particularly with individuals whose family or academic […]

02 Aug 2017

How to Manage Someone Who Thinks Everything Is Urgent

This article originally appeared on hbr.org. We’ve all been in situations in which we couldn’t wait for a slow-moving or overly cautious employee to take action. But at the other extreme, some employees have such a deep need to get things resolved that they move too quickly, or too intensely, and make a mess. They may make a bad deal just to say they’ve made it, or issue a directive without thinking through the ramifications just to say they’ve handled a problem decisively. […]

01 Aug 2017

Why Do Hot Shot Hires Crash and Burn?

Recently, I’ve been asked by several business leaders how to find new executives who have a variety of specialized expertise and who will work out in their companies without causing organizational strife, and without “throwing the baby out with the bathwater:” disrupting the original culture or norms so much as to leave them unrecognizable and broken. This concern is expressed by leaders who do not have the desirable specialized skills themselves. Why is this such a problem? The Usual Scenario […]

 

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