Workplace Wisdom

16 May 2017

What to Do When Priorities Are in Conflict

Expand your market share. Increase your margin. Reorganize your team. Given the constant drumbeat of new and changing initiatives, it’s reasonable to wonder which priorities are truly the most important. I hear about this from clients with great frequency: “We just can’t get to everything.” “We’re not making enough progress.” “We do a new strat plan every few years, but we don’t seem to have moved any further.” Try Not to Lose Your Way It’s hard to work on more […]

09 May 2017

This Is How to Give Feedback but Not Make People Feel Stupid

“Oh, heavens,” I thought, “I’ve offended her!” I had wanted to be helpful and friendly, but instead I was confusing and possibly insulting — I had given feedback as if the problem was with the person, not with the situation. Here’s what happened: The traffic sequence at the five-way intersection on the corner where I work is totally non-intuitive, and the cycle of lights seems to take forever. So the other day, as I approached the intersection, I did what […]

02 May 2017

How to Counteract Two Hidden Problems of Developing Leaders

Clients often ask me to design or participate in their leadership development programs. These programs require significant investment, so senior leaders view them as a way to groom and strengthen high-potential employees — the ones they hope will become change-makers and their eventual successors. But even development programs meant for high-potential employees can sag in the middle: Maybe only a few of the planned courses are delivered, employees complain that their time isn’t being well spent, or the company doesn’t […]

25 Apr 2017

Is It Time to Shake Up Shake Shack?

How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built on both good service, defined as the technical delivery of a product, and ‘enlightened hospitality,’ which is how the delivery of that product makes its recipient feel…‘You must make customers feel that you’re on their side.’” But recently, I visited a Shake Shack in Terminal […]

 

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