Tag: behavior
2 More Ways to Make Service Feel Less Sorry
To improve the service experience for both customers and reps, start by targeting the key elements of service infrastructure that consistently create negative outcomes. After that, there are some deeply human aspects of service that... Continue reading
This Is What to Do If You Have an Overreactive Colleague
It can be very appealing to have an overreactive person on your team because of their strong drive for accomplishment and their very quick response time whenever there’s a problem to be solved. But for... Continue reading
Simple Ways to Reduce Reactivity and Lead More Effectively
If you suspect you’re an excessively reactive manager, you may wonder how to slow things down to help yourself work more effectively and not disrupt your team so much. And you may worry how you... Continue reading
Can You See How Much You’ve Accomplished?
New Year’s resolutions often don’t work because we get a little distracted, lose focus, lack persistence, or slack off. Sometimes we let events or other people’s needs get in the way. But all too predictably,... Continue reading
How to Keep a New Year’s Resolution Any Time of Year
Numerous studies -- and most people’s personal experiences -- show that New Year’s resolutions generally don’t pan out. They’re typically broken within a few weeks and forgotten by March. But that doesn’t mean that you... Continue readingIf It Ain’t Broke, It Still Needs Fixing: Some Thoughts on the Sandy Hook School Shooting
Perhaps the most frightening thing of all about the Sandy Hook School shooting in Newtown, CT is that the system worked. The guns that were used were legally obtained. Some might ask why any civilian... Continue reading
Listen. Do You Want to Know a Secret?
When people talk to you, do you hear everything they’re communicating? Do you recognize the meaning in people’s voices as well as their words to understand what they’re really telling you? Once you’ve known someone... Continue reading
How to Cope with Permanently Unsuccessful Employees
We’ve all passed those storefronts where a succession of stores or restaurants open and close quickly and thought, “That’s a doomed location.” Some employees seem to take on this kind of role in an organization.... Continue reading