It can be quite startling to recognize how often leaders and other people with authority and status behave ineffectively. Their difficulties can be interpersonal, as when a leader shows favoritism to specific individuals or groups... Continue reading
Leading and developing an organizational culture really means leading and developing the people within it. Culture doesn’t change according to your directives while you’re sitting comfortably in your corner office. It’s not enough to espouse... Continue reading
Perhaps we’ve trained customers to believe that they’re always right or “king” so thoroughly that some of them feel “special” enough to violate institutional norms with impunity. Some of the behavior I witnessed during a... Continue reading
It is not your customer’s job to… …make you feel good or comfortable or safe, …know the constraints you labor under, …understand what you wish they would say or do, …figure out your business model,... Continue reading
Consider these scenarios, each from a different organization, and the unfortunate, but logical, conclusions that can be drawn from each one: A lowest-level manager is disparaged by the other managers in her group because her... Continue reading
When I did a webinar, “Self Management in Frantic Times”, the most popular question that attendees sent in advance had to do with how to say “No.” No, because the request was illogical or unworkable.... Continue reading
Humans weren’t so different five years ago, but many of the conditions of life seem to be. Too much to do too many places to be not enough time not enough help not enough energy... Continue reading
There is no “business as usual” any more. Do you know anyone who isn’t a little more urgent and intense than they were three years ago? Senior people who relied on secretaries and minions now get... Continue reading
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