Every once in a while someone tells me a story of dysfunctional, disruptive, unprofessional, plain old odd boss behavior. Here’s an example, along with some suggestions for how to normalize things with a crazy-making boss... Continue reading
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
Customer service is a tough job. People who work in a pure service role (as opposed to those who but also take orders, provide sales support, or do real selling themselves) spend the vast majority... Continue reading
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
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
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
Have you ever had to work with a tattletale? The parallels between childhood tattling and workplace tale-bearing came to mind while I was visiting a friend whose child kept appealing for adult intervention in her... Continue reading
A manager in a creative industry wrote in to ask how she can deal with a colleague who regularly throws hissy fits, all of which follow a similar pattern. The Hisser has a periodic and... Continue reading
I heard from a middle manager who struggles with his senior manager’s unclear delegation and occasional absence of direction. The senior manager constantly shifts assignments, switching up what’s urgent today and what’s important tomorrow with... Continue reading
Let’s say you’ve identified a problem in your organization -- something that’s not working well or isn’t working at all, something that you know should be fixed or changed. And let’s say you’ve already analyzed... Continue reading
Want help coping with conflict?
Download your free Field Guide to help you identify and resolve interpersonal conflicts. You’ll also get Liz’s monthly Workplace Wisdom emails from which you can unsubscribe at any time.