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Workplace Wisdom Blog

How Service Apologies Backfire

If an apology is observably insincere, what’s the point? Politicians, celebrities, and athletes are often taken to task for pro forma or grudging apologies that don’t express true remorse, take responsibility, show recognition of the... Continue reading

Who Defines Your Service Rules?

According to an old Swahili proverb: “When the elephants fight, it’s the grass that suffers.” That’s certainly true in organizations where executives have ongoing disagreements. Whether the situation involves explicit, pitched battles, or covert, passive-aggressive... Continue reading