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
Over the last few years I’ve worked with a number of senior executives who are hardworking and wonderfully competent in their areas of expertise, but are so highly reactive that they create extra burdens for... 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 seasoned executive was venting to me about her dissatisfaction with the work of a longtime employee. Over time, the employee seems to have succumbed to a combination of habitual carelessness and general lack of... Continue reading
Isn’t it annoying when management bobbles the ball, and then can’t understand why the rest of the team is stumbling around in disarray instead of flawlessly executing plays? Performance can be compromised when a senior... Continue reading
It’s not enough to announce to your staff, “Just get it done!” Because either they will or they won’t. If a manager communicates performance feedback without a real understanding of how the job gets done... Continue reading
What if you’ve got a functionally competent employee whose performance is just not up to snuff? Perhaps most areas of her work are fine, and a few are outstanding, one or two crucial aspects are... Continue reading
A lot of what passes for coaching -- in workplaces, in homes, even on kids’ sports teams -- is really just a lot of exhortations and fervent repetitions of normative statements. It doesn’t help the... Continue reading
When you need someone to take action on a problem, isn’t your instinct to tell them exactly what to do so you have the best chance of getting the outcome you want? Three recent scenarios... 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.