Tag: relationship
Your Customers Don’t Want to Be Trapped by Your Silos
A customer arrives at a service department he visits frequently to take care of some account maintenance. Before he leaves, he asks the department receptionist if she can pass along a document to another department.... Continue reading
To Make Change Successful, Focus on Talk and Trust
Change is often seen as creative and necessary. It can be invigorating, in the sense of a fresh start. But change is also almost irrepressibly hard. When we first try to give up a personal... Continue reading
Are You Coaching? Or Just Waving Your Arms?
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
Re-Minding Ourselves for (Workplace) Effectiveness
At the third annual Wisdom 2.0 Conference in Silicon Valley last week, I had the wonderful opportunity to hear Dr. Dan Siegel, executive director of the Mindsight Institute and clinical professor of psychiatry at the... Continue reading
Can You Lead the Way Out of Bad Behavior?
In any organization -- and it only takes two people to make an organization -- you’ll be exposed to bad behavior from time to time. This is true in all kinds of settings: at school,... Continue reading
Are You a Leader Who Knows How to Listen?
For the past six weeks I’ve been writing about why employees need to be able to give their bosses feedback -- and what both managers and organizations lose when they discourage that feedback. Now it’s... Continue reading