In organizations where employees generally trust their management and each other, you don’t hear many complaints about lack of transparency. But in other places, demands for transparency can take an ugly tone, and even become... Continue reading
Last month, a longstanding client brought me in after reviewing some recent customer research. The company provides a relatively complex service, and one of their most common and unprompted customer complaints was that the company’s... Continue reading
When departments operate in silos -- say operations wants to streamline processes while sales seeks to please customers by customizing -- the result can be repeated misunderstanding and extreme mistrust. Even otherwise reasonable employees can... Continue reading
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
Here’s the scenario: It’s 11:15 at night in Seattle. Daughter and I are trying to check into a moderately-priced airport hotel for a layover on our way to Vancouver. The complication is that I am... Continue reading
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