3 Practical Ways to Prevent United Airlines-Style Damage
Oscar Munoz, the CEO of United Airlines, recently ran a public letter of apology as an ad in several major newspapers. A much more detailed, self-abasing version of the apology was sent as an email... Continue reading
In HBR: Being the Boss’s Favorite Is Great, Until It’s Not
This article originally appeared on hbr.org. We’ve all been in situations where the boss has a favorite. It’s frustrating to feel underresourced and underrecognized while someone else is getting all the attention. Ironically, though, it... Continue reading
What to Do When Priorities Are in Conflict
Expand your market share. Increase your margin. Reorganize your team. Given the constant drumbeat of new and changing initiatives, it’s reasonable to wonder which priorities are truly the most important. I hear about this from... Continue reading
This Is How to Give Feedback and Not Make People Feel Stupid
“Oh, heavens,” I thought, “I’ve offended her!” I had wanted to be helpful and friendly, but instead I was confusing and possibly insulting -- I had given feedback as if the problem was with the... Continue reading
How to Counteract Two Hidden Problems of Developing Leaders
Clients often ask me to design or participate in their leadership development programs. These programs require significant investment and senior leaders view them as a way to groom and strengthen high-potential employees -- the ones... Continue reading
Is It Time to Shake Up Shake Shack?
How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built... Continue reading
How to Improve Your Team’s Performance with Questions
A media director asked me for a simple, straightforward approach to developing his very new team’s knowledge and proficiency. He explained that he has no time or budget for formal training or workshops. My strong... Continue reading
Sorry, But Leaders Aren’t Entitled to Be Opinionated
“But I’m entitled to my opinion!” a vice president insisted. I was facilitating a work session with a client’s leadership team. Our goal was to resolve a longstanding business problem, with the full participation of... Continue reading