This Is Why Service Requires “I” Contact
The greeter at the door greets you. The barista hands you your drink. The host shows you to your table. The cashier takes your money. The usher takes your ticket and tells you where to... Continue reading
There’s a Right Way to Empower Employees Effectively
We often talk about empowerment when we want to indicate that we trust our people to make their own decisions, handle their own work, and do what’s best for the organization. But much too frequently,... Continue reading
You Can Help Your Staff Manage You Better
Even at the most senior levels, it can be awkward and uncomfortable to manage people. They often don’t do the things you expect them to do, and when you give them critical feedback they’re clearly... Continue reading
Why Being Clear Is Even More Important Than Being Nice
It’s always risky for employees when managers are “too nice” and don’t give clear feedback about expectations, preferences, or necessary improvements. In effect, these managers stand by as employees go off the track rather than... Continue reading
How to Help Your Employees Be More Self-Reliant
Luckily, some people have a natural instinct for analysis, judgment, calculation of risk, and recovery from error. Some people were well trained, managed, and mentored before they came to work for you. But at every... Continue reading
How to Avoid the Downside of Workplace Sharing
It’s not easy to share responsibility. Getting a given job or project done well depends on having both appropriate structural underpinnings and the right combination of people, with the right meshing of values, commitments, personal... Continue reading
Why You Have to Deal with the Problem of Role Clarity
Organizational life can be confusing, what with changes in job roles or organizational structure, turnover in management or peers, or even the positive circumstance of company growth. But in too many companies, middle managers are... Continue reading
How to Stay Tenacious in the Face of Ongoing Change
No matter how hard you’re working to give your team a sense of direction or to help them cope with the realities of change, it can be a little draining to see how much more... Continue reading