It’s normal to be annoyed when you’re solicited at home by an organization you don’t know or don’t care about. But being mishandled by an organization you support is irritating too! A fundraising call I... Continue reading
Here’s an example of how to use emotional data to help individuals work more effectively. A frontline manager in a service company was known to have an emotional hair trigger. When Charisse didn’t care for... Continue reading
No matter how important it is to take everyone’s feelings into account, it’s still not reasonable to expect tears, shouts, or clenched jaws in the workplace every day. Excessive or poorly directed emotions get in... Continue reading
Emotions in the workplace: You may not like them, but they’re there, all right, and you can’t just wish them away. “Feelings and emotions” reminds me of those “ring around the collar” ads for Wisk... Continue reading
Anyone who says feelings have no place in the workday might as well say that breathing has no place in the workday. A human without either one is a corpse. The ability to use emotions... Continue reading
It’s amazing how much impact a single individual can have on an organization’s service or teamwork through a combination of personality and thoughtful action. When you see it happen in front of you it gives... Continue reading
It’s so much easier to critique what you can see than it is to conceptualize something that doesn’t exist yet. Michelangelo said, “Every block of stone has a statue inside it, and it is the... Continue reading
There’s always another point of view. In old fables about whether any specific event or circumstance signifies good luck or bad, the moral always depends on your individual context and outlook. I’m interested in hearing... Continue reading
Every once in a while someone tells me a story of dysfunctional, disruptive, unprofessional, plain old odd boss behavior. Here’s an example, along with some suggestions for how to normalize things with a crazy-making boss... Continue reading
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
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