How to Manage Your Own Emotional Data on the Job
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
How to Use the Data of Emotions in the Workplace
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
An Invitation to Interact: The Power of One Person
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
Are You a Creative? Or a Critic?
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
Going to the Dogs: Not Everyone Feels the Way You Do
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
Is Your Boss Driving You Crazy? You’re Not Alone
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
2 More Ways to Make Service Feel Less Sorry
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
How to Fix the Sorry Side of Customer Service
Customer service is a tough job. People who work in a pure service role (as opposed to those who but also take orders, provide sales support, or do real selling themselves) spend the vast majority... Continue reading