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
It can be very appealing to have an overreactive person on your team because of their strong drive for accomplishment and their very quick response time whenever there’s a problem to be solved. But for... Continue reading
If you suspect you’re an excessively reactive manager, you may wonder how to slow things down to help yourself work more effectively and not disrupt your team so much. And you may worry how you... Continue reading
Over the last few years I’ve worked with a number of senior executives who are hardworking and wonderfully competent in their areas of expertise, but are so highly reactive that they create extra burdens for... Continue reading
New Year’s resolutions often don’t work because we get a little distracted, lose focus, lack persistence, or slack off. Sometimes we let events or other people’s needs get in the way. But all too predictably,... Continue reading
Numerous studies -- and most people’s personal experiences -- show that New Year’s resolutions generally don’t pan out. They’re typically broken within a few weeks and forgotten by March. But that doesn’t mean that you... Continue reading
Perhaps the most frightening thing of all about the Sandy Hook School shooting in Newtown, CT is that the system worked. The guns that were used were legally obtained. Some might ask why any civilian... Continue reading
When people talk to you, do you hear everything they’re communicating? Do you recognize the meaning in people’s voices as well as their words to understand what they’re really telling you? Once you’ve known someone... Continue reading
We’ve all passed those storefronts where a succession of stores or restaurants open and close quickly and thought, “That’s a doomed location.” Some employees seem to take on this kind of role in an organization.... Continue reading
Have you ever had to work with a tattletale? The parallels between childhood tattling and workplace tale-bearing came to mind while I was visiting a friend whose child kept appealing for adult intervention in her... Continue reading
Want help coping with conflict?
Download your free Field Guide to help you identify and resolve interpersonal conflicts. You’ll also get Liz’s monthly Workplace Wisdom emails from which you can unsubscribe at any time.