A manager in a creative industry wrote in to ask how she can deal with a colleague who regularly throws hissy fits, all of which follow a similar pattern. The Hisser has a periodic and... Continue reading
The idea that “the world is your oyster” is originally from Shakespeare. It suggests that the world is the equivalent of a closed shell, and that it is ours to enjoy and profit from, in... Continue reading
I heard from a middle manager who struggles with his senior manager’s unclear delegation and occasional absence of direction. The senior manager constantly shifts assignments, switching up what’s urgent today and what’s important tomorrow with... Continue reading
Here’s a small example of how we prevent ourselves from recognizing reality when our expectations get in the way: Last week I was scheduled to fly to Las Vegas for the Marketing EDGE board meeting... Continue reading
Sometimes service people say things that an astute customer knows are false. They act as if embroidering the truth enhances their self-image or their organization’s, while making the customer feel better and more cared for.... Continue reading
A seasoned executive was venting to me about her dissatisfaction with the work of a longtime employee. Over time, the employee seems to have succumbed to a combination of habitual carelessness and general lack of... Continue reading
Sometimes the right thing for an organization to do for a customer and the fair thing to do for an employee are both really obvious but in direct conflict with each other. This story shows... Continue reading
Isn’t it annoying when management bobbles the ball, and then can’t understand why the rest of the team is stumbling around in disarray instead of flawlessly executing plays? Performance can be compromised when a senior... Continue reading
It’s not enough to announce to your staff, “Just get it done!” Because either they will or they won’t. If a manager communicates performance feedback without a real understanding of how the job gets done... Continue reading
What if you’ve got a functionally competent employee whose performance is just not up to snuff? Perhaps most areas of her work are fine, and a few are outstanding, one or two crucial aspects are... Continue reading
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