The Surprising Steps to the Dance of Disagreement
At a recent meeting, I observed as team members wrangled over what should have been a straightforward process discussion. Not only did their disagreements about “the way things are supposed to be done” get heated... Continue reading
Re-Minding Ourselves for (Workplace) Effectiveness
At the third annual Wisdom 2.0 Conference in Silicon Valley last week, I had the wonderful opportunity to hear Dr. Dan Siegel, executive director of the Mindsight Institute and clinical professor of psychiatry at the... Continue reading
Is It Really So Hard to Nail Down Customer Loyalty?
I’ve gone to the same tiny nail salon for a number of years. My visits depend on my work and travel schedule, but no matter how many weeks apart, I’ve always gone on a Monday... Continue reading
Can You Lead the Way Out of Bad Behavior?
In any organization -- and it only takes two people to make an organization -- you’ll be exposed to bad behavior from time to time. This is true in all kinds of settings: at school,... Continue reading
2 Powerful Steps to Improved Customer Service
The Customer is always right, comes first, and is King! And Service is our middle name, with a smile. These are lovely slogans and declarations of intent -- but truthfully, people tend to pay more... Continue reading
Are You a Leader Who Knows How to Listen?
For the past six weeks I’ve been writing about why employees need to be able to give their bosses feedback -- and what both managers and organizations lose when they discourage that feedback. Now it’s... Continue reading
What If You Could Lead Better by Listening Better?
Any student of management will tell you that it’s stupid to ignore your staff’s feedback -- not to mention impolite, inefficient, and often directly and obviously damaging. You don’t necessarily have to act on staff... Continue reading
Techniques That Will Help You Speak Truth to Power
In recent posts, we’ve discussed the difficulty of approaching your management with critical feedback even if you’re full of compassion for their difficult situation and have chosen the most propitious time, place, and circumstances possible.... Continue reading