Self Awareness Can Be Protective
I left the optician with several new cleaning cloths in hand, remembering the pleasure I felt as a child whenever I got a new pair of glasses (yes, I was an early four-eyes, from second... Continue readingWhat Happens When Management Won’t Change?
It was almost like watching a train wreck of two separate cultures, or two sets of generational expectations. One was eager and striving, the other, dictatorial and autocratic, although cloaked in a sort of benevolent... Continue readingCar Talk: Lessons in Performance Feedback
I love it when my car praises me! The message is concrete, consistent, and congruent with my expectations. Why doesn’t most performance feedback work so well? I make a lot of short trips (my home... Continue readingHow Do You Lead?
After the Yankees’ George Steinbrenner died, a piece ran in the New York Times with the subtitle: “His employees may not have liked it but George Steinbrenner had a point. Brashness and entitlement are essential... Continue readingThree Faces Of Customer Service
What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and... Continue reading