At home with my two young sons, we often talk about big feelings. When children experience certain feelings for the first time, these emotions can seem overwhelming. How can I do anything when I feel so angry/sad/frightened? Recently I received communication
Who is responsible for the customer experience in your organization? If you think it’s only team members in client or customer service roles, that would be wrong. It’s everyone’s responsibility. And beyond that, those we serve aren’t just outside our organizations. We
We often hear the phrase “You can’t do it alone.” On some days, if you’re full of caffeine and enthusiasm, you may believe you can singlehandedly accomplish whatever “it” is on your list. But even if you could, operating solo isn’t sustainable.
Many managers are surprised to learn that curiosity is an essential trait for being an effective people leader. Think about it. If you think you already know all the answers, you won’t be looking for anyone else’s take on an issue
“Why didn’t you tell me?” A team member stood in his manager’s office asking this question. He had just learned that a more senior internal role for which he had interviewed was given to a colleague instead of him. His manager
We’ve heard a lot about organizational agility in recent years, as the ability of a business to adapt, survive, and thrive in uncertain or complex and changing environments. But what does it mean to be an agile leader? If your responsibilities include
I’ve heard a lot about three trending “Rs” recently. Likely you have, too. While economic instability and changing customer wants and needs are resulting in reductions in workforce (RIFs) in some sectors, other industries are clamoring for talent, turning to
Many industries are cyclical in nature. They often have periods that require a downshift in staffing needs. But for industries that have typically sustained business activity, an economic downturn that requires a reduction in force (RIF) can be new –
My youngest son Miles, who is in first grade this year, has dabbled in sports without showing a consistent interest in any of them. In previous years, he played golf and basketball but was pretty noncommittal about continuing with either
Everyone watches out for “red flags,” the indicators of organizations or individuals that make for an unpleasant work experience. But as I interact with leaders at various levels across different industries in my executive coaching work, I see many “green