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
Finding the right person to fill a critical role is often a challenge. When a poor-fit candidate is selected, the costs associated with correcting the hire can be much higher than typical employee turnover costs. Beyond the financial impact, colleagues
While the phrase isn’t new, you’re likely seeing “influence without authority” in the professional world more frequently these days. It’s in the performance assessment criteria. It’s in job descriptions for all manager levels. Tools and classes focus on its practice.
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
Over the past few years, I’ve worked with a number of leaders to help guide and support their efforts to increase diversity, equity, and inclusion (DEI) within their organizations. But many of these organizations, although committed to DEI efforts, have
We’ve dealt with the loss. What did we gain? As humans, we are well aware of all the negative impacts of the pandemic that began to impact our daily lives in early 2020. But in my work coaching leaders, I often
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
Those familiar with “The Office” remember the first season episode, “Diversity Day.” It features a sequence of uncomfortable scenes that mock the anti-racism training that has become so popular in corporate settings. It’s rumored that the indelible scene in which
Often, when a company completes administering an employee survey, I get this question from clients: “Why is our culture score low when our engagement is so high?” Culture and engagement are thought of interchangeably, but they’re two very different concepts. Here’s a
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
It’s easy to lead when conditions are great. Business is booming, salaries are competitive, and bonuses are generous. Executives praise their teams, and a winning attitude permeates the culture. But those who understand the cyclical nature of business know that peaks
In my DEI work with clients, I focus on the importance of Trust, Candor, Humility and Grace. For leaders to be effective and for employees to feel connected and valued within their organizations, these qualities need to become central aspects