What Customer Complaints May Really Mean
Customers complain. It’s a fact of business life. Sometimes they have a valid complaint, but often they’re just cranky, having a bad day, or upset… Read More »What Customer Complaints May Really Mean
Leading and Building Teams
Clothes Don’t Make the Team
“Bring your team together with these team shirts.” The commercial showed groups of happy, smiling people, all wearing the same shirts with the company logo.… Read More »Clothes Don’t Make the Team
What Does it Mean to be a Success?
Does someone who has a healthy bank account seem like they are successful? Perhaps you see famous people or someone who has made it to… Read More »What Does it Mean to be a Success?
Is Your Team Headed Out to Sea?
The beach was getting farther and farther away. My arms were starting to hurt, but no matter how hard I swam, the beach continued to… Read More »Is Your Team Headed Out to Sea?
Introvert and Extrovert: Labels, Not Capabilities
Introvert or extrovert. Most psychological tests apply this label and in popular definitions, extroverts are seen as outgoing, fun-loving, and gregarious. Introverts are seen as… Read More »Introvert and Extrovert: Labels, Not Capabilities
Shhh…It’s a Secret
Do you keep information from your team? How much should you share with them? It’s a topic that always generates lively discussion in our workshops.… Read More »Shhh…It’s a Secret
Responsibility and Accountability: They’re the Same, Just Different
If you look up the definitions of responsibility and accountability you’ll find they are used interchangeably. But there is a subtle yet important difference between… Read More »Responsibility and Accountability: They’re the Same, Just Different
A Word to the Recent Graduate’s New Leaders
Most of the graduation ceremonies and celebrations are over now. Young people, and some not so young, have rightly celebrated great achievements and are now… Read More »A Word to the Recent Graduate’s New Leaders
A Difficult Subject
In a recent leadership workshop, we had deep discussion about diversity. Participants were looking for answers to an issue leaders face that seems to have… Read More »A Difficult Subject
Absence of Punishment is a Reward in Itself
That’s a saying I learned back in my days in the old Strategic Air Command (SAC). It reflected a culture that existed at one time… Read More »Absence of Punishment is a Reward in Itself