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 because they can’t find what they’re looking for. Whatever has set them off, they are likely to take it out on an employee. But if you are hearing a lot of complaints, especially if they are not targeting a single employee, they’re telling you something…

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 no good answer. The conversation centered on two questions: how should a leader view diversity and why does this seem to be such an explosive and often no-win situation? That’s a difficult subject and even such a discussion can be fraught with danger. But it…

There is No Generation Z

Something disturbing is happening lately. An apparently harmless attempt to define the future. Except it isn’t harmless and will have a negative effect on the future. It’s Generation Z. No, not the people themselves but the concept. Speakers and authors are already telling us what Generation Z is like and how they will act in the workplace. I find that odd because even if there is such a thing as…

The Awakening

Among the many sculptures and works of art in Washington D.C. is a piece titled “The Awakening,” a large aluminum sculpture of a man either struggling to rise from, or being consumed by the Earth. Created by J. Seward Johnson Jr., the sculpture was first installed at Haines Point in 1980 as a temporary display, then found a permanent home at the National Harbor. What intrigues me about “The Awakening”…

How Can You Foster a Collaborative Spirit?

This article was submitted by guest blogger Sophia Katrina. In this day and age of digital dependency, employees are more isolated than ever before, even if they are working in the same office. This might make you wonder if it’s still essential for bosses to foster teamwork and collaboration. It used to be that collaboration was one of the biggest factors that contributed to a business’s success—but is that still…