Category: Management/Leadership
Machines Can’t Replace The Human Touch — Literally: The Limits Of Technology For Customer Service
In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer service. While companies continue to rely on machines to cut human costs, that has…
Leaders Need Information To Succeed — Are You Getting It?
Summary: Leaders at all levels in any organization need information to be able to make informed decisions. Unfortunately, there is a natural tendency for those within an organization to hesitate in delivering information that is negative or disappointing, or, points to…
Toxic Organizations Cause Conflict — The Remedy Is Leadership
Welcome to the fire of an unhealthy workplace. Leadership may be the cure Summary: Some organizations have climates that are unhealthy for those that work in them. We call these organizations toxic organizations. Within toxic organizations conflict thrives like weeds….
Cost Free Ways For Small Business To Compete With The “Big Boys”
It’s often the case that small businesses exist in a market that includes at least one, and often many other LARGE businesses or chains. On the surface of it, it would seem that the small business is in competition with…
If You Think You “Understand” Millennials, It’s Time To Evaluate Your OWN Thinking
Oddly enough, the Millennial Generation, also referred to as Gen-Y, is not so well defined, even when it comes to the boundaries for who fits and who doesn’t. One common range runs from 1980–2000 although some people use a narrower…
Before You Bring In A Motivational Speaker, Heed These Warnings
The training and motivational speaker industry is a strange one where, in some cases, huge amounts of money are paid for minimal amounts of time and zero results. For more on organizational learning, motivational speakers and training visit The Training…
Coronavirus Creates Pandemic of Blame: Difference Between Blame And Holding Accountable
Coronavirus isn’t the only pandemic going on. While we live in a society that seeks out people to blame for our problems either personal, corporate or societal, I can’t recall a time where it’s impossible to go even a few…
Here’s How To Make Employee Evaluations Valuable
Small shifts in mindset about managing performance and doing appraisals is all it takes. Despite exhortations to abolish performance appraisals by experts, bloggers, and luminaries such as Edward Deming, and Coens & Jenkins, they are alive, if not well. They…
When Teams Aren’t Important Or Desirable
Teams aren’t always the best or most efficient way to get work done Sometimes Teams Are Counter-Productive On the surface of it, it would appear that effective teams are always good, and that it is always worthwhile to invest in…
From Solo Business To Employer: Two Necessary Psychological Shifts
There are really THREE stages of business growth for small businesses (defined as having less than 100 employees). The first is the solo entrepreneur who starts the business and operates it as the sole person in the business, perhaps sometimes…
Managers — Are You Getting The Information You Need To Do A Good Job?!
OR…Managers — Why Won’t Your Employees Talk To You? It’s a very odd question…but an important one in government. One of the worst feelings a government manager, executive or supervisor can experience is that dreadful sinking feeling that occurs when…
