Leaders Help Others Navigate Change

We are creatures of habit, yet we experience change in every facet of our lives. Some of these changes are good, some aren’t, but regardless of where the changes fall on the spectrum, they all require a mental shift. In her ground-breaking book Death and Dying, Elisabeth Kubler-Ross discusses the stages of grief. She identified five non-linear … Read more

Leaders Engineer an Experience

Mary Coffin of Wells Fargo has a great nugget about customer experience at 90 Ideas. I found it to be a new way to look at efficiency versus effectiveness. Each customer interaction depends on four ingredients: People, Process, Data, and Technology Coffin asks, “Which gets the focus?” She made the point that technology gets the … Read more

Leaders Make Changes Stick

Two weeks ago, I wrote about Scott Raecker’s water obsession. I also said there were two big things he shared at 90 Ideas. Here’s the other, and it’s timely, because New Year’s resolutions are coming in just a few weeks… To make change stick, you need four ingredients. Clearly communicate the expectations of the change. … Read more

Leaders Encourage Thinking “A Step Above”

In a recent address from Dana Wingert, the Des Moines Chief of Police, he emphasized the value of everyone in an organization thinking a rank or position above themselves. The guiding question is this: “How would my boss handle this, and what are his/her expectations?” A few examples: When you’re assigned a project, execute it … Read more

Leaders Analyze In-Depth

People who analyze in-depth tend to perform a thorough examination of facts and details. The alternative is to act on the gut – relying on initial feelings and views to move forward, and simply follow first impressions. This is very common among those who suffer from The Success Deception; when you are smart, and successful, … Read more

Leaders Plan

People who plan tend to develop an organized course of action, setting clear expectations and deadlines. The alternative is to improvise – figure things out as you go, without much planning and preparation. I used to teach jazz. I assure you that I was nothing like the guy from “Whiplash“. But improvisation is important. And … Read more