Leaders Consider the Source

When you survey people, formally or informally, beware this common trap: All responses are equally credible. Leaders can get distracted when looking at customer surveys, or employee engagement surveys, based on their own frame of mind at the time. Sometimes, we’re looking for the best, perhaps for reassurance, or to confirm our own biases. In … Read more

Own Your Tough Statements

There are certain words and phrases that can get us on the defensive before we even know what the topic is. One of the big ones is “No offense, but…” And related cushions followed by the word but. Remember that people on tight teams can handle tough talk. It’s okay for you to deliver tough … Read more

Leaders Discover True Intentions—In Themselves.

In the December 29 Business Record, my friend Sarah Noll Wilson shared her thoughts on intentions. I’ve learned this year that sometimes we have sneaky, shadow intentions that may influence our actions and conversations without even knowing. Now when something doesn’t go quite right, I ask myself what my real intention was in this situation. If … Read more

Leaders Encourage in These Three Ways…

Leaders know that encouragement is important, but it tends to be too rare and fall into just one or two categories: I believe you can do it. (Spurring someone on to meet their potential when they’re discouraged or not measuring up.) You are exceeding expectations. (Praising someone who has gone above and beyond, exceeded standards, … Read more

Leaders Measure More than the Average

When Mary Coffin of Wells Fargo spoke at September’s 90 Ideas event, she shared this nugget: Measure more than the average. She pointed out that when we take measurements, we do a lot of looking at trends and averages and norms to make decisions. But averages only tell us so much. We also need to … Read more