When I was young teacher, I often found myself in the middle of student disputes. My response was always something along the lines of, “You need to learn how to solve your own problems.”
I was thinking I was doing them a service by empowering them grow up and solve problems on their own. In reality, I was avoiding drama myself, and being selfish. Leaders of organizations need to clean up spats between people.
When I read the (rightly) popular Good to Great, I found myself agreeing with nearly everything in principle, but thought that some concepts were a little too idealistic for a small- to mid-sized organization. Massive businesses, like his examples, have more luxury to move people around, for example.
That’s why I had a touch of a problem with
Everyone has moments, or even periods, of insecurity.
Situation One:
Once, about 15 years ago, I was struggling to
This week, five posts that will help you understand the value of great customer service, everyone’s role in it, and some ideas
Everyone loves stories. Stories inspire and motivate and help things “stick” so much better than facts, data, and research findings.
Some of us enjoy the tidy list. Nice to have as a touchstone, though if we’re serious, we’ll dig deeper. Regardless, here are two for your consideration.
The first is seminal for me –
What does this make you think of the W.H.S. Drumline?
We are all ambassadors of every organization that we are a part of. Whether it’s our family, our workplace, our house of worship, our service club, our band, our athletic team, or our city/state/country, we are always “representing.”
There’s a place in my town that serves food. Lots of people eat there. I don’t. Here’s why:
This week, we look at the third concept of “The Big Three.”
This is not new ground for this blog, and I encourage you to check out related posts:
Effective Feedback is About the Future
Leaders Model the Behavior they Expect
Attitude is not everything. Listen to Batman and focus on behavior…
Something that strikes most visitors to Walt Disney World is how “nice” of a place it is. It’s very clean. The employees are called “cast members” because they’re playing a role and they have a reputation for great service and friendliness. Everyone knows that.
But there’s another unique element present at Disney World that is seemingly beyond
T=r+d
…where T is “trust,” r is “reliability,” and d is “delight.”
I attended EntreFest 2011, and one of the best sessions I attended was