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Given the choice of dealing with a positive, upbeat employee with a "can-do" attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible; they want it to be easy and pleasant to do business with ... Views:1076
Managers often find themselves playing the role of middle-man because that is what they are… in the middle. The go-between for higher management and the workers. You can see how this can present a conflict of interests. How do you represent the views of the upper echelon and protect the ... Views:1445
If you go to the doctor with a headache, do you demand a particular treatment before she examines you? Of course not! Well then, why do managers send their employees for customer service training -- before they know what the problem is?
Another common mistake is to bring in a motivational ... Views:1206
In a recent conversation with a college professor friend of mine, he mentioned a growing phenomenon that occurs in most every one of his sessions with his students. He happens to teach Leadership and Organizational Development, and his classes include students in their late teens as well as ... Views:1577
Tom Peters, alumnus of the management consulting firm of McKinsey & Company and one of today's best known and highest paid management gurus, first came to prominence in 1982 as he "knocked our socks off" with his eye-opening best-seller In Search of Excellence. This thought-provoking classic ... Views:13653
Success is a great experience and something that takes time,
dedication and work. It also usually takes support from
others. No one accomplishes much on his or her own. Even
if all that means is we have people who believe in us and
cheer us on, it takes a collaborate effort for each one of ... Views:1154
Have you heard of the BT Global Challenge? It’s known as the world’s toughest yacht race because it’s sailed “the wrong way” ‘round the world—against prevailing winds and currents. All kinds of waves and weather conditions are likely to be encountered. The originators have designed it crewed ... Views:1437
I was recently asked to address the issue of conflict resolution at the hospital of one of our clients. In today’s fast-paced and stressed-out society, conflict resolution is a critical issue. People don’t always have the time or the tools to handle conflict.
The word ‘conflict’ connotes ... Views:2836
In times of rapid change, both small and large businesses today are increasingly viewing training as an investment, not a cost. If your business uses outside training consultants, you will want to maximize your return on this training investment. Qualified training consultants and seminar ... Views:1569
Most individual or corporate mission statements contain industry buzzwords, are so complex that no one can recite them, and do nothing to inspire. The more elaborate it is, the less likely it is understood and remembered. Having a clear and concise mission statement for yourself and your Company ... Views:2054
As you know, being a manager is no easy task. And if you’ve been promoted from a technical position you may not be prepared to meet the demands of your new position. For some, managing comes naturally while others struggle with creating cohesive teams, handling staff difficulties and producing ... Views:5517
Challenge: I’m a new manager leading a team of sales professionals. One of my associates is very negative and does minimal work. While he meets quota, he could do so much more and his negativity impacts the other members of our team. He’s been with our company for a number of years and it seems ... Views:2284