Helping Employees Deal with Toxic Customers
Anyone who has worked in customer service knows that some customers can be extremely difficult, demanding, and even toxic. These customers can be abusive to customer service staff.
Tag: leadership
Leading Innovation: Creating an Environment Where Creativity, Invention, and Change Can Flourish
The difference between stagnant organizations and dynamic ones is clear: In dynamic organizations, ideas are readily surfaced, developed, and implemented—and leadership makes all the difference.
The Gentle Leader
James Kavanaugh once suggested that there are “those too gentle to live among the wolves.” I hope this is no longer true in today’s organization. I believe that the “wolves” have had their day, and we need to make way for a new breed of manager—The Gentle Leader. Today, we need a special brand of […]
The Gentle Leader
James Kavanaugh once suggested that there are “those too gentle to live among the wolves.” I hope this is no longer true in today’s organization. I believe that the “wolves” have had their day, and we need to make way for a new breed of manager—The Gentle Leader. Today, we need a special brand of […]
War Rooms and Project Management
In the world of project management, there are often times when fast, focused, efficient, coordinated action is required by a team. That team may not always work together and may have other responsibilities; however, for a given task and a given period of time, it’s in the best interests of the organization to prioritize a […]
The 3 Leadership Imperatives: Interactions that Matter
This is the third in a series of three articles dedicated to the wonderful men and women who likely have not read the latest bestseller on leadership but still get up every morning committed to making a real difference in the work, careers, and lives of others. This series will explore the universal, timeless principles […]
The 3 Leadership Imperatives: Interactions that Matter
This is the third in a series of three articles dedicated to the wonderful men and women who likely have not read the latest bestseller on leadership but still get up every morning committed to making a real difference in the work, careers, and lives of others. This series will explore the universal, timeless principles […]
Why Implementing On-the-Job Training for Your Supervisors Is Critical
While a lot of organizations spend a lot of money on developing formal training programs and learning content for their leaders, one recent study conducted at UConn discovered that an estimated 70% to more than 90% of a supervisor’s training and professional development occur outside these formal structures.
Does GPA Matter When It Comes to Hiring?
Getting good grades in high school helps you get into a good college, but does getting good grades in college help you land a good job? Do companies even look at grade point averages (GPAs) when reviewing candidates’ résumés? If you’re like the 12% of C-Suite executives who say grades matter in the hiring process, […]
The 3 Leadership Imperatives: Leadership as a Craft
This is the second in a series of three articles dedicated to the wonderful men and women who likely have not read the latest bestseller on leadership but still get up every morning committed to making a real difference in the work, careers, and lives of others. This series will explore the universal, timeless principles […]