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I was talking with a client who owns several car dealerships and he was lamenting on how customers are becoming even more and more demanding.  “Remember when they were happy to get a cup of coffee while waiting to get their car fixed?  Now, it’s not just coffee, but where’s the latte, the Splenda, and soy milk?  And – oh by the way – if they don’t want to wait, they expect a loaner car while their car is being serviced!”  Exasperated, he asked, “When will this ever stop?” Continue reading “Answer these 5 Questions to Solidify Your Brand Promise” »

For the most part, people who are being disruptive in a meeting don’t realize the impact they are having on the team; they are just being themselves.  The key to handling these situations is to intervene gracefully while maintaining the self-esteem of the disrupter.

The best way to intervene is to prevent the problem from happening in the first place.  But preventions alone won’t keep all your problems from surfacing.   Continue reading “Use “Escalating Interventions” to Intervene Gracefully in Your Next Meeting” »

When a leader is trying to communicate a complex idea in a simple form, a “contextual model” can help.  A contextual model can be a simple 2×2 matrix (think Covey’s important vs. urgent quandrant model), a pyramid (think the food industry pyramid and Maslov’s Hierarchy of Needs)..and the list goes on!  In fact, many years ago, Charlie Tombazian and I presented a session at the International Association of Facilitator’s Convention on process models that facilitators use to help our clients make better decisions!  I still haul out those models from time to time! Continue reading “Use a Contextual Model to Communicate Clearly” »

Summer is almost here and organizations and employees are now seriously thinking about getting away.  But, vacation is being re-defined in a way that managers could never have imagined years ago.  The new policy is – “There is no policy!”  Take as much vacation as you want.  At first glance, this seems like a very dangerous practice.  Won’t employees take advantage of you? Continue reading “How Does Unlimited Vacation Days Effect Productivity?” »

Many books on “Change” are highly theoretical; whereas Lior Arussy’s latest book, Next is Now: 5 Steps for Embracing Change – Building a Business that Thrives into the Future asserts that change is highly personal. Whether you are leading changes within your organization, dealing with personal changes, or being subjected to changes either professionally or personally, you can identify with and understand Arussy’s five steps to embracing (and succeeding in) that change.

Continue reading “How to Embrace and Succeed in Change” »

The word “accountability” is the latest buzzword going around business.  “We don’t have accountability,” executives lament. “We have to hold our people accountable.”  Yep, leaders want some of that there accountability…like you can point at it.  That you can scoop some up and put it on your cafeteria tray.  A person either has it or doesn’t have it. Continue reading “Team Accountability Boils Down to This One Element” »