Let's Grow Leaders
APRIL 28, 2015
I don’t usually write on Tuesdays, but it would be irresponsible to not write in the midst of the chaos brewing in my hometown, Baltimore. For my international viewers, Baltimore has joined the cities featured on CNN and the morning shows due to their looting and protest-related violence as a response to the Freddie Gray tragedy. As I write this, the sun hasn’t even set.
On The Job
APRIL 22, 2015
'A recent survey finds that about half of employees quit their jobs to get away from bad bosses. Count me as one of them. I''ve quit two jobs in my career because I believed the bosses were actually hurting my ability to do my job. I don''t think these bosses (one was a man, the other a woman) were horrible people -- they were just horrible managers.
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Penelope Trunk
APRIL 3, 2015
'This course includes four days of live video sessions and additional email-based course materials. The course meets May 11 – 14 8pm – 9pm EDT. You can watch the video on demand if you can’t make the live session. The price is $195, but if you sign up in the next five days, the cost is $145. . Sign up now. . INTJs are only 2% of the world’s population, and female INTJs are the most rare of all types.
Strategy+Business
APRIL 22, 2015
'Conventional wisdom suggests that delays during the new product development cycle can hinder a project, or even kill it entirely. It''s time to rethink this narrow outlook.
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Profitable Problem Solving
APRIL 23, 2015
What a great week. Since the Amazon release of my new book, Profitable Problem Solving™, many people have reached out to share their problem solving stories with me. Most of the stories are great examples. The post Next stop – problem solving forum appeared first on Profitable Problem Solving.
Professional Development Brief brings together the best content for development professionals from the widest variety of industry thought leaders.
Let's Grow Leaders
APRIL 29, 2015
“It was only a matter of time before Baltimore exploded,” Michael Fletcher explains in his excellent Washington Post article digging a level deeper into the rioting and destruction in Baltimore this week. He stated, “Baltimore is not Ferguson and its primary problems are not racial.” There’s a huge economic divide that has been eating away the infrastructure of our city for years.
On The Job
APRIL 30, 2015
Edward D. Hess, author of “ Learn or Die ,” is interviewed by Anita Bruzzese about how individuals and organizations can change their attitudes and practices to embrace more critical and innovative thinking. He discusses a roadmap into how companies can use science to build leading-edge learning organizations. AB: You note in the book that becoming a learner – whether it’s as an individual or an organization – is much more complicated than just learning to think better and make better decisions.
Lateral Action
APRIL 13, 2015
Why do you create? For love? For money? or both? Balancing creative inspiration and professional ambition The surprisingly creative potential of business models Selling books – getting the basics right Beyond selling books – creative ways to grow your income These are some of the topics covered in this 45-minute video I recorded with my […].
Strategy+Business
APRIL 2, 2015
'Many companies were caught unawares by the threat of online music piracy in the 1990s. But the lessons they learned then can teach them about how to deal with new technological dangers.
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Profitable Problem Solving
APRIL 8, 2015
Hi – welcome back to my blog. Thank you to those of you that have corresponded with me and shared comments. I have enjoyed our focus on improving the bottom line for. The post Welcome to the Profitable Problem Solving™ Blog appeared first on Profitable Problem Solving.
Let's Grow Leaders
APRIL 22, 2015
'You’ve tried everything, and the bad behavior continues. You don’t want to say “You need to change this behavior or else,” but the truth is–there will be consequences. Keep that “feedback-is-a-gift-and-I-care-about-you” loving feeling in mind, while having a direct conversation about specifically what must change.
Let's Grow Leaders
APRIL 20, 2015
'I was giving a keynote on Saturday to large group of administrative professionals. My speech followed the recognition lunch. In addition to their formal awards, they did one of my favorites, “stand up if __” “Stand up if you’ve received your certification (nearly everyone in the room stood).” “Stand up, if you’ve achieved another important professional milestone (again, the room looked like a standing ovation).” “Stand up if you made a signi
Let's Grow Leaders
APRIL 14, 2015
'Kendra is late because she was at the hospital with her sick child and barely got home to take a shower… got it. Every now and then managers must make exceptions, no doubt. But now, John is late too, and you feel bad saying something to him, since you just let Kendra off the hook. Before you know it, late is the new black… to work, to meetings, and the envelope is being pushed in other arenas as well.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Let's Grow Leaders
APRIL 3, 2015
'From my perspective, the new system was genius. Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors) the customers now had an easy interface that would “flow through” to the backend systems. Faster, with higher quality, and an added bonus of working on weekends.
Let's Grow Leaders
APRIL 8, 2015
'Recognizing that some members of the newly formed call center engagement task force may not know each other very well, I reached for one of my favorite, go-to, get-em-talking and laughing icebreakers, two truths and a lie. My selection was met with a few “Oh, not that again” grimaces. “Ah, you’ve done that one before, huh?” Twelve heads nodded a quick yes.
Let's Grow Leaders
APRIL 24, 2015
It’s tricky for all of us. I’m teaching the only leadership course these accounting students will take as part of their masters programs. The class runs from 5-10 PM after most have worked all day in their internships, and we’re crammed into a room too small for the big moving around that is critical under such conditions. All but a handful are on visas from China.
Let's Grow Leaders
APRIL 27, 2015
In the Q&A after my keynote the other day, a woman (ironically after refusing to use my microphone) asked, “You know that part where you talk about Professor Lupin and facing your fears? What if your biggest fear is that you won’t be heard… how do you make that feel ridiculous?” We chatted for a moment about really considering what “the worst thing that could happen” was in this scenario.
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Let's Grow Leaders
APRIL 13, 2015
'Within three years, Mike had gone from an excited, creative new hire full of passion, energy and ideas, to a guy with one foot out the door with disengagement like carbon monoxide: invisible and impossible to smell. Here is his story. My first year, my ideas and alternative views were “refreshing.” I was quickly viewed as a rising star and invited to the right meetings.
Let's Grow Leaders
APRIL 1, 2015
'I had just been promoted to manager and head swim team coach of our neighborhood pool. My staff and I had spent the week brushing algae off tiles, making bulletin boards, and organizing schedules–we were ready for the launch of an amazing season. I locked up my bike and unlocked the gate, a bit nervous, I was excited to lead the first practice of the season.
Let's Grow Leaders
APRIL 10, 2015
'It’s been a long day, turning into tomorrow, but I can’t get her out of my mind. Ling (not her real name) bravely raised her hand in my Masters level leadership class tonight. “Professor, I see how these techniques would be important for someone who could accomplish something great, but it’s hard to apply for someone like me…” I gave more examples and stories of how these basic techniques are easily used in motivating frontline teams or to stand out in an in
On The Job
APRIL 9, 2015
'There is no shortage of inspiring messages about how you must learn to rise above the occasion and show your brilliance under pressure if you want to be successful. When we think of people who epitomize such messages, those who come to mind are often sports superstars like Michael Jordan. How many times did he pull out a game-winner at the buzzer? But whether the rest of us mere mortals can do the same when we’re under pressure is the subject of a new book, “ Performing Under Pressure: The Scie
Speaker: Jennifer Brick, Career Strategist and Author
Your employees have checked out. The last few years have been a wild ride, with countless changes to how we work and our workplace cultures, like the sudden shift to remote work, the return to office, and trends like quiet quitting. With productivity, profitability, and your employer brand on the line, leadership is turning to HR to engage employees and recreate your culture in different working models.
On The Job
APRIL 6, 2015
'The March unemployment report wasn''t as rosy as was expected as employers only added 126,000 jobs. But no one appears to be panicking, as the unemployment rate remains at 5.5%, and some economists dismiss the lackluster hiring as simply a result of bad winter weather. Still, this is no time to get overconfident. Actually, you should never be overconfident where your job is concerned, If the last several years have taught us nothing else, it should be that we must manage our careers daily -- no
On The Job
APRIL 14, 2015
'In a recent survey , 46% of employees report they’d prefer to do anything else than sit in a team meeting, with 17% reporting they would be willing to watch paint dry and 8% saying they’d be willing to endure a root canal. That level of dislike is a wake-up call for managers who need teams to be engaged and positive when they’re together – not grumpy, bored and frustrated.
On The Job
APRIL 16, 2015
'Success today often depends on being innovative and testing boundaries, but with that comes the risk of failure. While failure can certainly be an important part of the learning process, it also can bog down projects or processes. But what if there was a roadmap that used best practices and research to show how to embrace failure better and faster?
On The Job
APRIL 27, 2015
Most of us develop friendships at work, but sometimes these relationships go off the rails. When that happens, it's often a slippery slope because having a disagreement with a friend at work can cause you professional problems, as well. Andrea Bonior, a licensed psychologist, offers some potential friendship pitfalls and how to deal with them in her book, "Friendship Fix.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
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