Often the by-product of change is made up of power struggles, complaints, alliances, and dysfunctional behaviors. When it comes to disagreements, arguments, and fights, how does a person figure out, “what’s a big deal?”
During times of change, systems are influx and communications are strained. Often when people are under stress, everything takes on a symbolic hue. What normally would […]
Has your organization been dealing with nonstop change? Have you made some decisions lately that weren’t the best? Are you losing confidence in your decision-making abilities? Are you now, being so cautious, it’s like you are freezing like a deer in the headlights?
Sometimes when we have had a work environment plagued with nonstop change we do become somewhat fatigued […]
I’m sure you and your staff have set SMART goals: specific, measurable, action-oriented, realistic, and timely. The next step is critical: giving good directions.
The key to giving good directions is to know what you want.
Clarify the task in your mind, even visualizing the process and what the finished product or task will look like. Mentally […]
We hear about organizations that let their employees have fun and engage with their customers over the phone or online. You probably have lots of fun ideas to enhance your relationships with your customers. Sometimes people resist trying anything new because they don’t want to make any mistakes.
We sure hear a lot about organizational culture. It would be nice if people were nicer to each other at work. I believe these interactions between coworkers affect customer service.
One of my favorite books on customer service is “Great Customer Service On the Telephone” written by Kristin Anderson. The book recommends that […]