Why The Right Level Of Customer Service Is A Strategic Choice

Why The Right Level Of Customer Service Is A Strategic Choice

While different organizations provide different levels of service—from dismissive to reluctant to systematic to reactive to anticipatory—the most effective do it by choice. They understand the return on their service investment and invest appropriately. For those...

When And How To Tell, Co-Create Or Delegate

When And How To Tell, Co-Create Or Delegate

First, understand the difference between the three. Then, tell for compliance. Co-create for commitment. Delegate for accountability.   Tell In Bryan Smith’s Tell – Sell – Test – Consult – Co-create framework for persuading others, Telling is one-way...

Why Leading With Positives Improves 360-Degree Feedback

Why Leading With Positives Improves 360-Degree Feedback

360-degree feedback is a simple tool that can make an amazing difference. It both depersonalizes feedback and personalizes it at the same time.

At its core, it’s a way to gather feedback on an individual in all directions: up, across and down. It provides the “What” in a “What? So what? Now what?” approach to feedback.

It depersonalized feedback by enabling a reviewer to downplay their own personal views. It personalizes it by bringing in the personal views of others. Done wrong it can “shred the fabric of trust in an organization.” Done right, it’s a valuable tool as part of a comprehensive talent assessment and development system.

How Leading Questions Help Leaders Lead

How Leading Questions Help Leaders Lead

Before you object to leading questions per se, generally discouraged in direct questioning in a court of law or by neutral journalists, consider their appropriateness as a leadership tool. If a leader directs someone to do something, the best they can hope for is compliance. If they ask completely open questions, they might get any answer. But, if they ask leading questions, they can lead their followers to get to the right answer and direction themselves.

Why The Leader As Cheerleader Is So Hard And So Important

Why The Leader As Cheerleader Is So Hard And So Important

Ever notice how great pep talks all have the same message? In one way or another, they all say, “Believe in yourselves.” It’s straight out of Virgil’s “They can because they think they can.” Great leaders own the vision and values – why. They lead strategic thinking around where to play and how to win. Then, they delegate tactical thinking to their tactical leaders to figure out how. Finally, they assume a cheer-leading role at points of commitment and action, because confidence is the key to actors’ success from then on.

When To Use The Three Different Ways To Fire Employees

When To Use The Three Different Ways To Fire Employees

Example-making is the most aggressive approach, utilized to send a message to others.
Quick and clean works with aa contained, neutral message.
Face-saving occurs by letting the separation be their idea.

How To Enhance Your Influence And Impact

How To Enhance Your Influence And Impact

Enhance your influence and impact by focusing on the mission-critical parts of your role and adapting to the culture of the organization to do “Their job, their way.” In most jobs, people find meaning and value by being able to influence others and have a direct and...

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