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...

How You Manage Differences Can Change Levels Of Compliance

How You Manage Differences Can Change Levels Of Compliance

Not all compliance is equal. There are meaningful differences between open and passive-aggressive non-compliance, minimal, and supportive compliance. You can move some people from one to another by helping them adjust their attitudes with careful management of...

How A Favor Bank Mindset Can Improve Networking

How A Favor Bank Mindset Can Improve Networking

The most tactically effective networkers approach every conversation with clear objectives for what they want out of those conversations. But the most effective networkers over time approach those same conversations with the objective of helping others.

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.

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...

Why And How You Should Switch To Decision-Enabling From Decision-Making

Why And How You Should Switch To Decision-Enabling From Decision-Making

If decisions have to go through you, you’re the choke point at the bottom of the funnel, controlling the flow. Conversely, if you provide clear direction, resources, bounded authority, and accountability, enabling others to make decisions, you turn the funnel into a...

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