leadership tagged posts

Multitasking’s Pygmalion Payback

March 5, 2015 Affective LeadershipEmotional IntelligencePeer Powered PerformancePositive DevianceTraining  No comments

look busy it's the boss

Multitasking not only undermines our output by half and increases errors by 50% it also establishes an enduring expectation of frustration.  Once employees are acclimated to the idea that the “appearance of being overloaded is expected” then we are well attuned to finding our place in the pack.   We quickly adapt to “our part”. It is a part our primitive predecessors  perfected* we do as others do and soon believe as others believe...

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Astonishing Service™

February 25, 2015 Affective LeadershipAssociation InsightsCustomer ServiceEmotional IntelligenceKeynote Keys  No comments

Not Listening

Does it seem like service providers are just not listening?

Nobody wants to sit through another Service 101 session of “Smile Training”. Basics are appropriate for those new to the workforce, but they usually are not the problem.

The greatest service challenges are not from those few new, who don’t know how, but the vast majority who have forgotten why.

It is a problem not of heads, but of hearts. What’s needed is not a new way of doing, but a renewed reason for doing.

Astonishing Servic...

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The Real Cost of Leadership Lost

May 14, 2014 Affective LeadershipAssociation InsightsAstonishing ServiceCustomer ServiceEmotional IntelligenceGreen SolutionsPeer Powered Performance  No comments

Leadership Lost

There have been a gazillion articles, studies, examples and illustrations but none seem to so succinctly cover a few of the more poignant priorities.  If I am to honestly take stock of my twenty plus years as a manager I was, based on today’s standards, particularly pathetic.  That is not to say that I was all that sharp at the time but my point is that we live in an entirely different culture...

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On-Target On-boarding

May 11, 2014 Affective LeadershipEmotional IntelligenceGreen SolutionsPeer Powered PerformanceTraining

Governance vs management

I originally wrote this for training seasonal employees but I also believe it applies to any nonprofit attempting to on-board a new board member, volunteer or staff.  I would now use a digital flash system but the purpose and approach is the same.  First it is important to know for a fact that those who say they understand governance also believe they fully comprehend quantum physics.  They may really know their stuff but it is better to test first and rather than regret later.  

One of the...

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Leading-Edge Leadership

April 11, 2014 Affective LeadershipAssociation InsightsEmotional Intelligence  No comments

Why Change Pyramid

The days of top down “Anything” are over.  The choice for everyone is evolution or extinction and those with the best ideas for improvement are closest to the customer.  Those on the leading edge of of the customer interaction are the only ones who experience the disconnections.   “Being There” is the key to improving care. 

Whether you are a struggling start-up, heritage hierarchy or as ginormous as Google everyone deserves an opportunity to “tweak the tension”...

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