training tagged posts

Energized by Inclusion

March 1, 2016 Affective LeadershipEmotional IntelligencePeer Powered PerformancePositive Deviance  No comments

Judge Hammer

Old school leaders aspire to the belief that
“he who holds the knowledge, holds the power

  The new paradigm is he who holds the knowledge,
and doesn’t share it, is probably guilty.

blank scoreboardWe would never consider a sporting event without goals, displaying confusing scoreboards or faceless time clocks.  Instead feedback is immediate, concise, compelling, and consistently understood by everyone both in the game and on the sidelines.

goal posts In contrast, many work environments are inundated with ambigui...

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Successful change is not the result of profound intention but sustained attention.

February 26, 2016 Affective LeadershipEmotional IntelligencePeer Powered PerformancePositive DevianceSpirit at WorkTopics  One comment

Shon Watkins

Shon Watkins is our “Chief Imaginator” his responsibility is to convert complex ideas into irresistible illustrations.

We have all experienced the life-changing energy of learning something that we absolutely know will change our culture forever, only to have the message fade away drowned out by too much to do and too little time.

The solution is to create a system that is:

1. Quick

word blackboard

2. Easy

3. Instantly recognizable

4. Universally understandable

5. Consistently renewing


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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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Change is far too difficult to be ENDURING without reminders that are RECURRING

June 2, 2014 Affective LeadershipAssociation InsightsEmotional IntelligencePeer Powered PerformanceSpirit at WorkTraining  No comments

Change is not the result of BIG announcements

This article was inspired by Tsufit author of Step into the Spotlight and the super cool LinkedIn group by the same name.  You can see the entire conversation string as a member but it starts out with four potential categories posted by my friend Robert Wright.

1. Authentic authentic

2. Authentic fake

3. Fake authentic

4. Fake fake 

I liked the topic and responding seemed easier than going to confessional (especially since I am not Catholic). 

I also thought others might benefit from th...

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HR: Humane Resources

May 27, 2014 Affective LeadershipEmotional IntelligencePeer Powered PerformancePositive Deviance

Hierarchical designs created before color television

Twenty years ago after creating the new employee “Service Camp” for the Coeur d’Alene Resort I was given the opportunity to move from operations to HR.  I loved the possibilities but hated the realities.  Too much time limiting liabilities and very little investment in growing resources.  (Oh, and I also hated the little office in the back hall.)   In the nearly two decades since, I find that for many (not all), little has changed.

There are still far too many resources devoted to protecti...

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