Category Affective Leadership

Astonishing Service™ December 15, 2021 Affective Leadership, Association Insights, Customer Service, Emotional Intelligence, Keynote Keys No comments

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...

The Most Dangerous Storms December 15, 2021 Affective Leadership, Astonishing Service, Customer Service, Emotional Intelligence, Training

Despite all that I have done to learn the skills to improve my “Emotional Intelligence” my primitive chemistry doesn’t always want to stay in the cage where it belongs. This is true for all of us to some extent and is part of our evolution as a species. The limbic system which floods our bodies with Cortisol when confronted with a perceived threat responds in two hundredths of a second, while our thinking prefrontal cortex may take as long as two full seconds to respond.

If we are bein...

Onboarding-Weigh the Anchors for EVERYONE December 15, 2021 Affective Leadership, Association Insights, Emotional Intelligence

2015 has been a year of new beginnings a chance to leave behind missteps of the past and start fresh. As we have come to know our new clients we realize that the greatest challenge, at least initially, would not be what lies ahead, but what is dragged behind.

If you are in the position of replacing a departing team member your new addition will not only have to be equipped to do their job but they will also carry the weight of preconceptions left over from the person they are replacing...

Multitasking’s Pygmalion Payback December 15, 2021 Affective Leadership, Emotional Intelligence, Peer Powered Performance, Positive Deviance, Training No comments

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...

Managing Malignancies December 15, 2021 Affective Leadership, Customer Service, Emotional Intelligence, Peer Powered Performance, Positive Deviance, Social Smarts, Spirit at Work, Topics, Training No comments

The story is true, the setting is healthcare but the emotional intelligence, communication expertise and service delivery systems can (and should) be lessons for anyone.

I appreciate the kind concerns that have been expressed by so many but the purpose of this article is to provide a platform for evaluating your own service delivery systems. Real Lessons, Real Science, Real Solutions. It is easy to talk in the abstract...