leadership tagged posts

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...

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...

EQ lessons from a Malignant Melanoma January 31, 2013 Affective Leadership, Emotional Intelligence, Positive Deviance, Spirit at Work, Video Samples No comments

MSTI seemed like a nice cheerful name, like a day at the ocean, until you remember the “T” stands for tumor. Now I am feeling more like Clint Eastwood’s character in “Play Misty for Me”. The all too real part is I am waiting to learn just how carved up I am going to be. We had just checked in for our first appointment with Dr.Lung. I was thumbing through magazines trying to appear unconcerned, and Patty had wandered into the outer lobby...

Insulted by Incivility January 28, 2013 Affective Leadership, Emotional Intelligence, Positive Deviance No comments

According to the 2012 U.S. Agency For International Development Federal Employee Viewpoint Survey Results more than 70% of federal employees feel that under-performers are not being managed effectively. When asked to respond to the statement “in my work unit, steps are taken to deal with a poor performer who cannot or will not improve” only 27.9% responded positively.

Underachievers in any system can be a challenge, and even more so in highly regulated and unionized environments...

Googling Leadership January 15, 2013 Affective Leadership, Emotional Intelligence, Peer Powered Performance No comments

Over the past fifteen years I have worked with some amazing managers. They are dedicated, hard working and with few exceptions most were promoted into their roles primarily because of their technical expertise. This is not to say that many don’t have exceptional leadership skills, but that “soft skills” are often viewed as being less important than their more quantifiable counterparts.

Google Stock analysis This is not unlike the culture that created Google, where algorithmic expertise was prized above all ...