Posted: October 9, 2025 | Categories: Customer service, Leadership, Team Building

Growing up, I remember my father’s toolbox.  My favorite tool was the vice grip.  It was a powerful tool that could get off any nut or bolt no matter how beat up or rusted it was.  Although the vice grip was my favorite, I learned to be careful how I used it.  It would usually damage whatever I was trying to get off.  If I wanted to re-use the nut or bolt, I would use a gentler tool like a box wrench.

Today we have many communication tools we did not have in my youth.  Texts and emails are the most common advancements that come to mind.  Like any tools, we need to use the “right tool for the right job”.  If not, we can do damage.  Here is an example:

Several weeks ago, one of my coaching clients received an email that was not of a friendly tone.  It also contained judgment and insults.  My client (Pam), emailed her back in response.  Very quickly, she received a response email that was even more acerbic.  At this point, Pam stopped, went down the hallway, and talked with the other person one-on-one.  With a good conversation, they came to common ground.

In my working with teams, I find that texting and sending emails can be a good idea or a bad one.  Electronic communication tends to work well when the message is transactional.  You can confirm schedules, send attachments or even give a few instant “Pats on the back”.  On the other hand, if you receive a nasty email, I recommend you respond with “Jane…let’s talk”.  Doing so can help keep small conflicts small.

Posted: September 23, 2025 | Categories: Leadership, Self-Improvement, Team Building

Think of a time when you were working or interacting with someone and they “snapped” at you.  It was unexpected, and it took you off guard.  You may have reacted by saying or doing something that you would later regret.  Instead of reacting, I think there is a better way to respond in such a situation.

When I was in my 30’s, I was reading an article on Roy Rogers, the most popular TV cowboy of the early 50’s.  Roy had a full career and a wonderful life.  People loved working for him.  He and his wife Dale treated everyone like family.  His kindness was legendary.  To illustrate, one day he was talking to a team member, and they were getting tense and frustrated.  Instead of reacting, Roy paused with a loving sparkle in his eye and said, “Let’s take a walk”.  They did, and Roy just listened.  It should come as no surprise that his team member was struggling with something personal, and it was showing up in their demeanor.  Roy Rogers knew the value of taking a pause and listening to understand.  No wonder his team was so loyal!

Whether at home or at work, we will all have days when something is “eating” us.  It may relate to a challenge with a relationship, finances, or even health.  Whatever the issue, we need to not let it affect our work.  When another is showing irritation or frustration, we may want to take a Roy Rogers time out and get in sync with the other person.  If we do, we will be taking a step towards a more positive and productive team.

Posted: September 9, 2025 | Categories: Customer service, Leadership, Management, Team Building

In my decades of team coaching experience, one of the most important capabilities of a highly productive team is clear and timely communication. The good news is that there is something we can do to have near-perfect team communication and it will only cost us $15. Permit me to explain:

Last Saturday morning I bought a dozen donuts and took them to the shop that does my car repairs. They had just completed working on my car, and the job they did was above and beyond. I wanted to show my appreciation so I bought the service team donuts. The service manager smiled, thanked me, and simply took the box of donuts and put them on the desk behind him. Within two minutes, I saw this large group of team members moving towards the office area. I thought management must have called an important meeting. Nope. The group was headed in a beeline straight for the box of donuts. How did this happen? I hadn’t observed any texting or phone activity. The information spread quickly and was communicated with resounding accuracy.

I am not suggesting we can build our team communication on a solid flow of fresh donuts. Not only is that impractical, it would probably be unhealthy. My questions is: “What can we do (feasibly) that will create the quality and the clarity of the communication generated by that box of donuts?”  If we can answer that question, we can save our company those costly errors caused by poor communication.

Posted: August 13, 2025 | Categories: Leadership, Management, Team Building

The date was June 20th of 1993.  It was game six of the NBA championship finals between the Chicago Bulls and the Phoenix Suns.  The Bulls were down one, and there was 10 seconds left in the game.  Bulls coach Phil Jackson noticed his star player, Michael Jordan, reverting back to a bad habit of his tendency to hog the ball.  Phil called a time out and motioned Jordan over.  All he said to Jordan was a question consisting of two words:  “Who’s open?”  Jordan got the drift, nodded, and went back on the court.  Soon afterwards, he passed the ball to teammate John Paxson.  Paxson went for a 3-pointer and made it.  As a result, the Bulls won the championship.  The interesting point is that according to Phil Jackson in his book “Sacred Hoops”, John Paxson was the weakest player of the 5 on the court.  As demonstrated in this example, so often the most effective coaching can come from good questioning rather yelling and chewing people out.

As leaders, parents, and managers, we know that there are patterns of behavior that are productive, and other patterns that hold us back.  I’ll never forget the time early in my career when there was something I needed to do that I kept procrastinating.  After several reminders, one day my boss asked me the killer question:  “What can I do to get you started on this Steve?”  Yikes!  I was right on it.  What a “move the needle” question that was!

Here’s my advice:  When we see a pattern of behavior in someone that needs to change, think of what questions we are going to ask before we write out some speech.  Doing so increases our chances of redirecting the non-productive pattern.

Posted: August 12, 2025 | Categories: Leadership, Management, Self-Improvement, Team Building

“Whatever you can do or dream…begin it!  Boldness has genuius, power, and magic in it” 

-Goethe

Last week I was talking to one of my clients in healthcare.  He was so excited about his work that you could almost envision a glow around him.  Noting his ebullience, I asked him what gets him so fired up.  He answered, “I love my boss’s vision and I want to help him make it happen”  I know his boss very well, and what he said was true.

His boss, (we’ll call him Todd), has lived with a vision he’s loved for as long as he can remember.  It is related to healthcare for the elderly, and everything he does himself and with his team are driving that vision.  When we think of phenomena like Apple, Microsoft, or the Pyramids of Egypt, they all have one thing in common:  A big, powerful vision.  When a vision is in full force, we clearly see and fulfill our purpose, and our emotional drive is full throttle.

Surveys have shown that the majority of workers today don’t like their jobs.  If you ask anyone in this category what the vision of their company is, you would probably not get an exuberant response.  Conversely, when you ask someone who is embraced in and is totally engaged in their company’s vision, you will likely receive a lively response.  Be prepared to sit back and listen.  They would love to tell you all about it!

So what is the vision that is driving you?  Are you excited and clear about where you are going and determined to get there?  If you are, you are headed for a life you can look back on with a big “thumbs up”.