Posted: October 29, 2015 | Categories: Leadership

A few months ago I was reading an article in an industry trade magazine.  It was about top-down communication in organizations.  Here were the survey results:

When top management was asked if their front-line team members clearly knew what was expected of them, over 80% said yes.  Then the group asked the front-line people if they were clear on exactly what was expected of them.  Only 40% said yes.  That is quite a gap, isn’t it?  It can also be costly.  As leaders, we need to clearly communicate our expectations.Read More…

Posted: September 25, 2015 | Categories: Leadership, Sales

“Don’t start what you can’t finish”  – The Sorcerer in “The Sorcerer’s Apprentice”

Several months ago I read a news story about a large national  fast food chain and their perceived quality of customer service.  They were in 5th place.  That wasn’t where they wanted to be, and it bothered them.Read More…

Posted: September 8, 2015 | Categories: Leadership, Team Building

I want to share with you one of my favorite examples from all my years of facilitating leadership and management classes:  Several years ago, one of my class members was relating a childhood incident that they believed to be a defining moment in their lives.  It was when they were a toddler, and they accidentally knocked over a glass of milk.  It spilled all over the floor, and was quite a mess.  Mom was nearby, of course.  Read More…

Posted: September 3, 2015 | Categories: Leadership, Self-Improvement

Listening builds trust.  When I work with someone to become a stronger leader, we almost always start with the fundamentals and practice of being a better listener.

One of the biggest barriers to being a good listener is filtering:  Here is what I mean:  We all come from different places, backgrounds, and ethnic groups.  We also have a lifetime of experiences that have led us to form our own opinions and perceptions.  When we are talking to someone for the purpose of understanding them better, we have to learn to turn the “filter” switch off.  Here is an example:Read More…

Posted: September 2, 2015 | Categories: Leadership, Team Building

Do you like it when people whine?  I didn’t think so.  Aside from Oscar the Grouch, I don’t know of anyone who enjoys a whiner.  But what if they are just sharing a concern?  What is the difference?Read More…