Author: fifthwave

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“New Lows In Customer Service: The Art Of Malicious Compliance.”

As I travel around the country, the epidemic of indirectly hostile behaviours, directed toward consumers/customers, becomes more and more apparent. These are behaviours that say, primarily non-verbally: “I will do what I’ve been trained to do; say what I’m supposed

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“Pretty Woman Syndrome: Helping Good-Looking People Overcome Their Handicap”

A few weeks ago, I was facilitating an accountability group with eight financial services professionals. As people came into the room, I couldn’t help but notice a very attractive young woman, dressed in a manner that was designed to draw

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March 2012

Are you looking for a life-changing experience – career-wise and personally? If you are, you need to sign up for “The Leadership Imperative: Managing Yourself for Growth and Change;” the Executive Education Seminar that I’ll be teaching this summer through

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February 2012

This is a Morrie “News Alert”! Unlike the overuse of this term by the media (especially Fox News), this is really important. The date of the Executive Education Seminar has been changed. The new date is June 15 – 17,

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“The New Normal – Unending Unpredictability”

For a number of years now, I’ve heard people talking about how unpredictable business has become; with the implied assumption that one of these days, the unpredictability will finally end, or at least, level off, and we’ll return to a

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October 2011

By now, I wonder if there’s any point in explaining why the newsletter is so late, since it almost always is. But I will, anyway. First reason: It’s an agony writing them, but I really like the finished product. It

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“The Lost Art of Connecting”

It’s become clear to me, these days, that we’ve lost the art of connecting – both in business and in our personal lives.  What I mean by “connecting,” is the ability to listen to other people’s feelings, understand their importance

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July 2011

ITS A HIT!Our first Executive Education Seminar was extraordinary! It turned out to be a business and life-changing experience – a super “think tank,” as one of the participants put it. Here are the exact words of one of the

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