Category: Articles

“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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“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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“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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What’s Your Interpersonal Impact?”

There are a lot of things that business people learn about and focus on – management, sales, finances, succession. But it is rare for them to pay much attention to their interpersonal impact.What I mean by that is captured in

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“Is Your Personal Life Screwing Up Your Business?” On a recent flight, I had a most interesting conversation with my seatmate. (He had a fascinating job – costing out massive infrastructure projects all over the world. He had a unique

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High Accountability of Micromanagement

With superheated competition and a comprehensive examination of everyone and everything in business, these days, the question often asked me is: “How do I know when I’m being a high accountability, very effective manager; or being a micromanaging harasser?” In

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“Recruiting Is Back”

It’s becoming clearer and clearer that the gains realized from the additional productivity of the post-meltdown workforce have been maxed-out. In addition, the culture as a whole has begun to adapt to a smaller and less acquisitive lifestyle and, consequently,

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Fear and Loathing at the Water Cooler

Fear and Loathing at the Water Cooler: 5 Ways to Counter the Recession Related Employee Underground of Anxiety, Aggression, and Shame If you’ve noticed employees behaving oddly these days, it’s probably not your imagination. Two things are happening with the

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Six Ways You Sabotage Your Leadership Ability

With all your credentials your leadership skills should be impeccable. You have an MBA from Harvard or some other prestigious business school. You’ve taken every executive certification program that’s come down the pike. You’ve been trained, coached, counseled and seminar-ed

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