Tag: management

“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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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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“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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April 2011

“Too Many Leaders Fail To Live Up To Their Potential, Because They Stop Working On Themselves”(Harvard Business Review, 2011) This quote captures the essence of the seminar that I’ll be teaching this summer at the University of Montana. Its designed

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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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February 2011

The twenty-four hour news cycle initiated by cable television, has tended to trivialize the notion of “history in the making.” But these last two weeks have truly brought life to the concept. Both in the Middle East and North Africa,

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