Blog Archives

Banishing Burnout

If we want to be high achievers, we have to work really hard; if we work too hard, we’ll get burned out and fail to achieve much of anything. Contradictory? Not exactly. It’s about perception. Sometimes, people warn us that

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The Performance Conversation

The performance conversation is the third of three critical conversations for supervisors to have with team members and prospective hires. The supervisor will first want to ascertain the team members’ commitment to and alignment with the organization’s values via the

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The Brazil Test

Does it ever occur to you that perhaps fewer people could easily do all of the work that your business requires? Certainly, one indication that the people-to-work ratio is off-kilter is when team members are sitting around waiting for work;

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Merging Technical and Personal Performance to Create Stellar Customer Relationships

Creating a loyal client relationship requires great personal performance and great technical performance. Customers actually sometimes care less about what they ask for than about how they are treated. We can never achieve a high level of customer loyalty without

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Training Ourselves to Trust

Most people believe that trust is something people have to earn, and that such trust is granted consciously. This article challenges part of that notion. What if the reality is that we trust someone because they’ve done things that our

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The Values Conversation

The values conversation is the second of three critical conversations for supervisors to have with team members and prospective hires. At ITX, we are implementing these conversations across the board, with all of our team members, in order to align

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Choosing the Right Words:

How Language Choice Impacts Comprehension and Results When we need to discuss a less-than-optimal situation with someone, we often struggle for the right words to effectively communicate what we need to say without causing resentment. Delivering criticism, no matter how

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Rating Your Team Based on What Really Matters:

Values and Critical Behaviors by Ralph Dandrea, Frederick Beer, Jonathan Coupal, Sean Flaherty and Hernan Chiosso Determining a team member’s efficacy can be a daunting task. Traditionally, managers have relied upon their memories of recent events to critique performance during

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Introduction to Spectacular Service

A 7-Part Recipe to Move Clients from Anxiety to Joy When clients complain – in any industry, whether it’s service or product based, and whether it’s an internal client or an external client — our first instinct is to try

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The Commitment Conversation

The commitment conversation is the first of three critical conversations for supervisors to have with team members and prospective hires. It is intended to give supervisors the benefit of knowing the commitment level of each team member at any given

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Posted in Articles