We talk a lot about delivering value at our organization, and we do a great job of putting that into practice. However, there is a step that occurs beforehand that allows us to even get to that point: creating those…
Blog Archives
Creating Opportunities to Deliver Value
Tagged with: alignment, conversation, integrity, opportunity, responsibility, trust, value
Posted in Articles
Posted in Articles
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…
Tagged with: alignment, commitment, communication, conversation, goals, opportunity, performance, training, value
Posted in Articles
Posted in Articles
A Management Compass: Using the Hoshin Star to Rank Priorities
Organizations always have a number of competing priorities, and determining which ones require our immediate attention can be a huge challenge. It’s impossible to tackle every available opportunity and problem in all areas at once, but if we rank our…
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…
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…
Tagged with: alignment, conversation, goals, integrity, language, opportunity, performance, value
Posted in Articles
Posted in Articles
Distinguishing Superheroes from Villains
Customer service is usually perceived as a necessary evil, not something we get excited about, on either side of the phone. What if we instead viewed our part of the customer service equation enthusiastically, as an opportunity rather than a…
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…
Tagged with: anxiety, commitment, communication, conversation, customer service, integrity, opportunity, performance, responsibility, trust, value
Posted in Articles
Posted in Articles
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…
Tagged with: anxiety, commitment, communication, conversation, goals, integrity, opportunity, performance, responsibility, trust, value
Posted in Articles
Posted in Articles
The Bluebird Strategy
In both our personal and professional lives, we yearn for golden opportunities to present themselves. Small opportunities are nice enough, but it’s the really big ones that are the stuff of daydreams. The Bluebird Strategy is an approach to being…