Blog Archives

Learning to Ride the Animal

Have you ever gotten into an argument that frustrated you so greatly that you shouted something aggressive and later regretted it? It’s always disconcerting when you lose control in a certain situation and look back on it afterward. Even witnessing

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Posted in Leadership

Creating Opportunities to Deliver Value

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

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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

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Posted in Articles

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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Posted in Articles

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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Posted in Articles

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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Posted in Articles

The Case for Positive Language

Language affects our feelings. When we use normative terms to describe a person or situation, we are essentially saying that they are good or bad. If it’s perceived as the latter, we might trigger an unintended fight or flight reaction

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Posted in Articles

Considering Affinity in Client Relationships

Affinity is a term that is bandied about without much thought behind it. So what is an affinity? Affinity is a liking for or attraction to a person, thing or idea. In short, it’s a connection and our connection to

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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

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Posted in Articles