People tend to talk about commitment in fractions, as though we can be partially committed to something. But the purpose of making a commitment is to let someone know that he or she can rely upon us to act a…
Blog Archives
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…
Tagged with: customer service, featured, headline, integrity, language, performance, responsibillity, trust
Posted in Articles
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…
Tagged with: alignment, commitment, communication, conversation, goals, integrity, language, performance, responsibility, training, trust, value
Posted in Articles
Posted in Articles
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 Specified from Important
When issues arise at the workplace, it can sometimes seem like a scene right out of an Abbott and Costello bit, as one misunderstanding begets another until we and our clients are confused and unproductive. Situations like this often arise…
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…