In my Quality Customer Service training, I ask participants to complete a simple exercise where they answer some quick questions: (1) how old should a piece of pie be that is served in a restaurant? (2) what time should a 16 year old be home on a Saturday night? (3) how do you know if [...]
Someone once said, “A goal is a dream with a deadline.” For many organizations, the time is approaching to set goals for 2010. There’s always lots of debate about how to set goals and whether they should be stretch goals. So, let’s look at the goal setting process to make sure we’re doing it correctly. [...]
A lot of people throw around the idea of building consensus as a way to sound collaborative. “Hey, let’s be in consensus on this idea, okay?” or “We want our managers to build consensus with the workforce, rather than just telling them what to do.” In fact, there probably aren’t any people who are against [...]
I guess you know a blog is successful when people start to ask you to blog on particular topics. That happened to me last week when someone asked me to write a blog on the importance of a boss being consistent. Apparently, this individual was struggling with his boss and wanted to forward the blog [...]