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Here’s What Bad Bosses Say

Posted by sybil | On: Apr 25 2017 | In Engagement, Training & Development
Steer clear if someone you work for – or with – says any of the following: “I’m not the boss because I’m always right. I’m always right because I’m the boss.” “Why should I invest in your training? You’ll just take all this knowledge...

Engaging Conversations with Volunteers

Posted by sybil | On: Apr 18 2017 | In Engagement
“Volunteers … work not for money but because they want to give back, make a difference, change the world.”  Sally Helgesen While the need to give of themselves may motivate volunteers to get involved, it doesn’t ensure their continuing commitment. What keeps them involved...

The Problem with Top-Down

Posted by sybil | On: Apr 11 2017 | In Engagement, Musings
Going horizontal in a vertical world by David Zinger Our organizational problems stem from being so vertical in a horizontal world. Elevators of rank, privilege, and delusion traverse up and down the corporate hierarchy giving the illusion of height over width. Even our page views...

A Manager’s Guide on How to Cope When Team Efforts are Taken For Granted

Posted by sybil | On: Mar 28 2017 | In Customer service, Engagement, Training & Development
I had an interesting discussion with a colleague who manages an internal service department for a medium-sized organization. She’s a supportive manager whose team takes pride in providing quality service to internal clients. However, she finds it a challenge to keep her employees...

Are You Guilty of Treating Your Customers Like Chopped Liver?

Posted by sybil | On: Mar 21 2017 | In Customer service, Engagement, Marketing
The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based company that’s...

Sharing a Positive Message: Interview with Laughing at My Nightmare’s Sarah Yunusov

Posted by sybil | On: Mar 07 2017 | In Engagement, Training & Development
I am one of more than half a million followers of Shane Burcaw’s Laughing At My Nightmare blog. I’m also greatly impressed with the nonprofit organization he co-founded with his cousin, Sarah Yunusov, with the mission “to spread a message of positivity while providing...

How Will You Honor Your Employees on Recognition Day?

Posted by sybil | On: Feb 21 2017 | In Engagement
Recognizing and affirming employee value is critical to creating and sustaining employee engagement. And while workplace recognition should be a no-brainer, Gallup research found otherwise. According to Gallup practice manager Annamarie Mann and researcher Nate Dvorak, ” …...

The Engaging Customer Experience as a Differentiator

Posted by sybil | On: Feb 14 2017 | In Customer service, Engagement
[I'm pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope:  Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding...

Confessions of a Recovering Nonprofit Executive

Posted by sybil | On: Feb 07 2017 | In Engagement, Training & Development
One of the most challenging jobs I know of is held by people who work in nonprofits — they are as passionate about their work as they are stressed trying to accomplish much with limited resources. I explored this topic recently with a former nonprofit leader, Debrah Cummins,...

What to Look for When Replacing a Manager

Posted by sybil | On: Jan 31 2017 | In Engagement
A colleague expressed frustration about a corporate search that took nearly a year to replace a department head. It takes time to bring in the right person, and urgency takes a back seat to finding the right fit. The challenge, however, is getting through the process as employees...