What I Enjoy about My “Work” as a Facilitator

How many people do you know who truly love what they do? Well, you can count me as one of them. Combining multiple roles of “catalyst, conductor, and coach,” my work as a facilitator is complex, challenging, and gratifying. Projects may appear to be similar, yet each facilitated session is unique. I enjoy my work 

Continue Reading…

Boss’s Day 2020 – Appreciating the Best and Worst Bosses

Seeing the selection of Boss’s Day cards for October 16th reminded me of the bosses I previously worked for who ranged from great to toxic. [See my suggestion below for observing Boss’s Day this year.] I had the privilege of working for a few executives I highly respected. I also worked for execs who were 

Continue Reading…

Important Reminder for All Employers

It’s been several months since COVID-19 disrupted and changed the workplace. Regardless of where your employees now work – whether from home, at your place of business, on the road, or some hybrid approach – the following still applies. “The way your employees feel is the way your customers will feel. And if your employees 

Continue Reading…

Exploring the Work-from-Home Experience & Its Out-of-Office Toll

Employees who are used to working in an office environment have undergone an abrupt change to working from home the past several months due to COVID-19. Curious to learn how they were handling the absence of in-person communications, collaboration, and teamwork, I reached out to colleagues (executives and professionals in a variety of organizations where 

Continue Reading…

Beware of “Askholes” & Others Who Won’t Listen

Understandably, people who ask for advice may not always follow it. But how they listen and respond makes a difference in the outcome and its impact on others. This includes frustrating encounters with “askholes” — people who constantly ask for your advice, yet ALWAYS do the complete opposite of what you told them to do” 

Continue Reading…

“Are Your Customers Getting Ghosted?” Guest Post by Chip Bell

[Note: When I wrote about the harm of ghosting at work, it focused on how the actions of prospective employees and HR can damage the employer brand. In the following post, well-respected authority on customer service, Chip R. Bell, addresses how ghosting can also damage the consumer brand when customers experience “intentional indifference.” This was originally 

Continue Reading…

Pathetic Tales from the Clueless in Charge

Incredulous but true. Here are several examples of the absurd-in-action from the executive suite. A colleague who works in sales shared that her employer is undergoing massive changes and consolidation. Besides reducing staff and increasing the remaining employees’ workload, management also lowered sales commissions while raising sales goals. At a staff meeting the head of 

Continue Reading…

What’s Reflected in Your Brand Mirror?

To hold on to your customers amid strong competition, it’s important to provide a positive customer experience. But where do you begin? You start from the inside out with the employee experience because the way employees feel is the way customers will feel – and if your employees don’t feel valued, neither will your customers.  

Continue Reading…

True Confessions: I’m Tired of Employee Engagement

I started working on employee engagement long before the “e” word came into vogue, and I’m tired of it. Here’s why. Overused as a business buzzword, the term “employee engagement” has become meaningless. It gets talked about in executive suites and management meetings, yet few companies actually do anything about it because too much effort 

Continue Reading…

How to Respond When Your Best Employees Quit – Guest Post

[Note: Following up How To Avoid Losing Your Best Employees, Meredith Wood shares the warning signs of when employees are getting ready to leave and how to respond when they do.] U.S. workers are also quitting their jobs more than ever before, according to the Bureau of Labor Statistics. In October 2018, over 2% of 

Continue Reading…