Customer Service Behind the Mask: We Need More Like Laura

With the exception of surgical doctors and nurses who are used to communicating while wearing masks, many of us are challenged to communicate effectively when half of our faces are covered. Until the pandemic, I took for granted how much our facial expressions greatly enhance verbal communications and personal interactions. Yet skilled service providers can 

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What R-R-Resonated with Me in 2020

Like most people, I’m looking forward to putting 2020 behind us. Reflecting on the year, I noticed many words starting with “r” used to describe the pandemic’s immediate, near- and long-term impacts. Here are the r-words that most resonated with me and why. Response and recovery How healthcare professionals, scientists, leaders, and communities acted to 

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“Hi, this is a truly candid auto-reply you wish you’d thought of first”

“Find lightness and humor in each day. There is a lot to be worried about, and with good reason. Counterbalance this heaviness with something funny each day …” Margie Donlon, psychologist This is why I’m sharing this post from Vu Le, a respected nonprofit professional, writer, speaker, and founder of Nonprofit AF. I love his 

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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 

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Building Connections and Engagement in “Smart Women Conversations”

Connecting and engaging people in the workplace with LEGO® … just one of many fascinating topics shared in my video discussion with Smart Women Conversations’ host Yvonne DiVita, respected blogger, serial entrepreneur, and my former publisher who remains a dear friend. Yvonne launched Smart Women Conversations to “inform, educate, create laughter and share stories of 

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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 

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When Strategic Change is Designed to Disengage

After hearing from clients and colleagues undergoing organizational restructuring, I’m totally confounded by their descriptions of what’s happening. Managers are brought in from “corporate” or outside the organization and placed in positions to make changes without gathering any input from current managers who are running successful business units. Yes, I get that company execs can 

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Low Unemployment – What It Means for Employee Engagement

“Companies are in a talent war. It’s a race to get the best candidates quickly since unemployment rates are lower than they’ve been in years.” “The days of employees being thankful just to have a job are over and likely will not return for a while. Instead, the onus is on employers to cultivate and 

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