Words to Lead by: Shaping Company Culture

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Think about the words that people use to describe your organization. Are you going to war each day, with language like “beating targets,” “market dominance” or “fighting fires”?  Or, is the focus on people growth, with terms like “No Walls” and “One Voice.” Would you call the company a “well-oiled machine” or an “emergent lifeform?”…
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Building Balance in a Company Culture

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Think about the organizational culture of your company. Is it centralized or decentralized? Top-down or bottom up? Traditional or innovative?  We are so used to seeing organizational culture in binary terms: “this or that,” rather than “both and.” In today’s world of speed and complexity, a different perspective is needed. This article describes an organization…
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Learn How to Manage and Accept Change

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In business change is all around us, perhaps it’s a new software program that changes the way you complete your daily work, maybe your CEO retired, and the new CEO has a completely different management style, possibly you’re going through a merger or downsizing. We’ve all heard the saying “If nothing changes then nothing changes.”…
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Shaping Change by Managing Feelings

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A wonderful coach recently noted, “People don’t avoid change. They avoid pain.” She went on to stress that change management tools must consider change management behaviors— which are driven by underlying feelings and emotions. How does change cause pain?  When an employee or organization is asked to change, it can threaten deeply seated needs, such…
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Customer Service Best Practices

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Effective customer service requires understanding and responding to a customer’s motives and needs. When a need is met, the customer feels positive emotion.  When a need is not met, negative feelings may result. Reversal Theory is a psychological framework that provides a new customer service best practice model.  The theory proposes that there are eight…
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Love Your Customers

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No matter what business you are in, if you don’t have customers, you don’t have a business. You want to build a strong relationship with your customers that keeps them coming back. Afterall, customers do business with people they know, like and trust. Let’s ensure they don’t just “like” you but that they LOVE you….
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Planning Your Mentoring Sessions: A Mentoring Program Outline

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There are many ways to structure a mentoring relationship.  Some mentees benefit from a free-flowing exchange. The mentee may just need someone to talk to, or they may want to hear stories from you that offer insights for their own development.  Other mentees have expectations that demand more structure.  Mentor characteristics and qualities also play…
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Super-cali-OSHA-listic-expi-ali-docious: A Safety Song

Super-cali-OSHA-listic-expi-ali-docious: A Safety Song thumbnail

In 1964, Mary Poppins hit the theaters, and the word Supercalifragilisticexpialidocious was born. To commemorate it’s return to theaters, let’s have some fun with Pryor’s rendition of Super-cali-OSHA-listic-expi-ali-docious!   ♫ When noise is loud, and all you hear is danger all around, Then drop those decibels, and safety soon shall re-abound.   Look! We need…
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