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Recent news stories have described the challenges that many customer service professionals face in today’s environment. These stories capture customer impatience with understaffed businesses, objections to public health guidance and irritation about missing items due to supply chain shortages. Many customer service representatives are taught that the customer is always right. And it’s true, your…
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Preparedness takes different forms and needs different tools depending on who is impacted and when. Here are two scales to consider: WHO: Is the focus on the individual, or the larger office or organization? WHEN: Is the focus on an immediate emergency or event, or longer-term safety planning? When combining these scales, there are four…
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There has been a significant shift towards work-at-home arrangements over the past couple of years, and many see the remote workplace as a permanent feature in the future. For organizations, this is a good time to think about new workplace safety needs in this virtual environment. As we prepare for National Preparedness Month, here are…
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For National Preparedness Month, it is useful to assess your readiness for an emergency. If you were notified you had to leave your home within the hour, what would you do and what would you regret not having in place? Here are eight tips to consider for increasing your preparedness: Develop a habit to keep…
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There is a tough balance between authentic leadership and situational leadership. We ask leaders to be true to who they are, while also asking them to adjust their approach to fit the situation or person at hand. When considering situational leadership, we tend to praise leaders and managers who are naturally resilient and flexible—if flexibility…
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We recently worked with an organization with two important teams. One was an “operations team,” focused on basic case management—where consistency and steady thruput were important success factors. The other was a “strategic initiatives team,” focused on developing new approaches for the case management team—new software tools, new research methods and new services. The…
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Leaders and managers are responsible for leading teams to success—but what does that look like in these uncertain times? In some parts of the country, leaders are navigating the realities of returning to the office after long-term telework. In other workplaces, leaders are wrestling with health-related mandates as COVID-19 cases persist. Teams are getting to…
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Engaging on social media is a choice. If your organization chooses to be active on social media sites, though, it makes it harder to ignore bad news. In short, you need a plan for when things blow up. Bad things can happen to good organizations. Products can break or people can be hurt using them….
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Done strategically and thoughtfully, social media engagement can be a valuable addition to an organization’s communications toolbox. You also have employees, who can either expand your positive impact or get you in trouble. In this article, we discuss tips for helping to manage your employee’s presence on social media. Develop a policy for employees: How…
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Organizational success with social media requires an interesting blend of immediate actions and long-term management. Organizations need to ignite engagement through quick responses, while also having long-term governance strategies to manage that engagement over time. In this post, we introduce the elements of social media governance most needed for success. Governance includes all the policies,…
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