Author Archives: Sheryl McAtee

Entering the Holiday with Energy and Eagerness: Managing Time Through the Holidays

Entering the Holiday with Energy and Eagerness: Managing Time Through the Holidays thumbnail

Many people are approaching the end of 2021 with a sense that a New Normal may be emerging. Kids are back in school, families are gathering again, and businesses are settling into new telework and remote work patterns. At the same time, many are experiencing stress and challenges at work in managing supply chain challenges,…
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The Irony of True Engagement: Stretching Hurts!

The Irony of True Engagement: Stretching Hurts! thumbnail

Different employees want different developmental opportunities. Some prefer the stability of a long-term dedicated role; others want to be stretched to grow and learn something new. Some may see new opportunities as the organization just continuing to raise the stakes; others may seek that challenge. For high-performing employees who want to be stretched, the most…
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Employee Retention – Making the Case for Staying

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With rapid shifts in the economy and business landscape, retaining current employees feels like an important mandate.  Employee retention is certainly vital for operations and continuity.  It is also important to be objective in weighing both their value to you, and your value to them.  Here are some questions to ask in this process. How…
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Why Clear Communication in Customer Service is Essential to Business

Why Clear Communication in Customer Service is Essential to Business thumbnail

Communication is essential for most human-to-human interactions, and customer service is a key example of these interactions.  Effective customer service involves “reading” the other person, gathering information, and responding to those needs. Here are examples of how great communication supports customer service: Suspend judgement. Serving customers requires an open mind, so you are gathering information…
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Learn from Customers in Challenging Times

Learn from Customers in Challenging Times

The pandemic has fundamentally changed many businesses, and the expectations and needs of many customers. How can a business learn from and use these changes to improve customer service? First, it is important to evaluate how customers and their habits have changed over the past several months. How have their goals changed? How do they…
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Customer Service: Managing Bad Customers

Customer Service: Managing Bad Customers thumbnail

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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Systematic Workplace Safety: Asking Who and When?

Systematic Workplace Safety: Asking Who and When? thumbnail

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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Workplace Safety in a Remote Work World

Workplace Safety in a Remote Work World thumbnail

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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Bridging Work and Life – Eight General Tips for Preparedness

Bridging Work and Life – Eight General Tips for Preparedness thumbnail

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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