Monthly Archives

May 2018

Three Tips to Leading and Motivating Millennials

May 25, 2018
Five years ago I was hosting a session of over 100 HR professionals at a user conference on the topic of managing millennials.  I was totally surprised by the anger and frustration they had for this generation. Why? Simon Sinek in an interview described the problem with millennials, saying they are tough to manage, entitled, lack focus and lazy.  Talking…
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Q & A: How do I foster an engaging work environment?

May 23, 2018
LeadershipQ and A
As leaders, we expect our employees to have the same work ethic and drive as we do. The problem is: That is not reality. So, then, how do you create an environment that engages every team member? The short answer: It’s up to you! Leaders must create an environment where employees get engaged, and not simply expect them to engage…
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In My Library: The Ideal Team Player

May 21, 2018
In My LibraryLeadership
Patrick Lencioni is the author of ten business books that have sold nearly five million copies, including The Five Dysfunctions of a Team. The Wall Street Journal called him “one of the most sought-after business speakers in America.” He consults on topics related to leadership and organizational health. Lencioni’s more recent book, The Ideal Team Player: How to Recognize and…
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Team Structures That Generate High Productivity

Hint: defining a winning team structure is not enough

May 18, 2018
Empowered teams. Self-managed work teams. Projects teams. The list of emerging teamwork strategies could go on forever, trending on to the next best-ever management theory in rapid succession. No matter what new team management strategy becomes the flavor-of-the-month, my own experience tells me that successful, high-productivity teams always possess these two fundamental characteristics: A common goal A management committed to…
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Four Keys to World-Class Customer Support Centers

May 16, 2018
Customer Service
Consistent world-class customer support is hard to find, but, when a company is successful at delivering excellent service, I find that there are consistently four key areas where they excel. These areas have become so much a part of the culture of these types of companies that they are able to spend their time making process improvements. #1 – Common…
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Six Ways to Reduce Call Center Burnout

May 14, 2018
Customer Service
Having been field-tested in the fires of call center management and call center leadership, I have learned 6 critical, and truly practicable, things you can do to keep your call center employees engaged, happy and productive. Some background… The decade of the ‘90s turned out to be a great 10 years for the service and support industry. Due to a…
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