Leadership Blog


The Obvious Question: And How to Get It Right

In most organizations an important part of leading is being able to articulate and “sell” the great work of your team to other key stakeholders. Strong results and quality thinking in bad packaging can be overlooked. A great presentation can quickly go […]

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How to Have a More Powerful Development Conversation

For a variety of reasons, many manager/employee relationships stay formal, cordial, and don’t realize their full potential. The conversation stays focused on the work at hand, and hopefully there is some discussion of strengths and development needs, along with a plan to […]

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Small Gestures of Trust Build Great Results

I was attending a breakout session on social media strategy at the International Customer Service Association conference, when the presenter asked, “who allows their reps to have Facebook on their work computers?” This is not the norm in the call center space, but one guy […]

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