Winning Against The Odds: Olympic Imperfection
The odds are against you. With all your imperfections, odds are: Someone else is more qualified, your marriage won’t last, your new business will fail, the publisher will reject you, you won’t win the election, or you’ll never make the olympic team....
Expert Advice On Creating Connection: A Frontline Festival
This month’s Frontline Festival sets a new record for submissions. I am grateful for all the experts sharing their insights on creating connection. Connecting the Dots Barbara Kimmel, Trust Across America Blog, shares Collaboration, What’s in it For Me....
Focus On The Fundamentals
I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer”. Even the rookies. Figurative basket balls were bouncing off the rim and the walls and one another. Every now and then one...
3 Listening Lessons We Can All Use From Political Leadership
A Guest Post from Rose Fass, CEO at Fass Forward. Many leaders talk a good game. Some have even managed to talk their way to the top. But ironically, there’s one leadership quality that often gets the silent treatment. It’s listening to how the message was received....What Great Customer Service Looks Like
What does great customer service look like? Best Superbowl Advertisement in Real Life It was the best Superbowl advertisement ever: It was Superbowl Sunday just before kickoff. It was the first appointment the Apple Genius Bar had available, my hard drive had crashed,...
8 Questions You Should Ask Your Boss
Build a Better Connection with Your Boss By Asking These 8 Questions Your boss is an imperfect human being doing the best they can– just like you. Help your manager help you, but starting deeper conversations. These eight questions make remarkably easy...
3 Unexpected Uses For Word Clouds: Leadership Style
At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. This year, the theme of my speech is creating “connections” with our customers and our teams. What better way to reinforce connections, than to...
How to Be a Better Middle Manager
Practical Skills to Be a Better Middle Manager “Sam” was beaming with excitement as he told me about his promotion. He was in the throes of a transition from supervisor to middle manager, He’ll now lead leaders. “But it’s scary,” he...
