We now work in a world of new and changing customers. We have customers who have higher expectations and greater demands. They expect to be included in decision-making, problem solving, planning and implementation of policies, procedures and strategies. They want us to listen to their input, review their feedback and appreciate their efforts. Indeed, customers
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Organizations are insisting on new levels of accountability in their employees. Responsibility, power and authority are being pushed down to lower levels. For this to work, you have to stand accountable. You can no longer hide behind the company logo anymore. Careers simply carry more personal exposure these days. Rationalizations like “I tried … I
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Time seems in such short supply that many people don’t have time to attend a seminar or read a book on time management. For those time crunched people who are looking for some quick suggestions for making the most of their time, here are 25 keys managing time effectively. Don’t rush. People who don’t
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Working Smarter not Harder is one of our most popular topics. There are many ways to accomplish this and in our courses we discuss these in detail. One of the greatest ways to work smarter, is to manage your levels of stress at work. Managing stress starts with an understanding of what it is and
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Sometimes you are called upon to write an email hoping to persuade the reader to take some particular action. This email may be a “sales” email, or an email concerning some procedure. It may be a follow up and reinforce to other methods of persuasion, or it may simply be a goodwill email. Although every
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What is this new idea of “coaching” the customer? What do we mean when we apply the term “coaching” to customer service? What happened to the “them” and “”us” approach? We now work in a world of new and changing customers. We have customers who have higher expectations and greater demands. They expect to be
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Flexibility and adaptability may apply in all kinds of settings. Supervisors today are required to manage ongoing change and transition with that same flexibility, adaptability and responsiveness. Change is now the norm – everything changes and then changes again. During the early 1900’s, 85% of our workers were in agriculture. Now agriculture involves less than
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Motivation may be one of the greatest challenges supervisors face. People often comment: “We have to get motivated here.” “The staff here lacks motivation.” “He/she needs to get this group motivated.” “The morale here is low.” “You need to get your team motivated – they aren’t working up to their potential.” Behaviours as Indicators Some behaviours
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Ninety-nine percent of the people who come to my writing classes were born non-writers and have stayed that way all their lives. For them, writing has always been an unpleasant chore. Answering a simple letter looms ahead like a visit to the dentist. But they have to do a certain amount of writing in their
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Somehow, over the years we’ve been led to believe that higher management is accountable for employee morale. Nobody even seems to question the notion anymore. If attitudes go sour, the boss gets the blame. If employees are mentally down and out, the company is expected to provide emotional hand-holding until its people are happy again.
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