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The Inconvenient Truth About Following Procedures – She called me “Madam”

Processes and procedures are essential for accomplishing goals efficiently and effectively, but is your organization implementing them in a way that erodes customer relationships? Case in point: a recent experience I had with an airline that shall remain un-named. Procedures Over Customer Relationships The flight from Charlotte, NC to Washington, DC should take around 90 … Continue reading The Inconvenient Truth About Following Procedures – She called me “Madam” MORE >

Suicide Among Execs: Coping with Stress in the C-Suite

The recent, unusual number of suicides by top executives reminds me of how important it is to talk about the dangers of severe stress in the workplace and some steps you can take to manage your own stress. Just consider this (incomplete) list of media coverage: On Tuesday Kate Spade, the founder of fashion line … Continue reading Suicide Among Execs: Coping with Stress in the C-Suite MORE >

The Right Negotiation Approach Matters

It was a mess. A large government agency administered contracts through individuals and departments scattered across the country. The process had broken down so badly that substantial amounts of money were at risk, contracts were disappearing into “black holes,” and legal action was pending. Emails were flying back and forth with as many as 33 … Continue reading The Right Negotiation Approach Matters MORE >

Why Are We Doing This? Setting A Clear Purpose & Goal

Insight This past fall I volunteered for a fair run by a service organization I belong to. The weather was gorgeous. There was a variety of entertaining activities, great food, and good music. Over 145 children and their parents attended. Everyone seemed to have a great time, including the 20 volunteers. But at the end … Continue reading Why Are We Doing This? Setting A Clear Purpose & Goal MORE >

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