conflict resolution strategies - doodle on a cocktail napkin wit

4 Types of Team Conflict—And How to Deal With Each Effectively

Differences are inevitable when passionate people work together. Eventually, after a team gets through an initial orientation with a new task, members usually come to the realization that working together to accomplish a common goal is tough work. This occurs in the “dissatisfaction” stage of team development when the team recognizes the discrepancy between what…

Hand Cursor With Smart Phone

Customer Service Has To Be Everyone’s Business

Any single person in your company can make a positive or negative impression on a customer. And today, thanks to social media, that one impression can be multiplied, exponentially, within hours. “Think of Yelp or TripAdvisor,” says Kathy Cuff, coauthor of Legendary Service: The Key Is to Care. “You can go online and read hundreds…

wrong way stop and take a uturn making a mistake turn back now b

7 Steps for Successfully Addressing Negative Behaviors

Providing feedback—especially less than positive feedback—is a task many managers dread.  But feedback is an essential part of providing the day-to-day coaching people need to succeed—especially in today’s fast-paced business environment where people at all levels are in a constant learning mode. In the new issue of Training Industry magazine best-selling business author Ken Blanchard…

Back view of a businessman

Do You Barely Exist As A Leader?

“A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves.” —Lao Tzu Done well, performance management is a partnership where managers and direct reports work together to set goals, work through challenges, and celebrate accomplishments.  A leader provides increased direction…

Customer Survey

Where Does Your Industry Rank for Service? 5 Ways Your Company Can Improve

Each year the American Customer Satisfaction Index compiles the results of 70,000 random customer interviews to identify customer satisfaction in 43 industries and 10 economic sectors. The top industries for service: Televisions & Video Players (score 86), Credit Unions (score 85), Internet Retail, Internet Brokerage, Full-Service Restaurants, Automobiles & Light Vehicles, Personal Care & Cleaning Products, and Soft…