Redirection Redefined – 5 Steps to Stay on Track

For many, the word redirection translates to, “Uh oh—big trouble.” For some, the idea of a redirection can seem the equivalent of a dismissal, separation, or firing. That’s a limiting perception. The job of managing people includes managing roles, goals, and day-to-day performance. Redirection is a part of that process. In some ways it’s like…

Employee Motivation–why it matters

A client asked me yesterday, “Why are you so interested in writing about optimal and suboptimal motivation?  All managers care about is productivity, accountability, and results—isn’t it like pushing water uphill with a toothpick,” he asked. Beyond absolutely loving that visual, the question really caught me. How often to do you hear someone ask you why…

Who’s Got Your Back? 5 ways to find out

One of the hardest things for brilliant, technically proficient folks to realize is that as they assume more and more leadership responsibility they must depend on the help of others.  And each of these “others” is an individual who needs to be seen, heard and understood. One of the strategies you can use to map…

Three Steps to a Customer-Centric Organization

The 2011 American Express Global Customer Service Barometer reports that 60 percent of U.S. consumer respondents believe that businesses have not increased their focus on providing good customer service.  Even more surprising, 26 percent think companies are actually paying less attention to service. Wow—now is your chance to be the one who CAREs about service! …