Lost Your Voice with Your Team? Ask Madeleine

Dear Madeleine, I am a senior executive with a lot of experience who is on the leadership team of my organization. I have a problem I’ve never had before, which has been developing over the last year. Since we got a new CEO (my new boss), there has been a lot of turnover on the…

4 Steps to Escape From Your Leadership Prison Cell

I recently spent time at Alcatraz…as a tourist, of course. The old federal penitentiary hasn’t housed prisoners since 1963. As a history nerd it was fascinating to walk the same halls as some of the world’s most famous criminals like Al Capone, Machine Gun Kelly, and Robert Stroud, the “birdman” of Alcatraz. Some of the…

Too Many Demands for Your Time? Ask Madeleine

Dear Madeleine, What should I do about all of the requests I get from people who want to “pick my brain” or schedule an informational interview? My friends’ kids are all reaching the age where they are getting serious about having lucrative careers and satisfying jobs, and they’re all following the advice they’re getting to…

4 Keys to Great Customer Service

Think of a time when you experienced truly excellent service. It may take you a few minutes—I don’t mind waiting. Got it? Now compare that to a time when the service you received was just acceptable, but nothing special. Which organization do you want to do business with again? I’ll bet it’s the one where…

Stop Being Perfect at Work

I’ve been coaching executives for about six years now. Recently I was working with a leader who proudly identified himself as a perfectionist. He considered it a badge of honor that he routinely works ten to twelve hours each day. Even now, in his sixties, he has his company cellphone on him at all times…

7 Coaching Steps for Managing a Hot Temper

In my role as an organizational coach, from time to time I am asked to work with leaders who struggle to manage anger and emotional outbursts. Amazingly, they often don’t realize that going on an angry tirade during a staff meeting or berating a direct report in front of colleagues is conduct unbecoming of a…