I was asked to work with a virtual team in the field of drug development at a major pharmaceutical firm. The team members were missing project timelines and overspending their budget. The team included top performers from many disciplines and represented 12 countries in Asia, America, Europe, and Africa. When I observed the team calls,…
Apply the learnings from neuroscience to your customer service strategies. Use the BRAIN acronym to remind yourself (and others on your team) about the impact you can have when you help people bring the full capacity of their brain to the experience. Create connections that allow people to feel Brilliant, Respected, Alive, Independent, and Noticed for who they are and what they have done in their lives. It’s a great way to create a lasting brain bond with customers.
Last week, one of my executive coaching clients was noticeably frustrated. His firm had just released a new product that his company leaders believe has the potential to become a real game changer. Development time lines have been aggressive and productive. A company-wide, cross-functional team has created major innovations in the product itself, along with new…
“Example is not the main thing in influencing others, it is the only thing.” ~Albert Schweitzer A common leadership challenge I hear in our workshops is: “How do I lead when I don’t have authority?” Even when we do have formal authority, we often need to influence up and across the organization. But should we use…
“It’s all about values and principles. It’s not about the numbers.” Leaders, perhaps the most ambitious, will tell you that this is their mantra—but when you take a close look at what’s really going on, let’s face it: it is all about the numbers. It’s about hitting goals, frequently even at any cost. The urgent…
I was working with a client recently on implementing leadership training into her organization when she shared this story with me. We all can learn a lesson from the lack of leadership she received. Years ago, the woman had worked as a barista at a coffee house. The holidays were just around the corner and…