July 12, 2017
Have you ever reacted a certain way and then later regretted it? It might have been with a coworker, someone who works for you, your boss or even your significant other or children.
This is a tale of two workplace situations. Read the rest of this entry »
June 28, 2017
Ask any job seeker about their candidate experiences and you’re sure to hear a lot of horror stories.
While no one expects the hiring process to be perfect, it seems like more and more job seekers are complaining about their experiences, everything from the online application process to responses after interviews (or lack thereof). Read the rest of this entry »
June 21, 2017
Customer experience management isn’t a new concept, but it’s one that gained increasing popularity during the Great Recession, when companies realized how much they needed loyal customers.
To keep existing customers and gain new ones, companies began analyzing their interactions with customers. What many organizations found was surprising.
“In the early days of customer experience as a field, we realized that many companies weren’t very intentional in how they approached customer experience,” recalled Tabitha Dunn, now vice president of customer experience at Concur, a business travel and expense management software company based in Bellevue. “The main focus was on creating products and services that customers would purchase and very little time was spent on the quality of those customer interactions.” Read the rest of this entry »
June 12, 2017
Hearing the term “mindfulness” might conjure up a smiling guru sitting peacefully in a quiet, meditative posture. But mindfulness is no longer just for gurus. Mindfulness is a skill you can cultivate to help you be successful in anything you do.
A wide range of companies, including Intel, Google, Target, General Mills and Aetna, have embraced mindfulness programs, believing the courses will have a positive impact on their employees and on their bottom line.
Universities are also encouraging the practice of mindfulness. David Mick is a marketing professor at the University of Virginia McIntire School of Commerce who teaches a “Wisdom and Well-Being” course that equips business students with philosophical concepts and mindfulness practices that can improve their professional and personal lives. Each week, students apply readings on philosophy and mindfulness to business cases and to their lives. Read the rest of this entry »
June 7, 2017
You’re a people manager – and you believe you’re good at it. But do you really know what your employees think about your management skills?
According to a survey by Robert Half Management Resources, communication and diplomacy are the skills workers say their boss needs to improve most.
In the survey, workers were asked, “Which skill do you think your manager needs to improve most?” Nearly one in three employees (30 percent) rated their boss lowest in communication and diplomacy skills. The next lowest rated skill was technical expertise (18 percent) followed by leadership (17 percent) and strategic thinking (14 percent). Read the rest of this entry »
April 19, 2017
At a recent mentoring session, I asked the group of young women and men for their opinions on how they would handle themselves in this situation:
You’re a female at the executive level of a Fortune 500 global corporation. Most of the executives reporting to the CEO are male. You are being left out of important meetings. When you are in meetings and speak out with an idea, the males in the room ignore you, interrupt you, talk over you or claim your idea as their own.
I stared at the shocked looks on the faces around the table. “What do you do?” I asked.
“That’s terrible!” exclaimed one male in his mid-twenties, shaking his head. “Why are the men at that company so afraid of women?” Read the rest of this entry »
April 12, 2017
Sometimes, increasing your productivity level isn’t about working faster. It’s about getting better organized, so you’ll be able to do more in less time and with less stress. Here’s how. Read the rest of this entry »
March 29, 2017
“The first month in my new role felt like I was drinking water from a fire hose,” my career coaching client told me. “But I took your advice about the first six things to do when promoted to manager, and I feel like I have a good understanding of the department and what we need to accomplish.”
“But today, another manager warned me that I should get prepared, because my boss will want to see my rhythm of business model,” she added. “I’m not even sure what that means, and I don’t want to ask her because she might think I don’t know what I’m doing.” Read the rest of this entry »
March 22, 2017
I once had a boss tell me, “But you didn’t achieve my number one priority for what I wanted you to accomplish.” The problem? He never told me about this item.
During the time I had worked for him, I had provided a weekly update (hardcopy and electronic) on all my key projects and activities, but my boss had failed to share this additional goal.
As a manager, this is one of the fastest ways to lose respect from your employees: Failing to clearly define your expectations and priorities. Read the rest of this entry »
February 22, 2017
“Sarah” was a new manager with a difficult situation – one of her employees was an office gossip. As she was getting to know her new team and spending one-on-one time with each employee, Sarah noticed that one person’s name kept coming up, but not in a good way.
The employee being mentioned by others had earned herself the reputation as the office gossip and as someone who was critical of every action taken by the previous manager. The only problem was that Sarah had yet to witness any of this negative behavior. All the comments were from other employees, who had been trying to warn their new boss of “Tracey.” Read the rest of this entry »