We can perceive, experience, and communicate feelings as humans. That’s our claim to fame as a species. Sure, other species feel things, but we can actually describe what we feel. We also know that emotions drive customer (and employee) behavior, but most of us are still in the dark when it comes to connecting with …
Category: Testimonials
A Psalm of Life
Like almost everyone, I’ve been following the horrifying events in Paris. The battle cries for revenge, war, and justice have already sounded and will continue. Those thoughts are natural, necessary and satisfying on some level, but I keep thinking about a favorite Henry Wadsworth Longfellow poem on life. In “A Psalm of Life,” Longfellow celebrates …
Telling the kind truth
If you’re involved in client service or consulting you probably think regularly about the most productive ways to deliver the best advice and service. Patrick Lencioni, in his book “Getting Naked” outlines three main fears that can threaten strong and lasting client relationships: fear of losing the business; fear of embarrassment; and fear of feeling inferior. To overcome these fears, …
Jack Welch’s lessons for leading, building and winning
Twenty years ago you couldn’t pick up a business periodical without seeing Jack Welch, former CEO of GE, on the cover, in a quote, or being featured in some way. Jack Welch Though he’s been retired from GE since 2004, he’s hasn’t really been retired. He maintains a busy schedule of writing, speaking and consulting …
“Study hard. Laugh often. Keep your honor.”
Tim Russert was one of the best when it came to interviewing and reporting on U.S. Presidents, Senators, and world leaders, yet had the common sense and kindness to write fondly about his modest upbringing in Buffalo, New York, in his 2004 book “Big Russ & Me.” In the book, he writes about the hard work, steadiness …
Brilliant Book Bit – ‘Rework’ by Jason Fried on making meetings better
Jason Fried isn’t shy about his disdain for meetings. In fact, one of his chapters in “Rework” is dedicated to condemning meetings but he then goes on to share tips for making them better: The worst interruptions of all are meetings. Here’s why: They’re usually about words and abstract concepts, not real things. They usually convey an …
The wisdom of Wooden – offering the right amount of coaxing and criticism
Legendary UCLA coach John Wooden dominated NCAA college basketball for 12 years. Here are a few leadership lessons on how he did it. March Madness coverage is upon us and with it comes the numerous historical references to teams, coaches and players from previous eras. When it comes to coaches, John Wooden’s legacy is perhaps …
Improv at the office – say ‘yes’ and keep adding ideas
The comedy art of improv teaches thinking on your feet and going with the flow. Not bad skills for the office either. Tina Fey’s book “Bossypants” is her funny autobiography on her life in general, and how she came to be the head writer at “Saturday Night Live” and executive producer and writer of her …
Solve like Sherlock using more mindfulness
What we can learn about better concentration — and problem-solving — from the quintessential unitasker and mindfulness master, Sherlock Holmes. Multitasking has become a badge of honor and esteem in our modern lives. Many of us pride ourselves on our multitasking prowess, and even strive for higher levels of frenzied activity. The remedy for our overloaded senses …
The art of asking – here’s a proven way to ask for anything
Asking for a job, a raise, a sale, or other big decisions can be intimidating. Here’s a proven way to ask for anything, and up your odds of receiving it. Do you ever have trouble asking for what you want? And when you don’t ask, isn’t it frustrating? “The ask” may be one of the …