Effective Escalation Contributes to Customer Service Excellence As a customer, what do you do when your expectations are not met? If a customer perceives that the person they’re dealing with [...]
Strategic Thinking in Uncertain Times Recently, a conversation with a friend left me reflecting on the value of strategic thinking and planning. They asked, “What’s the point of being strategic? [...]
Strong Peer Relationships are Key to Collaboration Organizations are increasingly putting high expectations on leaders these days. Leaders are expected to 1. act quickly, respond to dynamic conditions, 2. build [...]
Wear multiple hats? Top tips on time management and working strategically Being part of a small business often requires wearing multiple hats, and over the last year I have donned [...]
The Risk and Reward of Vulnerability I was recently scheduled to facilitate a full-day in-person workshop at a client’s location. It was a topic I was passionate about, and I [...]
Trusting the Hybrid Work Environment A question that may challenge your thinking is based on a dated mental model: Which is more important for you? a) how the work gets [...]
360° Feedback Participating in a 360° feedback (also called multi-rater) assessment takes courage. It requires the willingness to open yourself up to constructive feedback (from your manager, peers, direct reports [...]
Dealing with High-Conflict Behaviours Resolving conflict with those who exhibit high-conflict behaviours is not always easy to navigate. High-conflict behaviours include blaming, over-reacting, shutting down, gas-lighting and others. In these [...]
Talent vs Teamwork: A Leadership Case Study Case studies are a very effective learning tool widely used in business schools to engage students in vibrant discussions that explore complex organizational [...]
Procrastination – The Thief of Time I used to be a procrastinator. Whether doing homework, studying for exams, finishing a work report, or writing jokes, I fooled myself into believing [...]