Whether it’s to increase service/quality levels, boost engagement and morale, strengthen teamwork, or improve safety, we’re working with many organizations to strengthen coaching and developing skills across the organization. Through this work we run into some or many of these pitfalls and traps: Confusing “What” and “How” – this comes from confusing inspiration and knowledge […]
Read post »Many of this month’s blog posts have been around improving the rampant levels of declining customer service levels in most organizations. Managers often point to frontline servers attitudes as the source of the problem and look for quick motivational or training fixes. But who hired the servers? Who trains them? Who provides the systems and […]
Read post »I’ve written quite a lot about coaching as a central leadership task. The CLEMMER Group is getting ever deeper into developing and delivering customized coaching workshops, competency models, performance management systems, and the like. I have over 300 citations, quotations, and research papers filed under coaching in my research database. Here are a few: “You […]
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