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In the topic 'Communicating, Motivating & Influencing'


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Thoughts That Make You Go Hmmm on…..Education and Communication to the “Why Generation”

Failing to understand, believe, and share a sense of urgency for why higher levels of customer service – or other organizational transformations are needed – is a major reason the failure rate for change and renewal efforts hovers around 60 – 75%. Today’s younger generations of workers have an even higher need to buy-in to […]

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Improving Customer Service: Avoid These Common Pitfalls and Traps to Education and Communication

My last blog post (The Why Generation) argued for investing much more time and effort in getting today’s younger generations of workers to understand and buy-in to why changes are needed in the programs, products, or services they support or provide. Strong and continuous education and communications is critical.  If you’re leading efforts to improve […]

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The Why Generation: Engage Today’s Workers as Change Partners or Watch Them Turn Off Customers

There’s lots of talk these days about effectively leading Generation X, Y and other demographic groups in today’s workplace. While each group has varying needs and interests, a very common need is understanding why team or organization changes are needed. Parents and teachers from “The Boomer Generation” spent more time than their parents ever did […]

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Tone of Voice: It’s All in How We’re Saying It

Most people want and appreciate a boss or work colleague who is direct and to the point. But it’s about the way that’s conveyed. We’ve all found ourselves resisting someone else not because of what they are saying, but how they are saying it. They may strike us as arrogant, unfeeling, rude, or overly critical. […]

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Bridging the Credibility Gap

Credibility, trust, and integrity are becoming ever larger issues with management teams at all organizational levels. People are looking for more from their leaders. As they fail to get the leadership they crave, a large credibility gap is opening up. In many cases, it’s becoming a chasm. For example, nearly fifty percent of people don’t […]

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Information versus Communication

Many managers are great at supplying information, but they’re not so good at communication. In this “information age,” our organizational lives are overflowing with e-mails, voice mails, phone calls, newsletters, books, articles, manuals, and web pages. Like the sailor marooned in a lifeboat on the high seas, we have water, water everywhere, but not a […]

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Tips and Techniques for Inspiring Through Verbal Communications

Build a repertoire of teachable stories. Collect and catalogue the best examples of your organization’s key principles in action. Circulate those stories inside and outside your organization through the media (where appropriate). Write up collections of case studies illustrating tough decisions, trade-offs, outstanding performance, dealing effectively with changes, etc. Embed the stories in training and […]

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E-mail Peeves and Protocols

Most managers are doing far too little to mitigate the destructive and wasteful effects of e-mail misuse. Like a B-movie, the e-mail monster keeps growing larger and consuming more time and resources (“E-zilla: The Insatiable Beast”). Some of the more common abuses I hear about in my workshops are: CC-ing the World” – far too […]

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Thoughts That Make You Go Hmmmm…on Stories, Mythology, and Metaphors

“The universe is made of stories, not atoms.” – Muriel Rukeyser, American novelist, poet, biographer, and screenwriter   “Wherever a story comes from, whether it is a familiar myth or a private memory, the retelling exemplifies the making of a connection from one pattern to another: a potential translation in which narrative becomes parable and […]

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