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Are you Building or Hallucinating a High-Performance Service Culture?

How reasonable would it be to hold a shipping dock worker responsible for the quality of the products in the boxes he or she is shipping? So how reasonable is it for managers to hold the final deliverer responsible for the quality of the products or services he or she is delivering? The person on […]

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Are You Squandering Money on Acquiring Rather than Retaining Customers?

Just how much does satisfying today’s customer reduce the cost of acquiring tomorrow’s? That’s the question headlining a recent article in Harvard Business Review. We know that satisfied customers lead to higher revenues. But how to quantify that to show senior executives the value of building a customer-centered culture? We assume that happy customers reduce […]

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Are You Leading by Accountability?

During a leadership development workshop, we were discussing the keys to building accountability and ownership. One participant told us that he and his wife had their four-year-old grandson, Jordan, for a sleepover at their house. In the morning, he came running down the stairs and reported, “Grandma, Grandpa, somebody peed in my bed!” Now, who […]

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Are You Throwing Gasoline on the Performance Appraisal Dumpster Fire?

Do you eagerly look forward to giving or receiving performance appraisals? Does the experience feel like being poked in the eye with a sharp stick? Are you doing the poking? Most people hate performance appraisals. Not only are they ineffective, they often scorch and burn. Research by Marie-Hélène Budworth, assistant professor of Human Resource Management […]

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Scream Team or Dream Team? A 10 Point Team Check Up

An organization’s culture ripples out from the team leading it. The behaviors of the leadership team are THE single biggest influence on what’s expected/rewarded and discouraged or unacceptable for everyone else. Despite what’s proclaimed in vision, mission, or core values, these set the organization’s true cultural norms. Team meetings reflect the team’s effectiveness. Too many […]

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How to Ensure Your Meetings Aren’t Virtually Useless

You likely thought too many meetings were time-wasters before this pandemic. Now your “meeting fun” has likely moved online to a higher time-sucking level! Steven Rogelberg, professor and author of the book, The Surprising Science of Meetings: How You Can Lead Your Team to Peak Performance, reports that 8 out of the average 23 hours a […]

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An Agile Culture Ripples Out From the Leadership Team

Many leadership teams seem to think that talking about agility will magically transform their organizations. If only change were that simple. Talking isn’t doing. A department, division, or organization’s culture ripples out from its leadership team. Organizational behavior reflects leadership team behavior. A team that wants to change “them” needs to start with a deep […]

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Is Your Team Out of Focus?

I’ve been interviewing senior leaders and reviewing documents to tailor a keynote presentation for the company’s executive strategy session this month. They’re a textbook example of effectively using the COVID crisis to renew and refocus their leadership and culture development. Their “strategic framework” succinctly cascades from vision, mission, and values to strategic goals, key initiatives, […]

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Taking Care of Busyness to Improve Your Business

In 1891, the Anglo-Irish playwright and author, Oscar Wilde, wrote, “We live in the age of the overworked, and the under-educated; the age in which people are so industrious that they become absolutely stupid.” Over 100 years later, the tradition of industrious stupidity continues. During these times of crisis and frantic change, we can get […]

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Every Little Thing: Step Small for the Long Haul

This month is the fortieth anniversary of Terry Fox’s Marathon of Hope run through our community — Waterloo Region. Having lost a leg to cancer, Terry Fox embarked on a cross-Canada run to raise money for cancer research. Terry’s shuffle-and-hop running style took him about 42 kilometers or 26 miles per day! I think jogging […]

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4 Ways Learning and Development Ignites or Impedes Culture Shift

Recently I delivered a virtual keynote presentation to a national forum of senior executives on leading change and culture development. During these crazy times, strong leadership is more critical than ever. A central focus of the forum was the pivotal role of learning and development in change efforts. I presented four points that generated a […]

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6 Key Takeaways from LinkedIn’s 2020 Workplace Learning Report

LinkedIn Learning’s 4th Annual 2020 Workplace Learning Report reinforces key trends in boosting leadership and organization effectiveness. This report compiles survey responses from 1,675 Learning and Development professionals, 2,000 learners, and 2,932 managers in North America, Asia-Pacific, and Europe. The survey data looks like it was compiled before the pandemic turned our world upside down, […]

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Dunking Trainees in the Training Tank Often Makes Things Worse

Recently a training director asked for a customer service training workshop. As we discussed what she was looking for, it became clear she wanted “customer courtesy” or “smile 101” training. I asked about senior leaders’ active involvement in building a customer-centered culture. Nope. They wanted her to fix the frontline to make happier customers. Been […]

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Culture Compass: A Six-Point Navigational Framework

When we’re mapping a trip to an unfamiliar destination, it’s extremely helpful to be able to zoom out to see the big picture. We can then zoom in for turn by turn details. A big reason up to 70% of change efforts fail is lack of zoomed out planning. Leadership training, succession planning, service/quality improvement, […]

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Webinar: Powerful New Approaches to Leadership and Coaching Development

Would you like to: Increase employee engagement by up to 8 times? Double/triple motivation to implement a personal development plan? Build coaching and leadership skills around natural/authentic strengths? Make performance appraisals an inspiring event people look forward to? Double rates of improvement from 360 feedback? What leader or development professional doesn’t want those results? But […]

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9 Ways to Increase Communication at Work

Bob was clearly frustrated. “I keep telling them, but nobody listens,” he fumed. As we looked at his 360 feedback on his communication practices, it was clear why nobody was listening to him. Bob’s communication skills were awful. Bob scored quite high on technical expertise and analytical skills. A big part of his communications problem […]

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Communication Confusion: Have You Fallen into This Common Trap?

Does your organization need to improve communications? Would you like to get more e-mails? Almost every hand goes up when I ask that first question in a workshop. Rarely do any hands go up when I ask the second question. But what do most managers do when they hear people in their organization want more […]

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Bee a Purposeful Leader: Build the Spirit of Your Hive

When our daughter Vanessa was a teenager, we hired her to do some after school general administrative support work at The CLEMMER Group offices. She was happy to earn an hourly wage for a variety of tasks. One of her jobs was typing selected passages from articles and book summaries for entry in my research […]

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To Reason Why: Are You Leading on Purpose?

This summer, 181 American CEOs of the Business Roundtable signed a “Statement on the Purpose of a Corporation.” For over twenty years, the Roundtable’s Principles of Governance have declared that “corporations exist principally to serve shareholders.” The revised statement replaces the single-minded shareholder focus with “CEOs who commit to lead their companies for the benefit […]

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Culture Change: Avoid These Credibility Gaps and Traps

How big is your organization’s aspire/live gap? Does your rhetoric match reality? Is your audio synced with your video? Research and advisory company, Gartner, recently surveyed 7,500 employees and nearly 200 HR leaders of global companies and had in-depth interviews with 100 HR leaders. They found “on average, 69% of employees don’t believe in the […]

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