At one company for which I worked, one location saw a dramatic improvement in customer service scores, particularly from one department....

Last week I suggested that you take time over the weekend to think about how your would respond to societal events in the workplace. This...

You can't possibly prepare for every situation. However, you can (and should) prepare for generic situations so you and your team can...

When I started my career, the prevailing thought was the door to the office building was a magical portal. Managers expected that...

I tell managers that regular one-on-one meetings with each employee are critical to their relationship. I show how to use the meeting to...

Crucial Conversations by Kerry Patterson Way too many managers - and people in general - are bad at crucial conversations. This book...

When I was thinking about starting my own management training program, people would tell me how it was such a crowded field. Do a Google...

I know it sounds strange, but I love hearing employees and managers say "I don't know" (IDK). It isn't because I take some perverse...

I wrote last week about a presentation I saw that stressed the need for high-performing companies to focus on employee well being, even...

Every once in a while I read something that I can't believe. I dig a bit and re-read it several times. When I realize what is being said,...

The most difficult thing for managers (and most people) is saying "no" the right way. Why do I say "the right way"? Because lots of...

Considering the holidays are supposed to be times filled with cheer, the stress levels that people feel is incredible. There is less...

At one point in my life, I was a workaholic. I loved the challenge, I loved the praise for being do dedicated, I love the thought that I...

One of the biggest elements of engagement is letting people be authentic at work. Without getting into a large explanation of what that...

I was a first-time manager having a conversation with a woman on my team. I mentioned that I noticed her work had been suffering lately,...

Ask 10 managers what is the best motivator for their teams and most will give you the same answer - money. They are wrong. 100%, horribly...

I recall learning early in my career that as a manager, you had to keep a distance from your team. You needed to maintain authority and...