When a major disaster looms, the prepared executive knows exactly what to do. They’ve planned for different scenarios. They have different responses at the ready. At stake is nothing less than the fate of your organization. Even a relatively small crisis can cost your organization dearly if handled poorly. Your crisis management planning should include …
I was working last week with a team of executives in Napa County, California. Our day-long meeting was the culmination of a process that led to redefining the agency’s purpose statement, core values, and vision. We spent much of the day articulating the specific “we statements” that support their core values of Integrity, Service, Excellence, …
This is a story of what is good customer service – and how the small things matter. Ultimately, it’s a story about trust. What is Good Customer Service? I recently bought a new Nissan hybrid. As part of the deal, I turned in my previous Nissan, which I had leased. The sales manager at the …
David Pogue, the New York Times columnist, writes in Scientific American this month about the “hostile media effect.” This is a cognitive phenomenon where people who hold strong opinions about something perceive that media coverage of that topic is prejudiced, no matter how neutral the coverage actually is. The same phenomenon happens in groups. People …
Continue reading “The “Hostile Media Effect” – A Lesson in Group Dynamics”
In a world where change is accelerating, where new products and services are developed in ever-faster cycles, the quality of decisions is ultimately the most important test of leadership. Ironically, many managers and leaders are still working with Old World decision-making skills, even while their companies are trying to succeed in a Light Speed world. …
Continue reading “Managing Decisions in a Light Speed World”
An article in this week’s New York Times poses the question: What’s the biggest source of stress on the job? Hint: It’s not your paycheck, or the repetitive nature of what you do. Answer: It’s your immediate supervisor. The article, titled “Time to Review Workplace Reviews?,” focuses on a growing body of evidence that shows …
One of the axioms of being a good consultant is this: Always tell the truth to your clients! Now this may seem like a no-brainer, but every one of us has experienced moments where we’ve wanted to refrain from telling the truth out of fear that we’ll offend. For a professional management consultant, telling the …
In my new book, The Leadership Equation I describe in detail the 10 practices needed to build high performing companies in a time of accelerating change. The sixth practice is “Stimulate Creative Flow.” I was reminded yesterday why this is so important as I facilitated a discussion about helping new supervisors and managers be successful. Why …
I’m working with a Board of Directors that is proving most challenging! This particular Board is a chamber of commerce composed of business owners. Every meeting is a marvel of micro-management. Should our web site have a blue banner or green? Which vendor should we use to host our annual meeting? Tactical decisions like these, …
The president of the Board of Directors of a non-profit in Washington D.C. called me today and said: “We have a limited budget for strategic planning. We have two days to develop our plan. What do you think we should be asking for from a consultant – particularly on a tight budget?” I responded: “What …
Client Member Area