Archive for the 'Conflict' Category

Mar 16 2016

Mending Fences

Popes, politicians, powerful executives, professional athletes…you and me. All human beings need to learn what it takes to offer to others the “most graceful and profound of all human exchanges…” a true apology.

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Mar 09 2014

The Happiness Advantage

What if you could improve your productivity by 30% without sacrificing happiness? We’ve been told that if you  have a good work ethic and work really hard,  you can be successful and then you will be happy.   New discoveries in psychology say this formula is backwards. If you reverse the order of the formula, you […]

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Jul 16 2013

Hot Stove Rule and Employee Discipline

“NO…NO…HOT!” I said, as my toddler reached for the stove. “HOT!” Fair and effective employee discipline has the same characteristics as a “Red Hot Stove:” forewarning, immediate, consistent and impartial. According to leadership expert Douglas McGregor, all four should be applied to employee discipline.

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Apr 13 2013

Complaints are GIFTS!

THANK YOU! Thank customers who complain; their complaint is truly a “gift.” It’s easier to see complaints as gifts by considering what could have happened: • The customer doesn’t complain but takes their business to your completion. • The customer talks to coworkers, family and friends about your business. • Posts their complaint on the […]

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Sep 29 2012

Listening with Heart

We hear with our ears. We listen with our hearts. In Chinese, four characters create the active verb “to listen,” ears, eyes, undivided attention, and heart. If one essential element is missing—you aren’t really listening. Some people are hard of hearing. Hearing involves perceiving physical vibration of sound waves on an eardrum. Hearing happens unconsciously, […]

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