Oh it seems to me, that sorry seems to be the hardest word. — Elton John From popes to politicians, powerful executives to professional athletes…the news abounds with opportunities for us to ponder: What makes an apology effective — and what does not? “When we reflect back on just how many mistakes we’ve made, and …
Conference Call Do’s and Taboos
Conference calls can be a minefield of false starts, disruptive back ground noises, awkward silences and wasted time. Or, conference calls can be a convenient and cost-effective way for people to discuss important business. Based on personal hours spent on conference calls, I humbly submit the following “must do’s, “please do’s” and “taboos” for leading …
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. Forewarning: The closer you get to the red coils, the hotter …
Change is Great…. if Leaders GO First!
As leaders, we hold the key to successful change in the palm of our hand… especially if we happen to be holding a mirror. LEADING CHANGE: Over 150 years apart, two stories remind us of leadership’s unique role in making changes. CHANGE 2013 Center for Disease Control (CDC) article noted in the United States,
Complaints are GIFTS!
When someone gives you a beautifully wrapped package, you say “thank you.” Likewise, thank customers who complain; their complaint is truly a “gift.” What gift has the complaining customer given you? 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 …
Family Business Longevity
Family Business Longevity William O’Hara, a pre-eminent expert on family business, has created two amazing lists for Family Business magazine of the 100 oldest family-owned businesses in the U.S. and the world. All of the listed companies are at least 225 years old; four have lasted in the same family for more than a millennium. …
80/20 Rule of the Vital Few
Imagine your overall effectiveness if you reduced your tasks to 20% of your normal work load. Choose the right 20%, your productivity and effectiveness could actually increase! Vilfredo Pareto, 1843-1923 It’s called the 80/20 Rule. In 1906, Italian economist and sociologist, composed mathematical formula describing Switzerland’s dis-proportioned income distribution. Pareto observed 20 of the population …
Employee Performance Evaluation
Want to know who is really working for you? Try this fundamental formula to evaluate employee performance: Systems + Ability + Effort = Performance Results. Systems The process, procedures, technology and resources essential to achieve results are systems. If systems are lacking, it is often out of the employee’s authority to fix. So, assess systems …
On My Mind: The Power of Positive Reinforcement
By Jeri Mae Rowley On my mind lately is the most powerful motivational tool we have in our business tool box…positive reinforcement! People want to hear how valuable they are, how important their work is, and what great work they have done. And they are happy to hear it again, and again, and again. Bob
Transfer of Training: Getting an R.O.I. for Your Training Dollar
By Jeri Mae Rowley, M.S. Human Resource Management Is your business or organization getting a true R.O.I (return on investment) for your employee training dollar? My training mentor, Roberta Smith, first shared this information with our local Society of Human Resource Managers organization. Even though I had experienced training as a manager, as a trainer,