Month: July 2018

Effective and powerful employee motivators – Tip #19

Today’s blog post continues on with our ongoing video series on effective and powerful employee motivators.  The last one I gave you was Strategy #18: create a vision and sense of purpose.  And today, Strategy #19 is to delegate effectively.  And the key word here is “effectively”.  In order for delegations to be employee motivators, […]

Social awareness is a necessary component of emotional intelligence

I have long championed that emotional intelligence is a fundamental and necessary skill for leaders, and I repeatedly see evidence of that (or lack thereof) in my leadership development practice.  A conversation with my husband last weekend reminded me specifically of one significant component of emotional intelligence.  Namely, social awareness – the ability to sense […]

Great service recovery from the Delta Burnaby!

When it comes to keeping your customers and clients happy, things don’t always go according to plan.  Stuff happens … deliveries are delayed, products don’t work exactly as intended, and your service falls short in one or more areas.  So, no matter how hard you try, the unfortunate truth is that things will go wrong! […]

Could artificial intelligence replace accountants (or any other profession)?

Just this past April, in my regular column in The Globe and Mail, I put forward the premise that artificial intelligence is the next frontier in the evolution of customer service.  But of course it isn’t just customer service that is being impacted by artificial intelligence (AI); just about every profession and business process is […]

Worrying won’t help you solve problems or make decisions

A couple of years ago, I wrote a short series on decision-making here on the blog, and I was reminded of that recently when I read the following quote about worrying: “Worry is like a rocking chair: it gives you something to do but never gets you anywhere” ― Erma Bombeck These words were penned […]