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The self-serving bias is a concept that has been extensively studied in social psychology. Essentially, it is people’s tendency to attribute positive events to their own character but attribute negative events to external factors. It’s a common type of cognitive
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
#$&*&@# happens! Well-laid plans don’t always turn out exactly the way you’d anticipated. A sale that was one signature away from being finalized falls apart at the last minute. One missed detail takes a project down the wrong path and
Customer satisfaction and customer service has been on my mind lately, primarily because I have experienced two situations first-hand recently in which two banks just didn’t get it! Last November, I had an unfortunate interaction with ScotiaBank, and just earlier
“We need to wait until we have all the facts …” is something I hear many managers and supervisors say. It’s often in response to an issue that needs to be dealt with or an unexpected problem that has occurred.
Last year, I wrote a short series of posts on specific techniques you can use as a leader to improve the quality of your decision-making. This story about a Swedish warship from the early 1600’s emphasizes not only the importance