Blog

Category: Tough Situation Tools

Radio interview – preventing the boomer brain drain

Bracing for the boomer brain drain was the title of my regular column for The Globe and Mail that published on August 6.  In it, I outlined five strategies to retain crucial institutional knowledge (and prevent corporate amnesia). It got

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Bracing for the boomer brain drain

As the last of the Boomers move through their 50’s and beyond, those who elect to take early retirement often take decades of tacit knowledge with them.  This boomer brain drain – the loss of undocumented, intuitive experiential information about

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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,

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When things are out of control, are they really?

Some things are entirely and wholly out of my control.  Severe weather, for example.  I cannot effect change in the weather.  Whether it’s a sweltering heatwave, a blinding snowstorm, or a stormy hurricane, I can’t make the weather calamity go

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What is your response to difficult workplace situations?

As a leader, you will often find yourself dealing with difficult workplace situations.  Many of which will test your resolve and tenacity.  Some will be people-related, others process-related, and yet others will have to do with ethical and moral dilemmas. 

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When you’re overwhelmed at work, it’s worth considering another approach

“I can’t talk to you for very long, Merge, we’re buried!” said a client when I returned his call earlier this week.  “What’s going on?” I asked.  He went on to describe the turmoil and chaos in his department at

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