The bottom line in any service interaction and engagement is to move forward toward resolution. When you feel stuck in those customer service engagements, when things are really not moving forward (or moving forward productively), maintain the following tricks up your sleeve to gain some traction. (Note: I use the term "customer service" very broadly. Customers… Continue reading Customer service secrets
Challenges of midlevel managers have some common themes, one of them being managing multiple initiatives within limited resources. "Limited resources" might be defined as not enough people, not enough budget, or not enough time (or all three). There are two types of work we perform: daily whirlwind tasks and larger, overarching initiatives. You'll need to… Continue reading Two questions if you are managing with limited resources
Strengths and weaknesses. Areas of command vs. areas of improvement. Stuff you're good at on one hand, and stuff you're bad at on the other hand. People often present these characteristics at opposite ends of a spectrum or as absolutes. You might get similar feedback at work year after year, and even with nominal improvements,… Continue reading Strengths and weaknesses: Using one as a gateway to address the other
Many interview processes these days involve on-the-spot business case analysis. Companies do this to assess a candidate's thought process, and whether the candidate follows any particular methodology in their analysis. There are many methodologies out there, and I've created a simplified model for my clients specifically to employ during the interview process if they have… Continue reading Business case method: a simplified model for interviewing
I remember having to fill out performance reviews where one of the questions on the forms assessed the "creativity" of the employee. Creativity? Hm. At that time, to me, creativity either had to do with art (not relevant in my line of work), or the demonstration of some grand, brilliant solution to a problem that… Continue reading You can actually cultivate creativity. Here’s how.
I have a simplified model for critical thinking to share with you. (If you are interested in more complex models, you can check out The Foundation for Critical Thinking, Pearson's RED model, or others.) We define critical thinking as analyzing information prior to making a judgment. Therefore, at its most elemental, my version of a… Continue reading The 3-2-1 Model for Critical Thinking
Ask people to respect your meeting.
Don't just survive negative situations. Be proactive to learn how to thrive.
Own it. All of it.
Resilience: we are not our decisions.
An interview with Victoria Lioznyansky of ByVictoriaL.com
While people can feel comfortable putting together slides, people often don't know how to prepare a speech.
Prepare presentations and speeches without using jargon as a crutch.
What's the big deal? What's wrong with having high standards? Nothing, except...
Everything is not - cannot possibly be - important.
It's important to recognize when questions are not serving you.
There's no such thing as a dumb question, sure, but there's also an opportunity to ask better questions.
It's just giving you a page of words to stare at... and still feel undecided.
Once the information is in front of you, decide what is useful and actionable, vs just interesting but not helpful.
There's no thinking outside if judgment is blocking the door.
Yes, there's actually a right way to fail.
Do not dismiss that inner voice. Do not dismiss yourself.
Learn to be "all in" in any situation, and you learn an incredible job skill that will serve you throughout your career.
"In all affairs it's a healthy thing now and then to hang a question mark on the things you have long taken for granted."
Find a healthier and more growth-mindset approach to trial and error on the job.