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
Knowing how to set boundaries at work in unhealthy or unproductive situations is an important skill, both for yourself and ultimately for the team involved. But what does it mean to set boundaries at work, and how should you do it to achieve the desired outcome? Let's start by talking about what a boundary is.… Continue reading 3 questions to ask before you set boundaries at work
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
Working in isolation is very rare these days, so when one of your team members is fired, it can have a negative ripple effect that can seriously impact productivity. So when employee termination affects your team, what should you do? Of course, it's important to get work done - even more so when you're one… Continue reading After employee termination: how to care for the existing team
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