“I tell them anything just to get them out of my office!” was his comment. He was a leader taking my communication workshop in Oklahoma. He was speaking about his direct reports. “Come in and I’ll answer all your questions.” was the comment from a different leader who said he likes to have pie and …
Managing Classroom Chaos
It doesn’t happen often, but occasionally you walk into a class and have issues with one or more of the students. Your key concern is to maintain classroom control and preempt the problems before they begin. You can be prepared for the unique challenges that these students bring to the classroom. When you are prepared, you will recognize the situation and understand how to better handle the circumstance.
Detail Details Details
I heard Russ Peterson, author of Cut the C.R.A.P. and Make the Sale and co-author with Kevin Karschnik, Corporate Ovations: Your Roadmap to More Effective Presentations, tell a captive audience that to get to the next level of customer service you must remember the details. The” WOW” of customer service is in the details. I …
Understanding the job to be done
We often think we understand what must be done to achieve success; yet many times we are not successful. If we are not clear on what the job is, we can become distracted by tasks that consume our energies, thoughts and emotions. So what is it that must be done? Most importantly we must understand the correct job to be done, as this will open up several ideas to accomplish the task, and will also bring us the ultimate prize a win-win scenario.